1. Cancelling an order
You can cancel free of charge at any point before the parcel is handed to the courier — in practice, a window of roughly 24 hours from placing the order. Email support@xlvero.com with your order reference, or call us during support hours.
- Prepaid and not yet dispatched — cancelled immediately and refunded in full.
- Cash on delivery and not yet dispatched — cancelled immediately, nothing to refund.
- Already dispatched — it can no longer be cancelled, but you can refuse the delivery at the door or return it within the window below.
We may cancel an order ourselves if an item turns out to be out of stock, if the delivery address is unserviceable, or if we cannot verify the details given. You are told the reason and refunded in full.
2. Return window
The short version
7 days from delivery to change your mind, provided the item is unfitted, unused and back in its original packaging with every fixing, key and instruction sheet. Refund reaches you within 7–10 business days of the item passing inspection.
3. What cannot be returned
- Garments that have been worn, washed or altered, or that have had their tags removed, for hygiene reasons.
- Items damaged after delivery by misuse, incorrect fitting, or cleaning with acidic or abrasive products.
- Items returned without their original packaging, fixings or instruction sheets.
- Requests raised more than 7 days after delivery.
None of this affects your rights where a product is genuinely defective; those are handled under section 8.
4. How to start a return
| Step | What happens |
|---|---|
| 1. Tell us | Email support@xlvero.com with your order reference, the item and the reason. Add photographs if the item is damaged. |
| 2. We confirm | We reply within one working day with a return authorisation and the pickup arrangement. |
| 3. Pack it | Repack in the original box with all fixings and paperwork, and seal it. |
| 4. Pickup | The courier collects, usually within 2–4 business days of authorisation. |
| 5. Inspection | We check the item within 48 hours of receiving it and tell you the outcome. |
| 6. Refund | Released the same day it passes; see timelines below. |
5. Pickup & who pays
We pay when the fault is ours — a wrong, damaged, defective or incomplete item. A reverse pickup is arranged at no cost to you.
Change of mind returns are also collected free from serviceable PIN codes. Where reverse pickup is not available at your location, courier it back to us and we reimburse standard courier charges against the receipt, along with the refund.
6. Refund timelines
| How you paid | Refund method | Time after approval |
|---|---|---|
| UPI | Back to the same UPI account | 7–10 business days |
| Card or net banking | Back to the same card or account | 7–10 business days |
| Cash on delivery | Bank transfer to details you provide | 7–10 business days |
| Order cancelled before dispatch | Original payment method | 5–7 business days |
Refunds cover the full amount paid for the returned items, including any GST charged on them. Where a coupon was applied to the order, the refund is of the amount actually paid. Bank processing time is outside our control; if the money has not appeared after the window above, send us the order reference and we will trace it with the gateway.
7. Damaged, defective or wrong item
Refuse the delivery outright if the outer carton is crushed, torn or wet. If you find the problem after opening, photograph the carton and the item and write to us within 48 hours of delivery. You choose a free replacement or a full refund, and we arrange the pickup at our cost. Do not attempt to install a visibly damaged fitting.
8. Warranty claims
Metal hardware is warranted for 24 months against rust and finish failure in normal domestic use. If a fitting rusts or the finish lifts within that period, send photographs and your order reference. Approved claims are replaced free; where the same item is no longer available we offer an equivalent or refund the amount paid. The warranty does not cover accidental damage, incorrect installation or damage from acidic and abrasive cleaners.
9. If something goes wrong
If a refund is late or a return has stalled, escalate it through our grievance redressal process. Complaints are acknowledged within 24 hours and resolved within 15 days, in line with the Consumer Protection (E-Commerce) Rules, 2020.
Email support@xlvero.com · Phone 8796135189
Last updated July 2026