Returns & Refunds Policy

Effective Date: 14 September 2026
Last Updated: 14 September 2026

EXVO Selection (“EXVO”, “we”, “us” or “our”) aims to provide a clear and fair process for returns, replacements and refunds for products purchased through https://www.exvo.in.

This Returns & Refund Policy should be read together with our Terms & Conditions, Shipping Policy, Cancellation Policy and Privacy Policy.

Note: The policy below uses a 7-day return window for eligible products and a 48-hour reporting period for damaged/wrong/missing items. These timelines should match the return settings you actually configure in Zoho Commerce before publishing.

1. Eligibility for Returns

Eligible products may generally be returned within 7 days of delivery, subject to the conditions below.

To be eligible for a return, the product should generally:

• Be unused and in resalable condition
• Be returned with original packaging, tags, accessories and applicable documentation
• Not be damaged through misuse, negligence or improper handling
• Be accompanied by the applicable order details or proof of purchase

Certain products may have different return conditions based on their nature, packaging, hygiene considerations or product-specific requirements.

Where a product page specifies a different return period or condition, the product-specific terms will apply.

2. Damaged, Defective, Wrong or Missing Products

If you receive:

• A damaged product
• A defective product
• A product different from what you ordered
• A product with missing components
• A package that appears tampered with

please contact EXVO at support@exvo.in within 48 hours of delivery.

To help us investigate the issue, we may request:

• Order number
• Product details
• Photographs of the outer package
• Photographs/videos of the product
• Description of the problem
• Other information reasonably required to verify the claim

Where the issue is verified and the product is eligible, EXVO may provide a replacement, refund or other appropriate resolution, subject to the circumstances and applicable law.

3. Product-Specific Return Restrictions

Certain products may be non-returnable or may have restricted return eligibility because of their nature.

These may include, where applicable:

• Opened or used consumable products
• Products that cannot reasonably be resold after opening
• Products affected by hygiene or sanitation considerations
• Products damaged after delivery through customer misuse
• Customized or specially prepared products
• Products specifically identified as non-returnable on the product page

For Car Care products and other consumable products, we may restrict returns once the product has been opened or used, except where the product is defective, damaged, incorrect or otherwise covered by applicable consumer rights.

4. Change-of-Mind Returns

Where a product is eligible for a change-of-mind return, the customer must request the return within the applicable 7-day return period.

The product must normally remain unused, undamaged and in its original packaging.

EXVO may inspect the returned product before approving the applicable refund or replacement.

Certain products may be excluded from change-of-mind returns.

5. Return Request Process

To request a return, contact:

Email: support@exvo.in
Phone/WhatsApp: 91 92252 63769

Please provide:

Order Number
Customer Name
Product Name
Reason for Return
Photographs/Videos, where applicable

We will review the request and communicate the next steps.

Where a return is approved, EXVO may arrange collection through Delhivery One, Shiprocket or another suitable logistics/courier provider, depending on serviceability and operational requirements.

6. Return Shipping

For a return arising from a verified:

• Wrong product
• Damaged product
• Manufacturing/product defect
• Missing item

EXVO may arrange or bear the applicable return shipping cost, subject to verification.

For other eligible returns, any return shipping charge or deduction, if applicable, will be communicated to the customer before the return is finalized.

7. Return Inspection

Returned products may be inspected after receipt.

A return may be rejected where:

• The product has been used improperly
• The product has been damaged after delivery
• Original packaging/accessories are missing where required
• The product does not correspond to the order
• There is evidence of misuse, alteration or fraudulent return activity
• The return request does not meet the applicable return conditions

Any applicable consumer rights that cannot legally be excluded will continue to apply.

8. Refunds

Once an approved return is received and accepted, EXVO will process the applicable refund.

Where the original order was paid online through Razorpay, the refund will generally be initiated to the same payment method used for the original transaction, subject to the payment provider's processing rules.

Razorpay's current terms state that refunds initiated by the merchant are routed through the same payment method used for the transaction. (razorpay.com)

Razorpay currently documents normal refunds as generally taking 5–7 working days, although the time for the amount to appear in the customer's account may depend on the bank/payment method. (razorpay.com)

9. Refunds for Cancelled Orders

Where an order is successfully cancelled before dispatch, any eligible refund will be processed in accordance with our Cancellation Policy.

Where the order has already been dispatched, the customer may need to receive the shipment and follow the applicable return process.

10. Shipping Charges and Refunds

Where an order is returned because of a verified EXVO error, such as a wrong or defective product, applicable shipping charges may be refunded subject to verification.

For customer-requested returns not caused by an EXVO error, shipping charges may be non-refundable where applicable and will be communicated according to the product/order conditions.

11. COD Orders

Where Cash on Delivery (“COD”) is available, the applicable refund method for an approved return may differ from prepaid transactions.

EXVO may request appropriate bank/UPI details where necessary to process an approved refund.

We will not request sensitive payment credentials such as card PINs, CVV numbers or passwords for processing a refund.

12. Exchange or Replacement

Where appropriate and subject to availability, EXVO may offer a replacement instead of a refund.

Replacement availability may depend on:

• Product availability
• Nature of the issue
• Product category
• Stock availability
• Return eligibility

If a replacement is unavailable, EXVO may process an eligible refund instead.

13. Non-Delivery or Lost Shipment

If an order is not delivered, customers should contact EXVO at support@exvo.in.

We may coordinate with the applicable logistics provider to investigate the shipment.

Where a shipment is officially confirmed as lost and the order cannot be fulfilled, EXVO may provide an appropriate resolution, including refund or replacement, subject to the circumstances and applicable law.

14. Fraudulent or Abusive Return Requests

EXVO may investigate suspected fraudulent, abusive or repeated misuse of the return/refund process.

Examples may include:

• False damage claims
• Repeated return abuse
• Returning a different product
• Deliberate product damage
• Manipulation of promotional or refund processes

Where appropriate and permitted by law, EXVO may reject such claims or take other lawful action.

15. Customer Responsibilities

Customers should:

• Provide accurate order and delivery information
• Check the package and product promptly after delivery
• Report damage, wrong products or missing items within the stated reporting period
• Follow return packaging and pickup instructions
• Keep the product and packaging in appropriate condition until the return is resolved

16. Consumer Rights

Nothing in this policy is intended to remove or restrict any consumer right or legal protection that cannot lawfully be excluded under applicable Indian law.

The Consumer Protection (E-Commerce) Rules, 2020 apply to e-commerce entities and address obligations relating to consumer transactions and unfair trade practices. (consumeraffairs.nic.in)

17. Contact Us

For returns, refunds or replacement requests:

EXVO Selection
Email: support@exvo.in
Phone/WhatsApp: 91 92252 63769

Registered Office:
15, Ranbodi Punarvasan, Bhiwapur Road,
PO: Tarna, Tahsil: Kuhi, Ranbodi,
Nagpur, Maharashtra, India – 441203

18. Changes to This Policy

EXVO may update this Returns & Refund Policy from time to time to reflect changes in:

• Product categories
• Return eligibility
• Refund procedures
• Shipping/logistics arrangements
• Payment methods
• Applicable laws or regulations

The latest version will be published on this page with an updated Last Updated date.