Last Date Modified: 10th July 2021

Refund, Returns & Cancellation Policy

At Xuppi, we follow the best industry standards to attain maximum customer and seller satisfaction. We stand as a platform that provides services to buyers as well as our sellers. In case of returns, the buyer must return the item directly to the seller w.r.t. their return policy.

Order Cancellation for product purchased on Xuppi

At Xuppi, Buyers does have right of cancellation for Upto to 14 days, with exceptions to some type of cancellation.

The right of cancellation does not apply to:

Order Cancellation for Content purchased on Xuppi offered by creators

All sales are final and non-cancellable as all the content provided on Xuppi are consumable (digital) by nature.

Xuppi's International Return Policy

In case you order from a marketplace seller who dispatches from a foreign country, then the seller must possess at least one of the following:

If the seller fails to provide this, then you may raise a ticket at our customer support Helpdesk seeking a return. We're more than obliged to assist you.

Check Seller's Return Policy Before Placing an Order

Here's how you can check your seller's Return and Refund Policy before placing an order.

  1. Tap on the seller's name
  2. It'll redirect you to At a Glance page
  3. Here, you can find delivery and other related information to the seller.
  4. At the bottom right, you can find the Returns and Refunds Policy and a link to learn more.

In case there's no Returns and Refund policy specified by your seller, the Refunds and Your Legal Warranty sections of this page will apply to your order by default.

Check Seller's Return Policy After Placing an Order

Here's how you can check your seller's Return and Refund Policy before placing an order.

Note: The order has been placed, and the seller has dispatched the item.

  1. Visit My Orders
  2. Select Return Items
  3. Select Seller Profile in the relevant order
  4. This will redirect you to At a Glance page
  5. Here, you can find delivery and other related information to the seller.
  6. At the bottom right, you can find the Returns and Refunds Policy and a link to learn more.

In case there's no Returns and Refund policy specified by your seller, the Refunds and Your Legal Warranty sections of this page will apply to your order by default.

How to Return Items to a Seller

Follow the instructions below to return the items to the seller.

  1. Go to Your Orders
  2. Select Return Items
  3. Select the item(s) you wish to return
  4. Request the seller for a return label

The seller will then evaluate your request and the reason and will revert. You will receive an email once they respond to your request. The process might take up to 48 hours.

The process to return the item varies from seller to seller. Some might send you a mailing label that you can access and print in My Orders, while others will revert you with a return address along with instructions. The sellers' responses can be viewed under Orders Section.

The cancellation form can also be found in your shipping confirmation email. You'll still need the seller to share the return shipping details if you use this form.

Typically the seller is expected to reply within 48 hours. In case they fail to respond under the given time, you as a customer can submit a claim to the customer support Helpdesk.

In case of items where you can store your personal information, such as laptops, mobiles, and other electronic devices, you're expected to erase all the information before returning it to the seller.

The seller is supposed to bear the delivery and the handling charges for the return if the product is unwanted, damaged, not as described, or defective. Suppose the seller fails to provide a local address to return. In that case, they can offer a prepaid method of return delivery or refund the return delivery costs to the original payment method used to purchase the order.

We expect you to package the item with care to avoid any damage/loss to the item.

In case of the item being returned are valued at over ₹5000/ £50.00/€50.00, it is advised to return the item to the seller using a trackable, signed-for delivery service.

In case of the item being returned are valued at ₹10,000 £100.00/€100.00 or more, it is advised to insure your return for the value of the product and also use a signature-required delivery service.

Properly packaged items reduce the risk of damage in transit and assists in the process of return by the seller. Using a trackable delivery service protects you in case the seller doesn't receive the product. In case the parcel fails to arrive, you can raise a ticket at our customer support helpdesk. If you do not use a trackable delivery service and the seller doesn't receive the product, we may not be able to shield you.

Note: You need to accept the parcel in order to be eligible to request a return as given above.

Exchange an Item

At Xuppi, we do not support exchanging of items, but you can always reach out to your seller using My Orders and request them if they're willing to make an exchange instead of a return.

Your Legal Warranty

You, as a buyer, is eligible for a return, refund, or replacement (free-of-charge including the return costs from the seller's side) for a reasonable amount of time in case the product is not as described, faulty, damaged, or defective. The time varies depending on the item and its value. However, if you claim a return or a refund post 6 months of the delivery date, you may have to prove that the defect existed at the time of delivery and isn't caused by accident, misuse, or liquid damage, etc.

Additionally, various marketplace sellers offer a commercial warranty that may promise to repair, return, or replace the product up to a particular period of time.

Note: The legal guarantee, as described above, can never be replaced by the commercial warranty in any case.

Your Return Requests

To manage your return requests,

Note that the following items can't be returned through Your Orders:

To return an item that falls into one of the above categories, connect with the seller.

Refunds

In case you opt to return the product within the first 14 days from the date of receipt, and there has been no error on the sellers part, then the seller will refund the cost of the item as well as the shipping cost to you as follows:

  1. Sellers are obliged to refund the standard postage charges corresponding to the least expensive type of delivery offered by them.
  2. The seller has the power to retrieve standard costs of collection from you when the seller receives an item back.
  3. If you use a personalised prepaid return label, the seller is authorised to deduct the return postage from your total refund.
  4. If you refuse to return the item, sellers aren't obliged to refund or replace an order. The condition stays unless you've agreed differently with the seller.
  5. In case you return an item from a large pack, then the seller will refund the per-item charge for the delivery.
  6. In case you return the whole item, then the seller will refund per-item delivery charges and per-delivery charges.

Note: With respect to returns claimed during the first 14 days from the date of delivery, sellers aren't required to return the cost of anything other than the purchase or any other services that you may have received from the seller unless there's an error from the seller's end or the item is defective.

In case you cancel your purchase between 14 - 30 days after delivery, the seller is required to refund only the cost of the item (Considering there was no error on the seller's part). In case you opt for a personalised return label, the seller is authorised to subtract the return postage from your total refund value.

On any purchase from a seller, Xuppi's marketplace charged your credit card and passes on payment, minus the commission, to your seller. In order to secure your refund in full (the initial price), the seller must request a refund via Xuppi's marketplace.

In cases when a refund is necessary (seller is out of stock, can't dispatch, or when you return an item), it's the seller's responsibility to request a refund. Xuppi provides sellers with instructions on how to request a refund.

Sellers may issue full or partial refunds, depending on the situation. Sellers cannot charge a restocking fee if the product returned is defective or during the initial stages. Xuppi processes the refunds within one week of the seller's request. If everything goes perfectly, the amount will be deposited directly into your bank account, and you'll receive a confirmation email for the same.

Refunds on Content Purchases

Non-returnable & non-refundable

As all the content provided on Xuppi are consumable (digital) by nature, they're non-returnable and non-refundable. Content purchases like digital photos, videos, music, podcasts, albums, e-learning courses, paid live streams, tips spent on profile, messages, or live streams. Even digital gifts purchased on live streams, messages, or profile, one to one video calls using cash or credit coins and subscription payment to view digital contents are non-returnable.

You can raise a ticket at our customer support helpdesk, in case you're charged an error.

When will I receive my refund?

You will receive your refund in 6 business days once the seller issues your refund after he has received the item back. In case you paid using a credit/debit card, it may take up to 30 days, depending on your card provider.

If you have any further queries, feel free to connect with our helpdesk.