Refund and Return

Last updated: 13 July 2026

This Refund and Return Policy applies to all orders placed on the Xevora Website. It is designed to meet payment-gateway disclosure requirements (including Razorpay) and to set clear timelines for customers.

Important: Xevora products are personal fragrance and lifestyle items. For hygiene and safety reasons, we do not accept returns or issue refunds once a product has been successfully delivered and accepted, unless the product is damaged, leaked, broken, missing, or incorrect as described below.

1. No return after delivery (standard rule)

• Opened, used, or sealed products that were delivered in good condition cannot be returned or refunded.
• Change of mind, dislike of fragrance, wrong size selection by the customer, or personal preference are not valid grounds for return or refund after delivery.
• Issues arising from improper use, storage, neglect, or individual skin/scent sensitivity are not covered. Please review ingredients and usage guidance on each product.

2. Exceptions — damaged, defective, missing, or incorrect items

In rare cases of transit damage or fulfilment error, we may offer a replacement or refund after verification:

• Leakage, breakage, or visibly damaged packaging on arrival
• Missing items from a multi-product order
• Incorrect product delivered versus what was ordered

How to claim (mandatory):

1. Contact us within 24–48 hours of delivery (or of the order being marked delivered).
2. Email hello@itsxevora.com or WhatsApp +91 98218 17617 with subject “Refund / Damage — Order #[your order number]”.
3. Share clear photos and an unboxing video showing the original packaging, shipping label, and the issue. Claims without reasonable evidence may be declined.
4. If the outer package is visibly tampered or crushed at the door, refuse delivery on the spot and notify us immediately.

3. Cancellation policy

• Cancellation is allowed only before dispatch from our warehouse.
• Once the order is shipped / in transit, it cannot be cancelled — whether prepaid (Razorpay) or COD.
• For prepaid orders cancelled before dispatch, refunds are initiated after cancellation is accepted.
• If a COD order is refused after dispatch without a valid damage/refusal reason at delivery, we may recover reverse logistics costs and restrict future COD.

4. Refund method & timelines

• Prepaid (Razorpay): Refunds are credited to the original payment method. After we approve the refund, bank credit typically appears within 5–7 business days (sometimes up to 7–10 business days depending on your bank). Razorpay settlement cycles may apply.
• COD: Where a refund is approved, we will request your bank account / UPI details. Refunds are usually initiated within 4–7 business days after we receive correct details.
• Delivery charges: Non-refundable where the shipment was successfully delivered, unless we agree otherwise for a verified damage/wrong-item claim.
• We will share confirmation (and transaction reference where available) once the refund is initiated.

5. Non-delivery / marked delivered but not received

If tracking shows delivered but you did not receive the parcel, contact us within 3 days of the delivered status. We will raise a claim with Shiprocket / the courier. Refunds or re-shipments depend on investigation outcome. Claims after this window may not be eligible.

6. What we do not cover

• Damage after successful delivery
• Products opened or used by the customer
• Delay caused solely by courier force majeure, incorrect address, or unavailability at delivery (beyond our reasonable efforts)
• Promotional free gifts (unless the paid parent product qualifies under Section 2)

7. FAQs

8. Contact

Email: hello@itsxevora.com
WhatsApp: +91 98218 17617
Address: B-6302, Eros Sampoornam, India