Refund and Replacement Policy
At Xemsis, we take pride in delivering high-quality skincare solutions and ensuring customer satisfaction. However, if you are not entirely happy with your purchase, we offer a Refund and Replacement Policy to make your shopping experience worry-free. This policy outlines the conditions and procedures for returns, refunds, and product replacements. By making a purchase on xemsis.com, you agree to the terms of this policy.
Eligibility for Returns & Replacements
We accept returns or replacements under the following conditions:
- Damaged or Defective Products: If you receive a damaged or defective product, we will offer a replacement or refund after verification.
- Wrong Product Delivered: If you receive an incorrect item, we will replace it with the correct one.
- Expired Product: If you receive a product past its expiration date, we will replace it free of charge.
- Missing Items: If your order is incomplete, we will resend the missing item(s) or issue a partial refund.
To be eligible for a return, the product must:
- Be unused, unopened, and in its original packaging.
- Be returned with all original labels, tags, and accessories.
- Have the proof of purchase or order number.
Note: Due to hygiene and safety reasons, we do not accept returns on used or opened skincare products unless they are defective or damaged upon arrival.
Refund & Replacement Request Process
If you wish to request a refund or replacement, please follow these steps:
- Initiate a Request: Contact our support team at info@xemsis.com within 7 days of receiving the product.
- Provide Details: Share your order number, a brief description of the issue, and supporting images (if applicable).
- Approval & Next Steps: Our team will review your request and respond within 48 hours with further instructions.
- Return the Product (If Required): If the product needs to be sent back, we will provide the return shipping details.
- Resolution: Upon verification, we will process a refund or replacement as per the eligibility criteria.
Refund Process
- Mode of Refund:
- Prepaid Orders: Refunds will be credited to the original payment method (credit/debit card, UPI, net banking, etc.).
- Cash on Delivery (COD) Orders: Refunds will be issued via bank transfer or store credit.
- Processing Time: Refunds are typically processed within 7-10 business days after approval.
- Shipping Charges: Original shipping fees are non-refundable, except in cases where Xemsis is at fault (wrong, defective, or damaged item received).
Replacement Process
- If eligible for a replacement, the new product will be dispatched within 3-5 business days after approval.
- Replacements are subject to stock availability.
- If a replacement is not available, a full refund will be issued instead.
Non-Returnable & Non-Refundable Items
We do not accept returns or refunds for the following:
- Used or opened skincare products due to hygiene reasons.
- Products purchased from third-party sellers or offline stores.
- Items that have been mishandled, improperly stored, or misused.
- Products without original packaging or missing parts.
- Discounted or promotional items marked as final sale.
Cancellations
- Orders can only be canceled before dispatch. Once shipped, cancellations are not permitted.
- To cancel an order, contact info@xemsis.com with your order details as soon as possible.
- If the cancellation request is approved, a refund will be processed as per the refund policy.
Shipping Costs for Returns
- If the return is due to an error on our part (wrong/damaged/defective item), we will cover the return shipping costs.
- If the return is due to customer preference or change of mind, the return shipping cost must be borne by the customer.
- Customers must use a reliable shipping service with tracking to send back the product.
Late or Missing Refunds
If you haven’t received your refund yet:
- Check your bank account or payment method for updates.
- Contact your bank or payment provider, as processing times may vary.
- If the refund is still not reflected after 10 business days, reach out to us at info@xemsis.com for further assistance.
Customer Support & Assistance
For any refund or replacement queries, please contact:
- Email: info@xemsis.com
- Website: https://xemsis.com
- Address: XEMEX Towers, Plot No : 34, Manikodi Srinivasan Nagar, Perungudi, Chennai, Tamil Nadu 600096
Our team is here to assist you and ensure a smooth shopping experience with Xemsis. Thank you for choosing us!
