Refund & Returns Policy

We want you to love what you receive from XYZ+. If something isn't right, this policy explains when you can return it, how refunds work, and the small print for our custom-printed products.

1. Return Window

• Ready-made products (catalog tees, hoodies, mugs, accessories): eligible for return within 7 days of delivery, subject to the conditions in Section 3.
• Custom-printed / embroidered products: not eligible for return or exchange unless they arrive defective, damaged in transit, or significantly different from your approved digital proof.

2. How to Request a Return

1. Log in to your account and go to My Orders.
2. Find the order, click Request Return, choose a reason and (where required) upload a photo of the issue.
3. Our team reviews your request within 48 hours. Defective items are typically auto-approved.
4. If approved, we send a return shipping label or arrange a pickup at the address on file.

3. Conditions for a Valid Return

• The item must be unworn, unwashed, and in its original packaging with all tags attached.
• It must not be in the "no-returns" category (innerwear, masks, customised items, clearance sale items).
• You must have proof of purchase (order number or invoice).
• Photos clearly showing the defect or damage are required for defective claims.

4. Inspection & Approval

Once we receive your return we inspect it within 3 business days. If the item passes inspection, a refund is initiated. If we reject the return (for instance, because the item is worn, washed, or doesn't match the original order), we will ship it back to you and notify you by email.

5. Refund Method & Timeline

• Online payments (Razorpay) — refunded to the original card / UPI / wallet within 5–7 business days of approval.
• Cash on Delivery — refunded as store credit / loyalty points credited to your XYZ+ account, or via NEFT/UPI on request (collect bank details by email).
• Loyalty points spent are restored to your account.
• Coupon discounts are not refunded as cash; the original coupon may be reissued at our discretion.

6. Restocking & Return Shipping Fees

A small restocking fee may apply (currently configurable; see your specific return ticket for the exact amount). Return shipping is free where the return is due to our error (wrong item, defect, damage in transit). For change-of-mind returns, return shipping is borne by the customer or deducted from the refund as a flat fee, shown at the time of request.

7. Custom Products — Defective Items

Custom-printed and embroidered items are made to order and cannot be resold; therefore returns are limited to manufacturing defects, courier damage, or material variance from your approved digital proof. Submit a return request with clear photographs within 48 hours of delivery. We will at our discretion:

• Re-print and re-ship the item at no additional cost; or
• Issue a full refund to the original payment method.

8. Order Cancellation

• Ready-made orders can be cancelled free of charge until they are dispatched. Once dispatched, please use the return process above.
• Custom orders can be cancelled free of charge until you approve the digital proof. Once a proof is approved and production begins, cancellation is not possible.

9. Damaged or Missing Items in Transit

If your parcel arrives visibly damaged or short, please refuse delivery or accept and notify us within 24 hours at support@xyzplus.in with photos. We will work with the courier to investigate and replace or refund the affected items.

10. Non-returnable / Exempt Categories

• All custom-designed or personalised products (except defective).
• Innerwear, swimwear, masks, and items with hygiene seals.
• Items marked "Final Sale" or sold during clearance promotions.
• Free gifts and promotional bundles.

11. Contact