Support
Cancellation Policy
We understand plans can change. This Cancellation Policy explains how customers of Xellbuy can cancel orders for skincare, haircare, makeup and fragrance products, and what happens after an order is packed or shipped.
1. Cancellation before dispatch
You may request cancellation any time before the order is marked as shipped / handed over to the courier. Email hello@xellbuy.com or call +91 92136-23743 with your order ID and reason. Once our team confirms the order has not left the warehouse, we will cancel it.
2. Prepaid cancellations
If you paid online and cancellation is approved before dispatch, a full refund of the paid amount (including shipping, if charged) will be initiated as per our Refund Policy.
3. COD cancellations
COD orders cancelled before dispatch are simply closed in our system. No payment is collected. Repeated frivolous COD cancellations may lead to future COD restriction on your account to protect our fulfilment partners.
4. After dispatch
Once an order is shipped, it cannot be cancelled through the website. You may:
- Refuse delivery at the doorstep (where the courier allows), after which the parcel returns to us and we process as per return inspection rules; or
- Accept delivery and raise a return request within the return window under our Return Policy.
5. Our right to cancel
We may cancel an order if the product is out of stock, pricing/listing error is detected, payment is incomplete or fraudulent, or delivery is not possible to your address/pincode. In such cases, any amount paid will be refunded.
6. Order status
You can track order status from your Profile / Account page after logging in. For urgent cancellations, contact us as early as possible — once packing and courier handover begin, cancellation options reduce.