Refund & Return Policy


Refund & Return Policy – Xtergent Official Store

Last Updated: 11 December 2025

Thank you for shopping with Xtergent Official Store.
We want your experience with us to be smooth, transparent, and satisfactory.
Please read our Refund & Return Policy carefully.

1. Return Eligibility

We accept returns only under the following conditions:

✔ Wrong product received

✔ Damaged or leaking product

✔ Defective packaging or manufacturing issue

✔ Missing items in delivery

To be eligible for a return, you must:

  • Notify us within 48 hours of delivery

  • Provide photos/videos of the issue

  • Return the product in original condition (unused)

Opened or used laundry pods cannot be returned due to hygiene and safety reasons.

2. Non-Returnable Items

We cannot accept returns for:

  • Opened or used products

  • Products without an order ID proof

  • Items damaged due to customer misuse

  • Orders reported after 48 hours of delivery

3. Refund Policy

Once your return request is received and approved:

✔ Refunds will be processed to your original payment method

✔ Refund time: 5–7 business days

✔ You will receive a confirmation email/SMS once processed

If the order was COD, we will issue a refund via bank transfer/UPI.

4. Replacement Policy

Instead of a refund, you may choose a free replacement for eligible issues.

We offer replacements for:

  • Damaged products

  • Wrong products

  • Missing items

  • Leaking or defective packaging

Replacement shipping is free of charge.

5. Cancellation Policy

You can cancel your order before it is shipped.

Once the order is dispatched:

  • It cannot be cancelled

  • You may refuse the delivery (COD orders only)

  • Prepaid orders cannot be cancelled post-shipment

6. Delayed or Missing Refunds

If your refund is delayed:

  1. Check your bank/UPI transaction

  2. Contact your bank or payment provider

  3. If still unresolved, mail us at pixel.mayaval@gmail.com

We will assist you immediately.

7. How to Request a Return or Refund

Contact us with the following:

  • Order ID

  • Full name & phone number

  • Photos/videos of damaged/wrong product

  • Issue description

📧 Email: pixel.mayaval@gmail.com
📞 Phone: +91 79047 52516

8. Shipping for Returned Items

If your return is approved:

  • We will arrange a reverse pickup

  • Keep the product packed securely

  • Reverse pickup availability depends on your pincode

In rare cases where reverse pickup is unavailable, you may be asked to ship it back manually, and we will reimburse standard courier charges.

9. Product Not Received / Lost in Transit

If your order is lost, stuck, or not delivered even after the courier’s expected time:

  • We will investigate with the courier

  • If confirmed lost, you will receive 100% refund or replacement

10. Contact Us

For all return or refund queries:

Xtergent Official Store
📞 +91 79047 52516
📧 pixel.mayaval@gmail.com
📍 No. 48/2 K.No 29-040, Hosur Main Road, Bommanahalli, Garvebhavi Palya Village, Bengaluru – 560068