Returns, Refunds and Exchange is the scheme provided by xyz beverages, in relation to specific products. Returns, refund and exchange policy gives you an option to return, or exchange items purchased on the platform, within the specified return/exchange period, as detailed on the product details page, subject to applicable terms and conditions set out under this policy and/or such other policies as may be applicable from time to time.

Returns

At the time of purchasing any products that are listed on the platform, you will be visiting the product description page which will set out whether the product is returnable or not. The products that are explicitly identified as ‘not returnable’ on the product detail page cannot be returned while the products which are identified as ‘returnable’ are eligible for return with the conditions as specified in the product description page and this policy. The platform at its discretion may not accept returns of any Product for reasons, including but not limited to, the products being sold under any offer, promotion or discount, if the product being returned is not in good condition, etc.
Xyz beverages shall not be liable or accountable for accepting returns in the circumstances where you have:
(a) not followed the process of initiating returns as provided in this policy and in other communications to You
(b) returned a shipments with wrong product, extra product or missing products,, and
(c) acted in a bad faith or fraudulent manner.
Further, in the event of abuse of the platform or the platform policies which include excessive returns, high claim percentage or refusal to accept shipments, indication of any fraudulent or suspicious activity or behavior on our platform or association with any such activity or behavior, including where your user metrics such as your claim rate, return rate etc., are higher than the average rate of the other users on our platform (“Abuse of Platform Policies”); xyz beverages shall at its sole discretion not accept any return initiated by you or compensate you for wrong/damaged/missing products.
With respect to products that are identified as ‘non-returnable’ on the product display page, you will be allowed to exchange such products subject to applicable policies of the platform. In the event that a product for which only exchange is available as per the product description page, the user can opt for a ‘call me back’ option and the returns will be enabled for that user if it is found that the return has been initiated for genuine reasons, at the sole discretion of xyz beverages.

Exchange

You can check whether the product is exchangeable or not after the product has been delivered in the order details page in the ‘My Orders’ section. If the product can be exchanged, You may exchange the product, subject to applicable policies.
Eligibility of a product for exchange is subject to various aspects including but not limited to stock availability, address being serviceable and such other aspects at the sole discretion of the Platform. Further, the eligibility of the product to be exchanged will depend upon the reason for exchange provided by the customer. The product will not be eligible for exchange if the reason for exchange is either of: (a) the customer is not interested in the product, or (b) quality issues with the product.
Further, XYZ beverages will not be accepting any exchanges if: (a) the product which is being exchanged is not the same product that was purchased originally,
(b) you have not followed the process of initiating returns as provided in this Policy and in other communications to You,
(c) in a bad faith or fraudulent manner.
Further, in the event of any Abuse of Platform Policies, XYZ beverages shall at its sole discretion not fulfill any exchange initiated by you.
The exchange request must be raised within the return window period specified on the product detail page.
In case of exchange, if the cost of the new product is more than the original product delivered, you will have to pay the difference in amount and if the cost of the new product is less than the original product delivered, the difference in amount will be refunded. In the event that xyz beverages is not able to meet the exchange requested by you due to non availability of the product, the exchange request will be converted to a return request by xyz beverages at the sole discretion of xyz beverages and such a return will be subject to the terms and conditions of this policy.
Further, once a product has been exchanged, there cannot be any more exchanges on the same order.

How to return a Product?

You can return the products purchased on the platform within the specified return period provided on the product description page. To return a product, please follow the steps mentioned below:
a. If a product is eligible for return, the user will be able to initiate the return request under the ‘My Orders’ section.
b. Create a ‘return request’ under the ‘My Orders’ section on the Platform and follow the instructions provided on the Platform.
c. After the ‘return request’ has been raised, Return ID will be generated by XYZ beverages
d. In case you purchase multiple products in a single order, return requests for individual items can also be raised.
e. Once a return request is raised, XYZ beverages shall analyse the request and accordingly process the request internally. All return claims shall be subject to XYZ beverages discretion and applicable policies.
f. If you have scheduled a pick – up for returning the product, please keep the items ready to be picked up by the delivery partners.
g. Please keep the product in the original manufacturer’s packaging, all tags should be intact, the product should be unused and warranty card, if any, should also be placed with the product.
h. At the time of pick up, our delivery partner may conduct a quality check on the product to ensure the product meets the criteria specified under return guidelines. If the product fails such a quality check, the product shall not be returned, and no refund shall be made against such product.
i. Please note that the product will be picked up from the same address where delivery was made. Further, on receipt of returned product, the product shall undergo a quality check. If the product returned is in an acceptable condition, as determined by XYZ beverages at its sole discretion, the refund shall be initiated, otherwise the product will be re-shipped to you, at your cost, and no refund shall be initiated.

