Return and Refund Policy

Last Updated: 03-07-2026

Thank you for shopping at Xcraft ("we," "us," "our").

We want you to be completely satisfied with your purchase. If you are not entirely happy, we are here to help. This policy outlines the process for returns and refunds for products purchased from our website.

1. Definitions

  • "Return" means the process of sending a product back to us.
  • "Refund" means crediting the amount paid by you for the returned product.
  • "Return Window" refers to the number of days from the date of delivery you have to initiate a return.
  • "Defective Product" means a product that has a manufacturing flaw, is damaged, or is not in working condition upon arrival.
  • "Wrong Product" means a product that is different from what was ordered.

2. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

  • The item must be in its original condition: unused, unwashed, with original tags and packaging intact.
  • The item must be in the same condition that you received it.
  • The return must be requested within our standard Return Window of 7 days from the date of delivery.
  • A valid proof of purchase (order number/invoice) is required.

2.1. Non-Returnable Items

Certain items are non-returnable for hygienic, safety, or personal nature reasons unless they are defective or incorrect. These include, but are not limited to:

  • Innerwear, socks, and lingerie.
  • Cosmetics, beauty products, and personal care items.
  • Earrings, nose pins, and other body-piercing jewellery.
  • Gift cards or downloadable software/products.
  • Perishable goods (e.g., food, flowers).
  • Products marked as "Final Sale" or "Non-Returnable" on the product page.

3. Grounds for Return

You can initiate a return under the following circumstances:

  1. Defective, Damaged, or Not as Described: The product received is defective, damaged during shipping, or does not match the description on our website.
  2. Wrong Product Shipped: You received a product different from your order.
  3. Size/Color Exchange: You want to exchange the product for a different size or color (subject to availability).
  4. Changed Your Mind: We accept returns for eligible unused products within 7 days of delivery, provided they are returned in their original condition with all tags and packaging intact. Return shipping charges may apply unless otherwise specified.

4. How to Initiate a Return

To start a return, please follow these steps:

  1. Submit a Return Request: Log in to your Xcraft account, go to My Orders, select the eligible order, and click Request Return. Choose the reason for the return and upload photos if requested. If you placed an order as a guest or cannot access your account, you may contact us at info@xcraft.co or call +91-6003831591.
  2. Return Review: Our team will review your request. If approved, we will provide return instructions and, where applicable, a prepaid return shipping label generated through our logistics partner.
  3. Choose a Return Method: Depending on your location and service availability, you may schedule a courier pickup, drop off the parcel at an authorised courier location, or return it in person at an authorised return location where available.
  4. Return Label: When applicable, you can download and print the return label from your return request page or use the digital label if accepted by the courier. If the return is customer-paid, you must arrange shipping using a reliable, trackable courier service.
  5. Track Your Return: You can monitor the status of your return request and refund from your Xcraft account. We will also notify you by email as your return progresses.

Please do not send the return parcel without a Return Authorization Number, as we may not be able to process it.

4.1. Supported Return Methods

We support multiple return methods based on your location and courier availability:

  • Courier pickup from your address.
  • Courier drop-off at participating courier locations.
  • In-store or authorised return location drop-off, where available.

The available return options will be displayed when your return request is approved.

5. Return Shipping Costs

  • If the return is due to our error (for example, a defective, damaged, or incorrect item), we will cover the return shipping cost. We may arrange a reverse pickup, provide a prepaid shipping label, or authorise drop-off through our logistics partner.
  • If the return is for any other eligible reason (for example, you changed your mind), you will generally be responsible for the return shipping charges unless we explicitly offer free returns as part of a promotion.

6. Inspection and Processing

Once we receive your returned item, our team will inspect it to ensure it meets the eligibility criteria. We will notify you via email about the status of your return.

  • If the return is approved, your refund will be processed.
  • If the return is rejected (e.g., item used, tags removed, outside return window), we will send the product back to you at your cost, or you can choose to have it discarded.

7. Refund Process

7.1. Timing of Refunds

After your return is approved, the refund will be processed immediately. The time it takes for the refund to reflect in your original payment method may vary depending on your bank or payment gateway. Typically, you can expect the refund within 5 to 10 business days after the return has been approved.

7.2. Method of Refund

Refunds will be credited to the original source of payment used during the transaction.

  • For Credit/Debit Card and UPI payments: Refund to the same card/UPI ID.
  • For Net Banking: Refund to the same bank account.
  • For Wallet payments: Refund to the same wallet.

Please note: We do not provide refunds via cash or cheque.

7.3. Partial Refunds

Partial refunds may be granted in certain situations, such as:

  • If the returned item shows signs of use or is not in its original condition.
  • If only some items from a bundle are returned.

8. Exchanges

We primarily facilitate exchanges for wrong or defective items. If you wish to exchange a product for a different size or color, we will process it as a return and a new purchase. You will need to place a new order for the desired item.

9. Cancellations

You can cancel your order before it has been shipped. Once the order is shipped, it cannot be cancelled and will be treated as a return upon delivery.

10. Grievance Officer

In compliance with the Information Technology Act, 2000 and the Consumer Protection Act, 2019, we have appointed a Grievance Officer. If you have any concerns or complaints regarding your order or this policy, you may contact our Grievance Officer:

Name: Rahul Baruah
Email: rahulbaruah@xcraft.co
Address: Pragjyotish Nagar, AEC Road, Guwahati, Kamrup(Metro), Assam, India - 781014

We will address your grievance within the timeframe stipulated by applicable laws.

11. Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

  • Company: Xcraft Online Pvt Ltd
  • Email: info@xcraft.co
  • Address: Pragjyotish Nagar, AEC Road, Guwahati, Kamrup(Metro), Assam, India - 781014
  • Grievance Officer: As required under the IT Act, 2000, we have appointed a Grievance Officer. You can contact them at rahulbaruah@xcraft.co.