Returns & Refunds
Last updated: 25 July 2026 · Applies to Xeta, Kevo and Vibzy
For physical goods bought on Xeta Store, which Xeta buys, stocks and ships itself. Kevo subscriptions are covered separately by the Refund Policy, and purchases on merchants' Kevo stores are between you and that merchant.
1. Cancelling before dispatch
You can cancel any order that hasn't been dispatched yet — write to us on WhatsApp or email with the order number and we'll stop it. If you already paid, the full amount including delivery is refunded.
Once a parcel is with the courier we can't recall it. At that point please refuse delivery or use the return process below.
2. Returns — what we accept
Tell us within 7 days of delivery if the item is:
- Damaged — broken, leaking or crushed in transit.
- Defective — doesn't work as it should.
- Not what you ordered — wrong item, wrong variant, or missing from the parcel.
Please keep the packaging and send a photo — it settles a courier damage claim in one message instead of several.
3. What we can't take back
- Opened personal-care and beauty items.Serums, creams and anything applied to the body can't be resold once the seal is broken. Unopened and sealed, they're returnable within the 7 days above.
- Items damaged by use, or missing parts, accessories or packaging.
- Anything reported after the 7-day window, unless a warranty applies.
We don't currently run a general “changed my mind” returns programme. We're a small shop and we'd rather say so than advertise something we can't absorb — cancel before dispatch and nothing is lost.
4. How to start a return
- Message +91 120 426 3622 on WhatsApp, or email support@xeta.in.
- Include your order number (it looks like XETA-XXXXXX-XXXX) and a photo if the item arrived damaged.
- We'll reply with whether it's a pickup or a replacement, and arrange it. You don't pay return shipping when the fault is ours.
5. Refunds
- Approved refunds go back to the original payment method — UPI, card or net banking.
- For a cash-on-delivery order we'll ask for a UPI ID or bank details, since there's no payment to reverse.
- Processed within 5–7 business days of the returned item reaching us, or of us confirming a damage claim. Your bank may take a few days more to show it.
- Delivery charges are refunded too when the fault was ours.
6. Parcels that come back to us
If a courier can't deliver — wrong address, nobody available, or a refused COD order — the parcel returns to us and the order is cancelled. Prepaid orders are refunded in full. If the address was wrong, we may deduct the actual return shipping cost and will tell you the amount before doing so.
7. If you're not satisfied
Write to our Grievance Officer. Complaints are acknowledged within 48 hours and resolved within one month.
Questions about this policy? Reach us via the Contact page — Xeta · Proprietor: Pushpa Chaturvedi · Greater Noida, Uttar Pradesh, India.