Cancellation & Returns

Order Cancellation and Return Policy

Cancellation Policy

Customer-Initiated Cancellation

A customer may cancel an order at any time before the order is dispatched, unless otherwise specified on the product page. Once an order has been Dispatched, or Marked as “Out for Delivery” it cannot be cancelled through the Platform. However, the customer may refuse to accept the delivery at the doorstep.

The cancellation window may vary depending on the product category. The specific cancellation timeline displayed on the product page or order confirmation page shall be final and binding.

In certain categories, cancellation after a specified period may Not be permitted; or Attract a cancellation fee. Any applicable cancellation charges shall be clearly disclosed on the product or checkout page.

Seller-Initiated Cancellation

In certain situations, the Seller may cancel an order due to:

• Product unavailability

• Incorrect pricing or listing errors

• Quality concerns

• Logistical constraints

• Force majeure events

• Suspected fraudulent activity

In such cases, for prepaid orders, a full refund shall be initiated to the original payment method within 5–7 business days.

XELNOVA’s Right to Cancel

XELNOVA reserves the right to cancel any order (in whole or in part) at its sole discretion for reasons including but not limited to:

• Violation of Terms of Use

• Suspicious or fraudulent transactions

• Bulk/commercial misuse

• Payment authorization failure

• System or technical errors

• Circumstances beyond reasonable control (force majeure)

In the event of cancellation initiated by XELNOVA:

• The customer shall not be charged for the cancelled portion of the order.

• Any prepaid amount shall be refunded within 5–7 business days.

Cancellation Policy – Hyperlocal / Minutes Delivery

Orders placed under the “Minutes Delivery” or hyperlocal delivery option are generally non-cancellable and non-refundable via self-service, due to the expedited nature of processing and dispatch.

However, cancellation or refund requests may be considered through Customer Support (CX Agent) under the following circumstances:

• The order was not delivered within the estimated delivery time displayed at checkout;

• The order was not picked up by the assigned delivery partner;

• The Seller did not accept the order or cancelled it for reasons not attributable to the customer;

• The order qualifies for Easy Doorstep Cancellation (if applicable);

• Any other exceptional circumstance as determined by XELNOVA from time to time.

We reserve the right to cancel your order, in whole or in part, for reasons including product unavailability, unforeseen circumstances beyond our control (force majeure), suspected fraudulent activity, violation of our Terms of Use, or logistical constraints. In all instances of cancellation (by us), you will not be charged for the canceled order. Any payments you have already made will be promptly refunded within 5-7 business days for any cancellations. You can track the status of your refund on the Order Details page/section.

Our return, cancellation, and refund policies may be subject to additional reasonable terms and conditions. These will be communicated to you periodically through the Platform's push notifications or other communication methods as outlined within these Terms or as determined by the Company.

Returns Policy

Returns is a scheme provided by respective sellers directly under this policy in terms of which the option of exchange, replacement and/ or refund is offered by the respective sellers to you. All products listed under a particular category may not have the same returns policy. For all products, the returns/replacement policy provided on the product page shall prevail over the general returns policy. Do refer the respective item's applicable return/replacement policy on the product page for any exceptions to this returns policy and the table below

The return policy is divided into three parts; Do read all sections carefully to understand the conditions and cases under which returns will be accepted.

Part 1 – Category, Return Window and Actions possible