Support
Cancellation Policy
Sometimes you just need to cancel — here's how that works depending on where your order is in the process.
Order hasn't shipped yet
This is the simple case. Write to hello@xellbuy.com or call +91 92135-58031 with your order ID and we'll check if it's still sitting with us. If the courier hasn't picked it up, we cancel it right there.
If you'd already paid online
Once we confirm the cancellation before dispatch, your entire payment — product price and any shipping charge — is refunded per our Refund Policy, no deductions.
If it was a COD order
Nothing needs refunding since no money was ever collected. We just mark it cancelled in our system. One thing worth knowing: if COD cancellations become a repeated pattern on an account, we may restrict COD as a payment option for future orders — it helps us keep things fair for our delivery partners.
Order's already left our warehouse
At this point, cancelling through the site isn't possible anymore. You've still got options — decline the package at your doorstep if the courier permits it (it'll route back to us for standard return processing), or simply accept it and file a return request within our usual window instead.
When we cancel from our end
Occasionally we have to — a product sells out faster than our stock count updates, we catch a listing or pricing mistake, a payment looks incomplete or suspicious, or your pin code turns out to be outside our delivery zone. Whenever this happens, we refund whatever was paid, in full, automatically.
Want to check your order status?
It's visible anytime under your account's Orders section. If a cancellation is time-sensitive, reach out as early as you can — once packing starts, the window closes fast.