How to exchange a Product?

You can exchange the products purchased on the platform within the specified exchange period, unless the ‘My Orders’ page specifies that the product is not exchangeable and subject to applicable policies. It is hereby clarified that exchange in this policy means exchange with the same product and not with a different product. To exchange a product, please follow the steps mentioned below:
a. If a product is eligible for exchange, the option shall be available against the product under ‘My Orders’ section.
b. Create a ‘exchange request’ under the ‘My Orders’ section on the Platform and follow the screens that are prompted.
c. In case you purchase multiple products in a single order, exchange requests for individual items can also be raised.
d. After an exchange request has been raised, Exchange Id will be generated.
e. Keep the items ready for exchange pick up. Please keep the product in the original manufacturer’s packaging, all tags should be intact, product should be unused and warranty card, if any, should also be placed with the product.
f. Once the original product is handed over to the delivery agent, the exchanged product will be delivered to you separately or by the same agent at the time of pick up, at the sole discretion of XYZ beverages.
g. At the time of pick up, the delivery agent may conduct a quality check on the product to ensure the product meets the criteria specified under return guidelines. If the product fails such a quality check, the product shall not be exchanged.
h. The product will be picked up from the same address where delivery was made.

Common Guidelines for Return and Exchange

Prior to initiating a return or exchange request on the Platform, You shall ensure that, the product which is either being returned or exchanged:
must not be damaged in your possession; a. must be in its original condition with all the packaging including brand/manufacturer’s box/packaging, tags, warranty cards and other accessories intact;
b. must be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable).
c. must not be used or altered;
d. must be the same product that was delivered to you; and
e. must be returned/exchanged within the return window specified against a product on the product detail page
Further,
IMEI/ name/ image/ brand/ serial number/ article number/ bar code of the returned/exchanged product should match the records of XYZ beverages. Any additional conditions provided in the product details against each product shall be applicable as well. Further:
a. Your address and the item that you wish to return/exchange must be eligible for return/exchange as provided in this policy.
b. If the return is not eligible for pickup, a return option will not be available
c. If you have requested for a return, you will be provided with a refund once the product returned has been received by the seller. If you have requested for an exchange, you will be provided with the exchange produced.
d. The products available on the Platform are usually returnable/exchangeable within 7 days of delivery. However, specific details in relation to each product are mentioned in the product description. Further, a product which has been returned/exchanged cannot be returned/exchanged again.

Refund
How will I get my refund?

a. Refund will be credited to the same source of payment from which payment was received, after deducting the cost of return (where applicable), once the return product is received.
b. If you desire to return a product, then you shall be entitled to receive only the amount actually paid by you for the purchase of the product, subject to applicable deductions.
c. In the event any product is returned, then any offer, promotion, discount applied to such product shall be forfeited.
d. If you have made the payment through your bank account, the refund will be credited to the same bank account from which payment was received after deducting the cost of return (where applicable), once the return is received.
e. If you have made the payment as cash on delivery, you will be given an option to either receive the refund in your bank account or as XYZ beverages Balance. If you have chosen to receive the refund in your bank account, you will be required to provide us with your bank account details and the refund amount will be credited to the bank account details provided by you. XYZ beverages shall not be liable to you in case incorrect bank account details have been provided by you.
f. In case of any discrepancies regarding receipt of refund amount, XYZ beverages may request for additional information such as bank statement or any other relevant document.

When will I get my refund?

Following are the processing timelines after the product is received by us or when the seller notifies us of the receipt of the products.

• Refund Method - Refund Time Frame
• Credit Card, Debit Card, Net Banking, UPI Linked Bank Account - 3-7 Business Days
• Cash on Delivery (Refund to Bank Account in the event that the conditions for Instant Refund mentioned below are not met) - 3-7 Business Days after updating the bank account details
• Meesho Balance - Maximum up to 2 Business Days

Miscellaneous

Please note that all the customer claims and requests for return/refund shall be subject to XYZ beverages satisfaction. XYZ beverages reserves the right, at its sole discretion, to amend, change, modify, add or remove any portion of this policy at any time without any prior written notice to you. It is your responsibility to review this policy periodically for any updates/ changes. For any further queries regarding return, exchange or refund, please reach out to customer support at XYZ beverages.com.