Our commitment to customer satisfaction
Nevertheless, we understand that unforeseen situations may occur, leaving you dissatisfied with your purchase. Worry not — our dedicated team of problem-solvers is readily available to assist you in an efficient and straightforward replacement process.
Your satisfaction is our top priority, and we’re here to make your shopping journey a seamless and delightful one. With us, you can rest assured that your needs are met with a friendly touch.
Cancellation policy explained: how does it work?
You have the option to cancel your order either before it is dispatched or within One (1) hour of placing the order, whichever comes first.
Additionally, partial cancellations or cancelling individual items from the order after it has been placed is NOT permitted. To initiate a cancellation, kindly write to us at info@xyviraluxe.com and submit your request.
For prepaid orders that are cancelled within One (1) hour of placing the order on the website, a full refund shall be initiated. The refund will be initiated within 24–48 business hours after approval. The time taken for the amount to reflect in your account depends on your bank or payment provider.
Please note that we cannot accommodate order cancellations after delivery due to hygiene reasons.
Xyvira Luxe Private Limited reserves the right to refuse the transaction or delay the refund process by 3–6 months for users with a prior history of questionable charges, such as repeated order cancellations.
Damaged products delivered? Here’s what to do
In case of damaged products, in order to request a replacement or refund, you are required to report the issue within 24 hours of product delivery.
After a thorough verification of the damaged product(s) by our team, you would be eligible to receive a full refund or a replacement.
Write to info@xyviraluxe.com with your order number and clear photographs of the item, the damage and the outer packaging. Photographs settle most damage claims immediately, without our asking you to send anything back.
Received a wrong or incomplete order? Steps to resolve
Don’t fret over wrong or missing products. If you report the issue within 24 hours from the delivery date, we’ll promptly replace them for you.
To help us verify claims efficiently, customers are strongly encouraged to record an unboxing video. The Company reserves the right to request additional evidence where necessary.
Dealing with ineffective products: what to do?
If you believe a Xyvira product has not performed as expected, kindly contact us within 7 days of consistent product usage. Our product advisors will reach out to you to gain a better understanding of the issue and offer further instructions. In genuine cases, and at the sole discretion of the Company, we may offer a coupon code equivalent to the value of the product, which can be redeemed on a future purchase.
Adverse effects from products: what you need to know?
While Xyvira products prioritize safety, we recommend a Patch Test for sensitive skin or allergies before full application. If adverse reactions occur, discontinue use and promptly contact our customer care. Please adhere to product usage instructions to minimize any potential risks.
How approved refunds are paid
- Approved refunds are initiated within 24–48 business hours and go back to the method you paid with. How quickly they appear on your statement is up to your bank, and is usually a further 3–5 business days.
- Where the fault is ours — damaged, faulty or wrongly sent — we refund the delivery charge too, and cover the cost of any return.
- Refunds are made to the buyer. We cannot refund to a different card, account or person.
Please also note
- We do not offer any Dermat Treatments.
- We do not offer monetary Compensation.
- No Product Returns Policy, especially for used or open sealed products.
- Free gifts, samples and promotional items are not separately refundable, and must be returned along with a refunded order.
Nothing in this policy affects your rights under the Consumer Protection Act, 2019, or under any other law that cannot be excluded by agreement.