Refund policy

At XO, we want you to absolutely love your purchase! If you have an issue with your order, we’re here to help.

Order lost? :

If your order is lost by courier, we will reship a new order to you. You don't have to pay anything extra. 

Please note, we do not refund for lost orders. 

Eligibility for Returns:

You can request a return within 2 days of receiving your order if:

  • Returns are accepted only if:
    • The product is defective.
    • You received the wrong model or design.

  • Returns will NOT be accepted if:
    • You simply don't like the product.
    • You selected the wrong phone model while placing the order.
    • Concerns regarding camera protection will not be eligible for return, exchange, or refund.
  • Slight color variations may occur due to differences in case material and printing processes. These are completely normal and not considered valid reasons for return or exchange.

Condition for Exchange/Replacement :

  • Items must be unused, in their original packaging, and in the same condition as received.
  • An unboxing video required. 

How to Request an Exchange/Replacement :

  1. Contact us at xocases.in@gmail.com within 2 days of receiving your order.
  2. Provide details of the issue along with images and a video of unboxing the product showing any defects or errors. (The video must show the sealed parcel being opened).
  3. Once your request is reviewed, you will receive an update on email.

RTO Orders : 

At XO Cases, we work hard to ensure smooth deliveries.
However, sometimes orders return to us due to issues beyond our control.
Here’s our clear and simple RTO policy:

1. What is an RTO?

An order is marked Return to Origin (RTO) when the courier is unable to deliver the package due to reasons such as:

  • Customer not available

  • Wrong/incomplete address

  • Phone number unreachable

  • Customer refused delivery

  • COD not confirmed

When this happens, the package is sent back to us.

2. What Happens When Your Order is RTO?

For COD Orders

If your COD order returns to us as RTO:

  • We do not reship COD orders again.

  • For reshipping, the order must be prepaid, as the courier charges us both ways —
    ✓ COD payment handling charges, and
    ✓ Forward + return (to & fro) shipping charges.

  • You will receive an email once the order is received in our warehouse.

    This helps us reduce losses due to repeated non-deliveries.

For Prepaid Orders

If your prepaid order is RTO due to reasons like the customer not being reachable or incorrect address:

  • You may request a reshipment.

  • If the RTO happened due to incorrect details or unavailability, the customer will need to pay the shipping charges for reshipping.

3. How to Avoid RTO?

To ensure smooth delivery:

  • Keep your phone reachable after placing the order.

  • Respond to courier calls/SMS.

  • Provide complete address details with house number, street, landmark, and pincode.

  • Pay on delivery if you choose partial COD. (Don't pay the outstanding amount online after your order is shipped. As the courier system may not update on time and the agent may ask you to repay. If you refuse, agent may cancel/return the order.

This helps us deliver your order faster and safely.

4. Need Help?

If your order is marked RTO and you need it reshipped, we’re here to help.
Contact us at heyxocases@gmail.com

Important Notes : 

  • We are unable to accept cancellation requests or changes to the order or delivery address once an order has been processed. We appreciate your understanding.
  • RTO orders can take time to return to us. Our team will reach out to you when we receive the RTO order back.