Order Cancellation & Return Policy

Cancellation Policy

The customer can choose to cancel an order anytime before it is dispatched. The order cannot be cancelled once it is out for delivery; however, the customer may choose to reject it at the doorstep.

Cancellation Time Window: The time window for cancellation varies based on different product categories. An order cannot be cancelled once the specified time has elapsed.
Cancellation Fee: In certain cases, post the specified time window, a nominal cancellation fee may apply. The cancellation terms mentioned on the product page or order confirmation page shall be considered final.
Seller Cancellation: In case of any cancellation by the seller due to unforeseen circumstances, a 100% full refund will be initiated for prepaid orders.
Xotic Discretion: Xotic reserves the right to accept or decline order cancellations and to waive or modify time windows or cancellation fees from time to time.

Part 1 – Category, Return Window & Actions Possible

Returns is a scheme provided by respective sellers directly under this policy, offering options for Exchange, Replacement, and/or Refund. Please note that return policies vary across product categories. The return policy provided on the specific product page shall prevail over general guidelines.

Category	Return Window & Actions	Conditions & Guidelines
Furniture & Home Pet Supplies & Rest of Home (Except décor, tools, furnishings)	10 Days Window Refund or Replacement	For products requiring installation, returns are eligible only if unboxing & installation were completed by brand-authorized personnel. Troubleshooting/technician visit may be conducted. Max 1 replacement allowed.
Lifestyle (Apparel, Footwear, Watches, Bags) Watches, T-Shirts, Footwear, Shirts, Jeans, Backpacks, Luggage, etc.	10 Days Window Refund, Replacement or Exchange	Product must be unused, unwashed, with tags intact. Includes Winter Wear, Jewellery, Accessories, and Luggage items.
Medicine Allopathy & Homeopathy Medicines	2 Days Window Refund	Eligible for return only if delivered damaged, expired, or incorrect item delivered.
Home Decor & Tools Improvement tools, Household items, Furnishings	7 Days Window Refund or Replacement	Free replacement or refund if delivered damaged, defective, or incorrect.
Books, Sports, Fitness, Auto Accessories Books, Racquets, Gym combos, Helmets, Bike accessories	7 Days Window 7 Days Replacement Only	Free replacement if product is delivered damaged or defective. Original accessories, manual, and packaging must be preserved.
Toys, Stationery, Musical Instruments Remote control toys, Pens, Guitars, Microphones	7 Days Window 7 Days Replacement Only Wind Instruments Non-Returnable	Wind instruments (Harmonicas, Flutes) are non-returnable due to hygiene reasons. Replacement provided only if delivered damaged.
Mobiles & Electronics (General Brands) Small appliances, tablets, laptops, non-major brand phones	7 Days Window 7 Days Replacement Only	Online/in-person troubleshooting will be attempted. If a defect is confirmed, replacement of the same model is provided. Max 1 replacement allowed.
Major Brand Mobiles & Major Electronics Apple, Samsung, Google, Dell, HP, Sony, LG, Lenovo, Xiaomi, Bose, etc.	7 Days Window Service Center Replacement / Repair	Brand assistance is subject to brand warranty policies. Please visit the nearest brand authorized service center. For Samsung DOA, submit certificate of approval to Xotic support.
Large Appliances & Rest of Small Appliances Chimney, Water Purifier, Geyser, Fan, Washing Machine, AC	10 Days Window Replacement Only	Installation must be done by authorized personnel. Troubleshooting required prior to replacement.
Refurbished Items Certified refurbished electronics & products	7 Days Window 7 Days Replacement Only	Technical troubleshooting conducted. After 7 days, warranty partner resolves subsequent issues.

Part 2 – Return Pick-Up & Quality Checks

When returning an item, the field executive will inspect the product at your doorstep. The pick-up address can only be modified if serviceability exists at the new address.

Required Checklist for Pick-Up Approval:

Correct Product: IMEI / Serial Number / Brand / Article Number / Barcode must match the invoice. MRP tag must be intact and legible.
Complete Product: All in-the-box accessories (remoter, charger, cables, freebies, combos) must be included.
Unused Condition: Product must be unwashed, unsoiled, and free of stains. Quality check seals and warranty tags must be untampered.
Device Lock Removal: For Mobiles, Laptops & Tablets, the device must be formatted, Screen Locks (PIN, Pattern, Fingerprint) disabled, and Apple iCloud locks removed.
Undamaged Product & Packaging: The product body and original manufacturer packaging box must be free of scratches, dents, tears, or structural damage.

The delivery executive reserves the right to decline the return pick-up if any of the above conditions are not met.

Part 3 – General Rules for a Successful Return

Refund Fallback: If the seller is unable to process a replacement for any reason, a full refund will be issued.
Missing Accessory: If an accessory is missing or damaged, the seller may either replace the accessory or issue an e-Gift Voucher (eGV) equivalent to the accessory value.
Open Box Deliveries: If you receive a damaged/incorrect product during open box delivery, a refund will be issued immediately (on-the-spot refund for COD). Once open box delivery is accepted, return requests are accepted only for manufacturing defects.
Installation Products: For products with partner installation (TVs, ACs, Washing Machines, Furniture), do not unbox the package yourself. Personnel will perform unboxing and installation.
Furniture Part Replacement: Furniture defect claims will be inspected by authorized service personnel (free of cost) and attempted to be resolved by replacing the faulty part before full product replacement is considered.