Refund policy

Xpensive Care – Return, Replacement & Refund Policy

At Xpensive Care, we take utmost care to ensure that every skincare product is packed securely and delivered in good condition. Due to the hygiene-sensitive nature of skincare products, returns and replacements are considered only for genuine, verifiable issues, subject to this policy and applicable Indian law.

1. Return and Complaint Window

• Customers must raise return, replacement, refund, or delivery-related requests within 7 calendar days from the date of delivery.
• Requests received after this period will generally not qualify under our standard return policy, except where a remedy is required under applicable law.
• Customers are advised to inspect their package promptly upon delivery and report any visible damage, leakage, missing items, incorrect products, or suspected tampering as soon as possible.
• The 7-day reporting window does not override any statutory consumer rights or legally applicable remedy periods.

2. Mandatory Unboxing Video

A clear, continuous, and unedited unboxing video is strongly required as supporting evidence for claims relating to damaged, leaked, missing, incorrect, or tampered products.

For effective verification, the video should:

• Begin by showing the sealed shipping package before opening.
• Clearly show the shipping label and AWB/tracking details.
• Show the complete package-opening process without cuts, pauses, or edits.
• Clearly display the products received and their condition immediately after opening.
• Show any visible damage, leakage, missing items, or seal irregularities.

Claims submitted without the required unboxing video may be difficult to verify and may not qualify for a return, replacement, or refund under our standard claims process where sufficient evidence is unavailable.

Xpensive Care may request additional photographs, videos, or other reasonable evidence to investigate a claim. The absence of an unboxing video will be considered during verification but will not automatically exclude a remedy that is required under applicable law.

3. Opened, Unsealed, or Used Products

For hygiene and safety reasons, skincare products are generally not eligible for return or exchange if:

• The product's seal or tamper-evident packaging has been opened or broken.
• The product has been used, tested, consumed, or partially emptied.
• The product has been opened because of a change of mind or personal preference.

Customers are advised to record the unboxing process before opening the product's inner seal or protective packaging.

This restriction does not override applicable legal rights in cases involving a genuine manufacturing defect, incorrect or spurious product, or a product materially different from what was ordered or advertised.

4. Eligible Reasons for Return or Replacement

Return, replacement, or refund requests may be considered for genuine and verifiable issues, including:

• Product received in damaged or leaking condition.
• Incorrect product delivered.
• Product or item missing from the order.
• Product received with evidence of tampering before delivery.
• Verified manufacturing defect.
• Product materially different from the product ordered or advertised.

All claims will be assessed based on the available evidence, the nature of the issue, and applicable law.

5. Non-Eligible Reasons

Returns, replacements, or refunds will generally not be accepted for:

• Change of mind after placing an order.
• Personal preference regarding fragrance, texture, packaging, or product feel.
• Dissatisfaction with individual skincare results where the product is not defective or misrepresented.
• Used or consumed products without a qualifying defect.
• Damage caused by improper storage, misuse, or mishandling after delivery.
• Requests outside the standard 7-day reporting window, except where otherwise required by law.
• Claims that cannot reasonably be verified because supporting evidence is missing or insufficient.

These exclusions do not limit any consumer remedy available under applicable law.

6. Skin Sensitivity and Individual Results

Skincare products may produce different results depending on individual skin type, sensitivity, and skincare routine. Personal incompatibility or dissatisfaction with results does not automatically qualify a product for a return or refund where the product is as described and free from defects.

Customers should review the ingredients, directions, and warnings before use and perform a patch test where appropriate.

Any genuine product quality or safety concern will be assessed separately in accordance with applicable law.

7. Verification of Claims

To investigate a request, Xpensive Care may reasonably ask for:

• Order ID and registered contact details.
• Complete unboxing video, where relevant.
• Photographs of the shipping package and product.
• Batch number, manufacturing details, or expiry information.
• Original packaging and product, where reasonably necessary.

Submitting a request does not automatically guarantee approval. Each request will be evaluated based on its merits, the evidence provided, and applicable consumer protection requirements.

8. Refund Processing Timeline

Once a return or refund request has been approved, Xpensive Care will initiate the eligible refund within 7–10 working days.

The time taken for the refunded amount to appear in the customer's bank account or original payment method may vary depending on the bank, payment gateway, or payment service provider.

Customers will be notified if any additional information is required to process the refund.

Where applicable law prescribes a different or shorter refund timeline, the legally required timeline will apply.

9. Return Shipping and Pickup

• Customers must contact Xpensive Care Support before sending a product back.
• Customers should wait for return instructions before arranging a shipment.
• For approved claims involving an incorrect, damaged, defective, or non-conforming product, Xpensive Care will communicate the applicable return, pickup, replacement, or refund procedure.
• Responsibility for return shipping costs will depend on the reason for return and applicable law.

10. How to Raise a Return or Replacement Request

Customers should contact Xpensive Care Support within 7 calendar days of delivery and provide:

1. Order ID.
2. Customer name and registered contact details.
3. Clear reason for the complaint.
4. Unboxing video, where relevant.
5. Photographs and other reasonable supporting evidence requested for verification.

Please retain the product and its packaging until the claim has been reviewed. Do not send products back without receiving instructions from our support team.

11. Customer Support and Grievance Handling

For return, replacement, refund, or product-related complaints, customers may contact us at:

Email: info@xpensivecare.com

Please include your Order ID, registered contact details, and a clear description of the issue so our support team can review your request.

Xpensive Care will acknowledge and address complaints within the timelines prescribed under applicable law. Any legally required grievance officer details will be made available on our website.

12. Fraudulent or Unsupported Claims

Xpensive Care reserves the right to investigate suspected fraudulent, manipulated, or misleading claims and to reject claims that are not supported by sufficient evidence after reasonable verification.

However, no provision of this policy will be interpreted as excluding or restricting any statutory consumer rights or remedies available under applicable Indian law.

13. Policy Updates and Consumer Rights

Xpensive Care may update this policy from time to time. The current version will be published on our website.

Nothing in this policy is intended to waive, restrict, or override any rights or remedies available to consumers under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, as amended from time to time, or any other applicable law.

By placing an order on the Xpensive Care website, customers acknowledge that they have read and understood this Return, Replacement & Refund Policy.