Returns or exchanges are accepted only for wrong products, or products that differ from the invoice description. If possible, send the item back in its original packing, along with all of its tags, labels, and documents, making sure that the serial number doesn’t change. The return process should be initiated within 7 business days of receiving the product(s).
To request a return or exchange, make sure to follow the instructions within 7 days from the date you received your order:-
#1 – For support, please contact us at info@xsutra.com within 7 business days after receiving your order.
#2 – Share your order ID and request for return, replacement, or refund for the defective or incorrect items. Please send us a picture of the product and the invoice for verification.
#3 – Our delivery partner will arrange to pick up the products within 2 – 4 business days. We will proceed with the return or exchange only if the products are received in their original packaging with seals and labels intact.
I received a damaged/wrong product. What to do now?
Our shipments are subjected to thorough quality control treatments before leaving the warehouse. To obtain a replacement or a refund if your purchase gets damaged during transportation, follow the instructions provided above.
Note: Replacements depend on stock availability. If a replacement is not available, we will return the full payment to you.
Do I need to return the free gift when I return the product?
Yes, please return the free gift along with the original product. Since the free gift is part of your order, returning both the product and the free gift confirms a smoother and complete return process.
Cancellation Policy
Before Shipment
To cancel an order or items that haven’t been shipped yet, please reach out to our customer support team at info@xsutra.com.
A.) You can also cancel your order through the xsutra’s official website or mobile app.
B.) We will cancel the order and refund your payment within 2 business days after confirming your cancellation request in such situations.
After Shipment
If your order has been shipped but not yet delivered, please notify our Customer Support team at info@xsutra.com.
a). Note that the courier may still attempt delivery. Please refuse to accept the delivery if you wish to cancel.
b). Your refund will be processed within 2 – 4 business days after we receive and inspect the returned product(s).
Note: This policy for returns and exchanges refers to products ordered through our official website.