EXLUX I RETURN & REFUND POLICY

EXLUX offers two separate return pathways depending on your situation. These are distinct processes with distinct conditions — please read both carefully before reaching out.

PATHWAY A — Change of Mind / Unopened Return

If you wish to return your order without opening it — for any reason — we accept sealed, completely unused returns within 7 days of delivery.Accepted — all conditions must apply:

• The item is completely unused and unopened
  
• The tamper-evident "Sterile Protocol" sticker is fully intact and unbroken
  
• The item is in its original EXLUX packaging — sleeve, frosted bag, and silica packet included
  
• The return is initiated within 7 days of the delivery date
  

Not accepted — if any one of these applies:

• The seal or sticker has been broken — even partially
  
• The towel has been removed from its packaging
  
• The towel has been used, washed, or touched
  
• The return request is made after 7 days of delivery
  
• The item was purchased during a sale or promotional offer
  

Return shipping for Pathway A is at the customer's expense.

PATHWAY B — Manufacturing Defect Return.

A manufacturing defect — such as torn fibres, loose seams, or visible fabric damage — can only be discovered after opening the product. This is a completely separate process.

Opening your EXLUX towel does NOT disqualify you from reporting a genuine manufacturing defect.

Pathway B exists specifically for this situation. If your product has a structural flaw discovered after unboxing, refer directly to Section 02 — Defect Protocol for the exact steps to follow.

You do not need an unopened product to make a valid defect claim. You need evidence — an unboxing video and photographs — which Section 02 explains in full.

Every EXLUX towel goes through strict quality checks before it leaves our facility. We stand behind every unit we ship.

If your item arrives with a structural defect or manufacturing error, here is what to do:

Step 1: Do not use the towel.

Step 2: Contact us at concierge@exlux.in within 48 hours of the delivery timestamp. Reports made after 48 hours cannot be processed — no exceptions.

Step 3: Include the following in your email:

• Your full name and order number
  
• A short description of the defect
  
• High-resolution photographs of the defect
  
• An unboxing video clearly showing the tamper-evident seal intact before opening
  

Step 4: Our concierge team will review your submission within 24–48 hours and confirm whether a replacement is authorized.

Authorized defect cases will receive a free replacement dispatched within 2 business days. No questions asked.

Damage caused by incorrect washing — fabric softener, bleach, or high heat — does not qualify as a manufacturing defect.

We process and dispatch orders fast — that is the EXLUX Standard.

Cancellations are accepted only within 4 hours of order placement.

Once your order enters the "Dispatch" phase, it cannot be altered, paused, or canceled — it has already been packed, labeled, and handed to our courier partner.

To request a cancellation within the 4-hour window, email concierge@exlux.in immediately with your order number and the subject line: 

"Cancellation Request — [Order Number]".

If your cancellation is approved, a full refund will be processed to your original payment method within 5–7 business days.

For online payments (Credit Card, Debit Card, UPI, Net Banking): Authorized refunds will be routed back to your original payment method within 5–7 business days of approval.

For Cash on Delivery (COD) orders: Authorized COD refunds will be transferred to the bank account within 10-12 business days

Refund processing timelines depend on your bank or payment provider. EXLUX is not responsible for delays caused by your bank after we have initiated the refund.

To protect our logistics network and keep shipping costs fair for all customers, all COD orders must pass our verification protocol before dispatch.

Here is how it works:

Step 1: You place a COD order on exlux.in. 

Step 2: You receive an automated WhatsApp confirmation link within a few hours. 

Step 3: You click the link to confirm your order and delivery address.

Step 4: Your order is dispatched only after verification is complete.

Unverified COD orders are automatically voided after 24 hours. No charge is made. You are free to re-order at any time.

To prevent fake orders, incorrect addresses, and unnecessary courier costs, ultimately keeping our prices fair for genuine customers.

EXLUX subsidizes premium forward shipping costs for every customer. When a COD package is unjustifiably refused at the doorstep, it costs us two-way shipping fees and wastes courier resources.

If a COD package is refused at delivery without a valid reason, the customer's IP address, email address, and phone number will be permanently flagged. All future orders will be restricted to Prepaid Only.

Valid reasons for refusal include visibly damaged outer packaging, the wrong product delivered, or a confirmed courier error. In these cases, contact us at concierge@exlux.in immediately, and we will resolve it.

If your tracking status shows "Delivered" but you have not physically received your package:

• Check with your building security, reception desk, or neighbors first
  
• If still not located, contact concierge@exlux.in within 48 hours of the "Delivered" timestamp. Reports after 48 hours cannot be investigated
  
• EXLUX will initiate an official carrier investigation — typically 5–7 business days
  

EXLUX is not liable for packages confirmed as delivered by the carrier but stolen or misplaced after the drop-off. We will cooperate fully with the investigation but cannot guarantee a replacement in cases of confirmed delivery.

Pathway A — Sealed Unused Returns:

Return shipping costs are to be borne by the customer. We recommend using a tracked courier service. EXLUX is not responsible for items lost in return transit.

Pathway B — Verified Manufacturing Defects:

EXLUX will arrange and fully cover return pickup at no cost to you.

Follow these exact steps:

• Email concierge@exlux.in — subject: "Return Request — [Order Number]"
  
• Include your full name, order number, reason for return, and photographs if applicable
  
• Our team will review and respond within 24–48 hours with instructions
  
• Pack the item securely in its original packaging and ship to the address our team provides
  
• Once received and inspected, your refund or replacement will be processed within 5–7 business days
  

Do not ship items back without first receiving a confirmation email from our team. Unauthorised returns will not be processed.

We have calibrated our product photography to represent our towel colours as accurately as possible.

Due to variances in OLED and LCD screen calibrations, device brightness settings, and ambient lighting conditions, slight differences between the on-screen colour and the physical product are normal. These variations do not qualify as a product defect and are not grounds for a return or refund.

EXLUX facial towels are personal hygiene tools designed for optimal moisture absorption and skin barrier support during the drying step of your skincare routine.

They are not medical devices. They are not intended to diagnose, treat, cure, or prevent any skin condition. Any hygiene-related information provided by EXLUX does not substitute for professional dermatological advice.

Individual results vary depending on skin type, skincare habits, and personal health.

This policy and all matters arising from it are governed exclusively by the laws of India.

Any dispute will be subject to the exclusive jurisdiction of the competent courts in Palghar, Maharashtra, India.

By using exlux.in, you consent to this jurisdiction.

Contact Channels - concierge@exlux.in

EXLUX Headquarters.

EXLUX
By Yash Polymers
Works: B-1, Gala No.1,
Dwarka Indl. Estate, NaikPada,
Vasai (E), Dist. Palghar-401 208.
GSTIN: 27AETPD0042E1ZV