1. Order Confirmation

All orders placed with Xelium are subject to product availability, confirmation of technical specifications, pricing, payment terms, and acceptance by our sales team.

Customers are advised to carefully verify the product description, cable type, conductor specifications, voltage rating, quantity, dimensions, and other technical requirements before confirming an order.

2. Order Cancellation Policy

Customers who wish to cancel an order must contact our sales or customer support team as soon as possible after placing the order.

• Before Order Processing: Cancellation requests may be accepted if the order has not entered production, procurement, or dispatch processing.
• During Production: Orders involving customised cables, special manufacturing requirements, non-standard specifications, or made-to-order products may not be eligible for cancellation once production has started.
• After Dispatch: Orders that have already been dispatched may not be cancelled through the standard cancellation process. Customers should contact our team to discuss the available resolution.
• Special Orders: Orders involving specially procured materials, customised cable lengths, specific technical configurations, or non-standard products may be subject to additional cancellation charges or non-refundable costs.

Cancellation requests are subject to review and written confirmation from Xelium. Submitting a cancellation request does not automatically mean that the order has been cancelled.

3. Refund Eligibility

Refund requests may be considered under the following circumstances, subject to verification and applicable order terms:

• Payment has been received but the order cannot be fulfilled by Xelium.
• An order cancellation has been approved before production or dispatch, as applicable.
• The supplied product is materially different from the confirmed order specifications due to an error attributable to Xelium.
• The product is received in a damaged condition and the damage is verified.
• A duplicate payment or excess payment has been received.
• A refund is otherwise required under applicable law or agreed contractual terms.

4. Product Return Policy

Customers should inspect the products upon delivery and inform us promptly if they identify any damage, shortage, incorrect product, or discrepancy in the supplied material.

Product return requests may be considered when:

• The delivered product does not match the confirmed order specifications.
• The product has been damaged during transportation, subject to verification.
• An incorrect product has been supplied due to an order fulfilment error.
• A valid manufacturing or quality-related issue is identified and confirmed.

All returns require prior approval from Xelium. Products must not be returned without receiving return instructions from our team.

5. Non-Returnable Products

Due to the technical and customised nature of industrial cable products, certain products may not be eligible for return or refund unless they are defective, incorrectly supplied, or otherwise covered by applicable law.

These may include:

• Custom-manufactured or made-to-order cables.
• Cables manufactured according to customer-specific technical specifications.
• Products cut to customised lengths as per customer requirements.
• Specially procured materials or non-standard cable configurations.
• Products that have been installed, modified, altered, or used.
• Products damaged due to improper handling, storage, installation, or misuse after delivery.

These exclusions do not limit any rights or remedies available to customers under applicable law.

6. Damaged or Incorrect Products

If you receive a damaged product, incorrect cable type, incorrect quantity, or material that does not match the confirmed order, please notify our team as soon as reasonably possible.

To help us investigate and resolve the issue, customers may be required to provide:

• Order confirmation or invoice details.
• Photographs or videos showing the product condition.
• Details of the product discrepancy or damage.
• Relevant delivery or transportation documentation, where available.

Following verification, we may arrange an appropriate solution, which may include replacement, repair, credit, or refund, depending on the circumstances and applicable terms.

7. Refund Processing

Once a refund request is approved, the refund will be processed using the original payment method wherever reasonably possible, or through another mutually agreed payment method.

The actual time taken for the refunded amount to appear in the customer's account may depend on the payment provider, bank, or financial institution.

Any applicable refund deductions, cancellation charges, or non-recoverable costs will be communicated to the customer before processing, where applicable and legally permissible.

8. Replacement Policy

If a product is confirmed to have a manufacturing defect or has been incorrectly supplied due to an error attributable to Xelium, we may offer a replacement or another appropriate resolution.

Replacement eligibility will depend on product inspection, technical verification, order specifications, and applicable warranty or contractual conditions.

9. Shipping and Return Transportation

Responsibility for return transportation costs will depend on the reason for the return and the outcome of the investigation.

• If the return is due to an incorrect supply or verified product issue attributable to Xelium, the applicable return or replacement transportation arrangements will be communicated by our team.
• If a return is requested for reasons attributable to the customer, applicable transportation and handling costs may be borne by the customer, subject to agreed terms and applicable law.

10. Refund Exclusions

Refunds may not be available for the following situations, except where required by applicable law:

• Change of mind after customised manufacturing has commenced.
• Incorrect product selection or specifications approved by the customer.
• Damage caused by improper handling, installation, or storage after delivery.
• Products altered, modified, or used after delivery.
• Returns made without prior authorisation.
• Delays or issues arising from circumstances outside our reasonable control, where a refund is not otherwise required under the applicable agreement or law.

11. How to Request a Refund or Cancellation

To request an order cancellation, return, replacement, or refund, customers should contact Xelium through our official website.

Please provide your order number, invoice details, product description, reason for the request, and relevant supporting information.

Our team will review the request and communicate the next steps based on the order status and applicable policy conditions.

12. Policy Modifications

Xelium reserves the right to revise or update this Refund, Return & Cancellation Policy when necessary. Any updated policy will be published on this page.

13. Contact Us

For questions regarding refunds, returns, replacements, or order cancellations, please contact our team through the official website.

Website: https://xelium.in/

Contact Page: Contact Us