Return and Exchange
Thank you and we hope you are happy with your purchase.
Except under specific circumstances, we do not allow return or exchange of the items purchased. This is especially true for orders sent outside India, where additional clearances, customs, and taxes are involved.
All items are quality controlled and checked for any faults before they are shipped to customers.
If you receive any packages that have been damaged in transit, the issue needs to be brought up with the delivery agents at the time of delivery itself and claims etc. filed with their redressal mechanisms. We may also be apprised of the issue immediately for follow up on our part.
For other problems with the condition of the items, please contact us within 24 hrs of receiving your order at [email protected] or our retail service number + +91 120-4018900 sending us a photo of the damaged parcel / product so that we can evaluate the issue and help make it right.
Our returns team must receive and approve your return or exchange request. Xylem Papercraft Pvt. Ltd. reserves the right to accept or reject exchange or return requests without apprising the customer of any reason
To be eligible for a return or replacement, the item must be unopened / unused / in its original packing, complete with tags and labels. We will also need the shipping receipt and proof of purchase
Exceptions/ Non-returnable items
The following items or reasons do not qualify for a return / exchange
- Items that show variations in content or look because of the nature of the handmade processes and handmade or recycled materials used.
- Items that are at special prices, are Weigh-to-Go, or bought in a SALE. These items are ‘Final Sale’ items and are sold on an as is where is basis at the point of origin.
- Items that have been personalised, imprinted, customised, or produced specially for the customer. These are sold on an ex-factory basis and claims for damage in transit etc., if any, will have to be placed with the courier / transporter and these claims will follow their process. (The shipping can be insured if specifically asked for, and the charges will need to be paid by the customer.)
- Items that are shipped outside India
To return an item, please email customer service at [email protected] to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging, and mail your return to the following address:
Xylem Papercraft Pvt. Ltd.
W 3 Sector 11 NOIDA 201301
Gautam Budh Nagar (U.P.)
Products that are eligible for return or exchange should be returned within three (3) days of the date of the RMA. Please note that all return shipping charges will be payable by you. We strongly recommend that you use a trackable method to send in your return.
After receiving your return and inspecting the condition of your item, we will process your exchange. Please allow at least seven (7) days from the receipt of your item for the process.
In case of refunds, please remember that it can take some time for your bank or credit card company to process and post the refund too. Therefore our preferred mode of refund is by Bank transfer to your account. For this the details of Account number, IFSC code / SWIFT have to be provided. The refund amount will be minus the shipping charges. We will notify you by email when your return/refund has been processed.
If you have any questions concerning our return policy, please contact us at: