Support
Return Policy
We know beauty products are personal — here's exactly what makes something returnable at Xellbuy, and what doesn't.
How long you have
You get a 7-day window from your delivery date to raise a return request. This is checked against the courier's own delivery timestamp, so keep an eye on your tracking updates. If something arrives defective or isn't what you ordered, we handle that separately — see the section below; no 7-day clock is involved for those cases.
What qualifies for return
A return is accepted when all of the following are true:
- The product is completely unused and unopened — this matters a lot for beauty items.
- Seals, shrink-wrap, and any tamper-evident packaging are still intact.
- Original box, batch sticker and any inner packaging are all present.
- You can share your order number and, if we ask, a few clear photos.
- The item matches exactly what shows on your order confirmation.
What we can't accept back
Because these are personal-use products, a few categories are excluded from returns for hygiene reasons regardless of condition — opened or used skincare, haircare or makeup, any lip or eye product once the seal is broken, items marked "final sale," and free samples or testers included with an order. If any of these arrive damaged, defective, or wrong, that's a different process — covered next.
How to request a return
Email hello@xellbuy.com or call +91 92135-58031 with your order number, which product it's for, and the reason. We typically get back to you within 1–2 business days with either pickup arrangements or self-ship instructions, whichever suits your location.
What we do once it reaches us
Our team checks the returned item against the conditions above before approving anything. If it passes, we move straight into processing your refund. If it doesn't — say, the seal's broken or packaging is missing — we'll explain why and may need to send it back to you, with shipping on your side.
Received something damaged, wrong, or expired?
This one's on us to fix quickly. Get in touch within 48 hours of delivery with photos of the unboxing, and we'll arrange either a replacement or a full refund — no shipping cost to you once it's confirmed.
Legal
Returns are managed by JAXELL PRIVATE LIMITED. Any legal dispute is governed by Indian law, with courts in Surat, Gujarat having jurisdiction.