Refund policy

Return, Cancellation & Refund

xLongevity Chirayu Private Limited (“Company”) (the owner and the operator of the Platform are referred to collectively as “We”/ “Us”/ “Our”/ “xLongevity”) strives to provide you You (“You”, “Your” “Users” or “User”)  with the best possible customer experience. We will do Our best to provide Our products to you in a timely manner. We are committed to providing You with the highest quality longevity supplements and ensuring Your satisfaction with Your purchase. Please carefully review Our policies:

Return & Refund Policy

Eligible criteria for return or replacement:

Returns or replacements will only be accepted for the following reasons:

1. Damaged or defective products are received by the User and it is determined that the product was not damaged while in Your possession but during transit.
2. The product received by the User does not match the ordered product.
3. All products must be returned unused and in the original packaging as they were when received by the User. Opened supplements or ingestible cannot be returned due to health and safety reasons.
4. If the product is at fault, or the packaging is damaged beyond the salvageable state, the User will either get a refund or the product will be replaced.
5. When an excessive price has been charged/collected from the User, the amount will be refunded.

Products not eligible for return or replacement:

1. If the product has been opened, partially used, or tampered.
2. If the product packaging/packaging box/seal has been tampered with. Users are strongly advised to check the package carefully upon acceptance and should ensure that the security seals or tags are still intact. The user should not accept the order if the package appears to be tampered.
3. If it is explicitly mentioned on the product detail page that the product is non-returnable.
4. If any accessories or freebies supplied with the product are missing.
5. Returns will not be accepted if the product has been used, the seal has been broken, or the serial number has been tampered with, except in cases of damage or defect.
6. If the product is without original packaging and accessories/freebies.
7. If the product is damaged due to misuse.
8. Failure to adhere to the recommended storage conditions. The User acknowledges that the proper storage of the products is essential to maintain their quality and efficacy. The products should be stored in a cool and dark place, away from direct sunlight, humidity, and extreme temperatures.
9. Adverse effects resulting from the User's health conditions or allergies.
10. If any of the products ordered are missing, or if the User has received an incorrect wrong product not ordered. Users have to inform about such an error within 48 hours and beyond 48 hours no refund will be allowed.
11. We reserve the right to refuse a refund or return if the product does not meet these conditions or if the return appears fraudulent or would cause loss to the company.

Cost for returning items:

1. Please note that We can only refund the shipping costs for returning an item where:
2. Shipping and handling charges are non-refundable unless the return is due to a mistake on Our part.
3. We will not refund shipping charges for items not found to be in good working order.
4. xLongevity provides transit insurance for products, which is valid until the time of delivery acceptance.
5. Any return shipping costs are the responsibility of the customer unless the return is necessitated by xLongevity’s error.

Return process:

1. To initiate a return, Users have to contact Our customer service team and send an email to customercare@xlongevity.com with photos of the damaged/incorrect product within 7 days of receipt of the package.
2. The return window ranges from 0-7 days from the date of delivery.
3. Return requests will be validated by xLongevity and instructions on how to return the product will be provided via a confirmation email and Or phone.
4. Upon receiving the returned product, Our team will inspect and validate the claim. 
5. The inspection and validation of the claim can take place up to 7 working days of receipt of the returned product.
6. If approved, We will process the refund to the original payment method used for the purchase.      (Credit Cards, Debit Cards, UPI and Net Banking). If approved, We will process the refund in the same mode of payment as the original purchase. Cash refunds will not be given for credit card or online purchases. In the case of COD, the refund will be initiated upon sharing the bank account details with xLongevity by the User.
7. Refunds cannot be processed to third-party accounts. Refunds will be made in the registered name of the customer only.
8. We will arrange a reverse pickup for the product and then issue a full refund or a different item in exchange, as per User's request. In most locations, We offer a free pick-up service. If we don't offer a pick-up at Your location, in such cases, We will credit the shipping costs. Please note that replacements are subject to the availability of the particular product.
9. The amount is expected to be reflected in Your account after the completion of verification. Refunds for all eligible returns are issued through the payment method used at the time of purchase, except for Cash on Delivery. The average time for a refund after the return is verified by the returns team is 5-7 business days. Refund timelines depend on bank turnaround times and RBI guidelines.
10. The user understands and acknowledges that We reserve the right to claim back any refund that has been processed by us as a result of fraudulent activities such as the return of wrong products or the wrong quantity of the products.

Note:

As all products offered by xLongevity are nutritional products for ingestion, products once opened will not be eligible for replacement or a refund. Similarly for coaching services and testing services once imparted, the User cannot claim a refund of the same. The onus of evaluating the suitability of a product or service for a particular lifestyle, state of health, or dietary preference lies entirely with the User. We strongly urge You to go through the information relating to product ingredients and known potential allergen warnings.

If You have any questions or concerns about Our refund, return, and cancellation policy, please feel free to contact Our customer support team. We are here to assist You and ensure Your satisfaction with Our products and services.

Cancellation & Refund Policy

Product Cancellation:

Cancellations will be possible provided an order has not been shipped. Orders once shipped cannot be canceled. If the order has not been shipped, We will process the cancellation and issue a full refund.

Service Cancellation:

For single purchases of services, such as one-time coaching sessions, the User can cancel a session only up to 1 hour before the scheduled start time. Cancellation on the platform will be disabled within 1 hour of the scheduled time.

In case the User cancels the coaching session 24 hours before the scheduled time, the User will be allocated a refund in the form of credits that can be utilized solely for scheduling another coaching session.

If the User cancels the coaching session with less than 24 hours remaining from the scheduled coaching session then there will be no refund or allocation of credits.

Refunds will be processed within 5-7 business days to the User’s xLongevity account.

Note:

These Policies are subject to change and may be updated without prior notice. Users are advised to review the policy before availing of Our services to stay informed.