Last Updated: September 20, 2026
At Xaali.in, we want you to receive fresh and quality products with every order. Because we primarily sell fresh fruits, vegetables, groceries, and other potentially perishable products, our return and refund process is different from that of non-perishable e-commerce products.
By placing an order through Xaali.in, you agree to the terms of this Refund & Returns Policy.
1. Returns of Fresh Products
Fresh fruits, vegetables, and other perishable products are generally not eligible for return after delivery.
This is because perishable products cannot normally be returned to inventory and resold after leaving our facility.
However, if you receive a product that is damaged, spoiled, rotten, unusable, incorrect, or significantly different from what you ordered, you may request a refund or replacement.
2. Report a Problem Within 24 Hours
If there is a problem with your order, please contact us within 24 hours of delivery.
For the fastest resolution, please provide:
- Your order number
- Your name
- Your registered mobile number
- Name of the affected product
- Description of the problem
- Clear photographs or video of the product
Photos or videos may be required to verify the condition of the product.
You can contact us at:
Email: support@xaali.in
3. Eligible Reasons for Refund or Replacement
You may be eligible for a refund or replacement if:
- The product arrived visibly damaged;
- The product was rotten or spoiled when delivered;
- The product was significantly unsuitable for consumption upon delivery;
- You received the wrong product;
- An item was missing from your order;
- The delivered product is substantially different from the product ordered.
Eligibility will be determined after reviewing the circumstances and, where necessary, the evidence provided.
4. Refund Options
If your claim is approved, Xaali.in may provide one of the following:
Product Replacement
Where the product is available, we may replace the affected item.
Refund
We may refund the amount paid for the affected product.
Store Credit
Where appropriate and agreed with the customer, we may provide store credit for a future purchase.
The resolution may depend on product availability, the nature of the issue, and the circumstances of the complaint.
5. Partial Refunds
If only some products in an order are affected, the refund will generally apply only to the affected products rather than the entire order.
For example, if three products were ordered and one product arrived damaged, the refund may be limited to the value of that affected product.
6. Wrong or Missing Products
If you receive an incorrect product or an item is missing from your order, please contact us within 24 hours of delivery.
After verification, Xaali.in may:
- Deliver the missing product, subject to availability;
- Replace the incorrect product; or
- Refund the value of the affected product.
7. Product Quality and Natural Variations
Fresh produce is a natural product. Differences in:
- Size
- Shape
- Colour
- Weight
- Ripeness
- Texture
- Appearance
may occur naturally.
Such variations alone do not necessarily qualify for a refund or replacement.
However, if a product is spoiled, rotten, damaged, unsafe, or substantially below reasonable quality at the time of delivery, please contact us.
8. Refunds for Cancelled Orders
Customers may request cancellation before the order has been dispatched.
If cancellation is accepted before dispatch and payment has already been received, the applicable refund will be processed through the original payment method or another appropriate method.
Once an order has been dispatched, cancellation may not be possible because fresh products may have already been picked, packed, and prepared specifically for delivery.
9. Failed Delivery and Customer Unavailability
Customers are responsible for providing an accurate delivery address and ensuring that someone is available to receive the order.
A refund or replacement may not be available where an order cannot be delivered because:
- The customer provided an incorrect address;
- The customer provided an incomplete address;
- The customer was unavailable to receive the order;
- The customer could not be contacted;
- Access to the delivery location was unavailable;
- The customer refused delivery for reasons unrelated to product quality.
Because our products may be perishable, we may not be able to re-deliver an order after a failed delivery attempt.
10. Products Damaged After Delivery
Xaali.in is not responsible for deterioration or damage that occurs after successful delivery due to improper:
- Storage
- Handling
- Temperature control
- Washing
- Preparation
- Consumption practices
Refund or replacement requests should relate to the condition of the product when it was delivered.
11. Refund Processing
Once a refund has been approved, we will initiate the refund through the applicable payment method.
The time required for the amount to appear in your bank account, card, UPI account, or other payment account may vary depending on the payment gateway, bank, card issuer, or financial institution.
Xaali.in is not responsible for delays caused by third-party financial institutions or payment providers.
12. Shipping and Delivery Charges
Where a refund is approved because of an error attributable to Xaali.in, such as an incorrect or defective product, the applicable resolution may include the relevant delivery charge where appropriate.
Where an order fails due to circumstances attributable to the customer, delivery charges may not be refundable.
13. Non-Returnable Products
Unless otherwise stated, the following are generally non-returnable after delivery:
- Fresh fruits
- Fresh vegetables
- Perishable groceries
- Cut or prepared produce
- Products specifically prepared or packed for an individual order
This does not affect any rights or remedies that cannot legally be excluded under applicable law.
14. How to Request a Refund or Replacement
Please contact us with the following details:
Order Number:
Customer Name:
Mobile Number:
Product Name:
Issue:
Photos/Video:
Send your request to:
Our team will review the request and communicate the applicable resolution.
15. Fraudulent or Abusive Refund Requests
Xaali.in reserves the right to investigate repeated, suspicious, fraudulent, or abusive refund claims.
Where permitted by applicable law, we may decline claims that appear to involve:
- False information;
- Manipulated or misleading evidence;
- Repeated abuse of the refund process;
- Intentional damage after delivery;
- Other fraudulent activity.
16. Changes to This Policy
We may update this Refund & Returns Policy from time to time.
Any changes will be published on this page with an updated “Last Updated” date.
17. Contact Us
For refund, replacement, return, cancellation, or order-related queries, please contact:
Xaali.in
Email: support@xaali.in
Website: Xaali.in
We aim to review genuine customer complaints fairly and provide an appropriate resolution as quickly as reasonably possible.
By placing an order through Xaali.in, you acknowledge that you have read and understood this Refund & Returns Policy.