REFUND, RETURN & CANCELLATIONS POLICY

Cancellation Policy

Cancellation before shipment- If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on info@xaliven.com or call us on +91-9048426444 (Monday to Saturday, 10AM to 6PM. Our team is offline on Sundays) 

In such cases, the order will be canceled, and the refund will be processed 24-48 business hours after the cancellation request is duly processed by us.

In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request.

In case of cancellation, once the shipment has already been dispatched or if it is being returned, we first check if the refund is eligible, then we process the refund, once the products have been received and verified at our warehouse.

What if I used discount vouchers during the time of payment and I have to cancel my order?

Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order. 

Returns, Replacements and Refunds

XALIVEN offers its customers a refund/replacement on our products only where one is eligible for a refund or a replacement based on the below guidelines/rules set by our Company. You must raise a return/exchange request of a product within 24 hours of its delivery.

• Eligibility criteria: product is spoiled due to natural nature of product (which can happen in rare instances) or if product is damaged by delivery.
• Step 1: Contact our Customer Support team via email (info@xaliven.com) within 24 hours  of receiving the order.
• Step 2: Provide us with your order ID details and your request to replace/refund your order with the stated reason. Kindly email an image of the product (proof of damage) and the invoice for our reference. Our team will review the product and will investigate the same on our end. 
• Step 3: We check eligibility of refund/exchange, and inform you on the next steps. If we believe that a pick up of the products is warranted, then we request you to arrange for a return pick-up within 2-4 business days. We will initiate the refund or replacement process only if the products pass our eligibility criteria.

Kindly note: Damages can be caused during transit but usually very unlikely as the products, packaging and delivery partner have been tested intensely in transit. If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount. 

Which are the items that cannot be returned/exchanged?

Returns will not be accepted under the following conditions:

• Product is damaged due to misuse
• Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
• Serial Number is tampered with.
• Product seals are broken, product has been used or if it has already been opened
• If request is initiated after more than 1 business days of order delivery

REFUND POLICY 

Will I get refunded for my spoiled/damaged order and how long will this process take?

Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.

These are prescription medical products and a refund is only in certain limited use cases. Very rarely, products do spoil since these are natural products. We have a protocol in place to help identify spoiled products, and we issue fast refunds or exchanges for products that have been spoiled (no cause at your end). Subscribers and returning customers are given cashbacks, refunds and exchanges to quickly help fix product related issues. 

Kindly note: proof of purchase, and proof of damage/issue must be reported at individual product level. 

Our refund policy is strict since these are prescription medical products. 

• Refunds are processed in a maximum of 24-48 business hours from the date we receive returned goods.
• In case of orders placed through Net Banking, Debit Card or Credit Card, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 5-7 business days for the amount to reflect in your account.

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse. Our focus is complete customer satisfaction. Please note that these are degradable, prescription medical products and once opened these products cannot be used by another customer. In the event, if you are displeased with the services provided, please send us an email, providing us with genuine reasons in order for us to start an investigation.