Returns & Cancellation Policy
We assure you that all products sold on xfactory.in are 100% genuine. In case the product you received is 'Damaged', 'Defective' or 'Not as Described', our return policy has got you covered. Possible resolution could be replacement, refund in case we are unable to provide a replacement. At xfactory.in, we understand the value of every purchase.
Subject to the above, when a buyer has requested for a replacement of product(s) and the supplier does not have a replacement, in such cases the supplier can agree to refund to the buyer and the buyer shall be obligated to accept the refund amount.
This Return and Cancellation policy sets out the terms under which xfactory.in accepts and executes returns and cancellations of orders.
Returns are accepted from buyers in following circumstances,
- If the size or the dimension of the ordered product is not as specified in the order and is beyond tolerance limit (as per industry standard).
- If the product(s) delivered are incorrect.
- If a packed product delivered is found tampered with.
- If the received product(s) are defective or malfunctioning subject to the product manufacturer warranty policy as specified in the order.
If any free gift is delivered along with your order, the free gift is also included as part of the item ordered and needs to be returned along with the originally delivered product.
A replacement request should be raised by a buyer within 24 hours of delivery and the replacement will be done within 3-7 days’ time from raising of the replacement request by the buyer through xfactory.in by the supplier. This solely depends upon the availability of the products at supplier's end.
Circumstances under which the replacements are accepted,
- In case of tampered product, a replacement request should be raised in writing, on the spot at the time of delivery.
- xfactory.in will schedule the process of pickup on acceptance of a buyer’s “request for return” from the supplier.
- A buyer can mail us at firstname.lastname@example.org with the following information (within the timelines mentioned above):
- Buyer’s order-ID
- Time of delivery of the product(s)
- Date of material receipt
- Reasons for replacement
Variable Acceptance of the Ordered Products
Categories: Building material, Electrical, Hardware, Flooring, Kitchen, Bathroom & Construction equipment.
- For Floorings, breakage up to 0.5% should be acceptable.
- For Bricks, Blocks and Aggregates, breakage up to 1% should be acceptable.
- For TMT Steel +/-0.5% by weight (per MT) should be acceptable.
- For products like wood, veneers, tiles, marble and granites slight colour variation should be acceptable.
There are certain scenarios where it is difficult for us to support returns:
- A product is used and/or is found to have been tampered with by a buyer or missing serial numbers.
- Any consumable item which has been used or not properly installed or used as per manufacturer's guidelines/industry standards which resulted in damage or malfunctioning.
- A product cannot be exchanged for another product.
- Partial returns / leftovers of delivered product are not accepted.
- Anything missing from the package you have received including price tags, labels, original packing, freebies and accessories.
- Product is damaged because of use or product is not in the same condition as you received it.
- Fragile products, hygiene related items, products like sanitary ware, kitchenware, paints, wood, granites, tiles, customized products cannot be returned.
Returns Pickup & Processing
Once you have requested for a replacement/return,
- We will schedule the pickup of the originally delivered from most of our buyer locations. It is simple. Please follow the instructions you received via email.
- Pack the item safely to ensure against damage in transit.
- Mention the return ID on the package so that we can acknowledge your return.
- Refund/replacement will be initiated as soon as supplier receives the product from you.
During pick-up, your product will be checked for the following conditions:
|Correct Product||IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible.|
|Complete Product||All in-the-box accessories, freebies and combos (if any) should be present.|
|Unused Product||The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable).|
|Undamaged Product||The product should be undamaged and without any scratches, dents, tears or holes.|
|Undamaged Packaging||Product's original packaging/ box should be undamaged.|
Cancellations are accepted under following circumstances:
- Ordered products are NOT in transit.
- Orders have NOT yet been processed by the supplier.
- If the supplier is NOT able to replace the requested products.
Partial Cancellations / Modifications
In case you want to partially cancel some products from the order placed, the same needs to be notified to the customer care of xfactory.in within 24 hrs of the order generated subject to “Ordered products are NOT in transit” or “Ordered products NOT yet processed by the supplier” and the xfactory.in customer care will do the needful.
- All orders are subject to acceptance by the supplier.
- A shipment, once arrived at a buyer’s doorstep, cannot be cancelled for any reason other than mentioned in the return policy above.