Refund & Cancellation Policy

Last updated: June 2026

At Kleonex Consumer Private Limited, we are committed to ensuring complete satisfaction with every XIVON purchase. This policy outlines the circumstances under which orders may be cancelled or refunded.

1. Order Cancellation

You may request cancellation of your order under the following conditions:

• Before Dispatch: Cancellations are accepted free of charge if the order has not yet been dispatched. Most orders are dispatched within 24–48 hours of placement.
• After Dispatch: Once an order has been dispatched, cancellation is not permitted. You may instead request a return upon delivery, subject to the conditions below.

To cancel an order, please email support@kleonex.in with your Order ID within the eligible window.

2. Returns & Replacements

We accept returns or replacements only in the following cases, when reported within 7 days of delivery:

• The product received is damaged in transit (sealed bottle with leakage, broken cap, etc.).
• The product received is materially different from what was ordered (wrong size, wrong variant).
• The product is found to be defective, expired, or tampered with at the time of delivery.

To initiate a return, email support@kleonex.in with:

• Your Order ID
• Clear photographs of the product and the issue
• The unopened (or partially used, if applicable) product in its original packaging

Once approved, our team will arrange a reverse pick-up or share return shipping instructions.

3. Non-Returnable Cases

Returns will not be accepted in the following situations:

• The seal of the product has been broken and the issue is not a manufacturing defect.
• The request is raised more than 7 days after delivery.
• The product is damaged due to misuse, mishandling, or storage outside recommended conditions.
• The product was purchased through unauthorized channels or third-party resellers.

4. Refund Process

Once your cancellation or return request is approved:

• Refunds are processed to the original payment method used at checkout.
• For payments made via Razorpay (Card, UPI, Net Banking, Wallets), the refund will be initiated within 3 business days of approval.
• The refund will reflect in your account within 5–7 business days of initiation, depending on your bank/issuer.
• Shipping charges (if applicable) are non-refundable except where the return is due to our error.

5. Bulk & Institutional Orders

Cancellations and refunds for institutional/bulk orders are governed by the terms of the individual purchase agreement. Please coordinate directly with our sales team at sales@kleonex.in.

6. Contact Us

For any questions about cancellations or refunds, please reach out to us:

Kleonex Consumer Private Limited reserves the right to amend this policy at any time. Changes will be effective immediately upon posting on this page.