Last published: January 08, 2025

XPaydite is committed to providing a secure and hassle-free experience to our buyers. We are committed to ensuring transparency and support in resolving refund-related concerns. This policy outlines the terms and conditions for processing refunds for products purchased from XPaydite. Regarding refunds for purchases made when XPaydite is the Agent, please refer to our Terms & Conditions page.

General Refund Conditions

The Product/Service that you are purchasing will be sold by XPaydite to you where XPaydite is the reseller/Seller on Record/Merchant on Record. If you are not satisfied with the item(s) purchased, you may place request for returns & refund via our contact details on this website or in email receipts/invoices for the purchase. Buyers may also raise such requests through the supplier website or contact details. Refunds are generally subject to the terms and conditions of this policy and the product or service you purchased from XPaydite.

Eligibility for Refunds

Refunds may be accepted or initiated under the following conditions:

• The order or payment transaction was unauthorized or fraudulent.

• There was a processing error leading to duplicate or incorrect charges.

• Faulty Product or Service supplied by the Suppliers and any other conditions supported by the Suppliers or our arrangement with them.

Refund Request Process

• Buyers are advised to contact us to request a refund or may contact the merchant directly.

• When contacting us, including if the merchant is unresponsive or if there is a dispute, buyers should reach our support team at cs@xpaydite.com with:

  • Order ID

  • Proof of payment

  • Reason for refund request

• XPaydite may choose not to support the refund based on the analysis of the order completed by our team or our supplier. The buyers shall be updated accordingly of the decision.

Refund Timeline

• The approved refunds will be processed within one business day.

• Funds may take 2-5 business days to reflect in the buyer account, depending on the payment method used to complete the purchase.

• For physical products, the refund timeline may vary based on the time required for the product to be returned and verified. For international orders, the refunds may not be supported or there may be additional costs for buyers to ship the products to our suppliers.

Non-Refundable Orders

Certain orders may not qualify for refunds, including but not limited to:

• Digital goods or services already delivered, rendered or product already opened or used.

• Products identified under non-refundable categories or refunds not supported by our supplier policies. Buyers are advised to read the supplier policies before submitting the purchase.

• Bulk shipment or orders may be subject to additional review and decision.

Refund Disputes

If a refund request is denied and the buyer disagrees, a formal dispute can be raised through our dispute resolution process as mentioned under Customer Grievance Policy. Contact us at cs@xpaydite.com for further assistance.our website will not work on partner websites where such permissions will have to be given again.

Refund & Grievance Policy

Customer Grievances

Last Published Date: Dec 14 2024

At XPaydite, we believe complaints are opportunities that enable us to make our processes / systems stronger to create a better customer experience.

XPaydite brings world class products and services to the Customers i.e. you and helps by reselling and / or making the purchase experience seamless from the suppliers or providers. XPaydite aims to provide a localized experience to the Customers and enable the purchase in domestic currency using commonly used channels than otherwise available directly from the manufacturer or supplier. We constantly work towards optimizing our services but understand the possibility of not being able to meet everyone's expectations or exceptions that may be out of our control and cause unexpected outcomes for the Customers. In addition, as XPaydite is not the maker or provider of products or services being bought, we are unable to provide solutions for certain things like product functionality etc. Due, but not limited to the stated reasons, we have invested in processes to support and address such complaints or help connect complainants with such makers or providers.

For any complaints regarding services provided by XPaydite, please write to CS@XPaydite.com or any other such means as provided by us in the purchase confirmation or communication. This is applicable for grievance related to purchases or sale process and experience enabled on the provider websites or property by XPaydite.

Customers can file complaints against the providers, suppliers or XPaydite. Subsequent handling of a complaint will depend if the complaint pertains to XPaydite services or product/services being bought.

Complaint against XPaydite services:

• For complaints related to transaction processing and sale of product where XPaydite as a reseller, XPaydite is responsible for providing resolution to the Customer.

• Complaints involving third party services by XPaydite's partners which Customers may not be aware of, will be treated as complaint against XPaydite's services. Complaints due to deficiency in Payment partners or Acquirer services will fall in this category.

• XPaydite will acknowledge complaints within T+5 working days, where T is the date of receipt of complaint by XPaydite.

• XPaydite will aim to resolve complaint within 20 working days.

Complaint against Supplier or Provider partners:

• If the complaint pertains to the product supplier/ service provider, Customer will be informed and details of the concerned party/supplier will be shared for raising it further with them, should Customer or such provider/supplier choose to.

• Such complaint may include but not limited to product/service functionality, features, operating procedures, enhancements, ongoing support, warranties, delivery issues etc.

• XPaydite will make reasonable effort to provide a seamless experience to Customer even for complaints that does not relate to our platform and services.

• TAT in such scenarios may be vary due to nature of complaints and internal processes of such providers/suppliers. As a customer centric gesture, XPaydite will coordinate with the concerned party for closure of third party complaints.

We love hearing what Customers have to say about us. We encourage Customers to write to us to let us know our shortcomings; however, for product maker/provider related complaints, it may be in Customers' interests to write to them directly for faster resolution. We will be happy if Customers choose us over our suppliers for their issues.