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Refund Policy

Refund Policy

Effective Date: January 1, 2025

At DesiXpress, we are committed to ensuring your satisfaction with every order. If you are not fully satisfied with your purchase, we're here to help. This Refund Policy outlines the conditions under which refunds may be requested and processed.

1. Eligibility for Refunds

You may request a refund if:

  • You received items that are damaged, spoiled, or in poor condition.
  • You received incorrect items that do not match your order.
  • Items listed in your order were missing upon delivery.
  • Your order was not delivered within the expected timeframe and no reasonable update was provided.

Refund requests must be made within 24 hours of the delivery of your order. Claims submitted after this period may not be eligible for a refund.

2. Non-Refundable Items

The following items are generally not eligible for a refund:

  • Perishable items that have been used, consumed, or stored improperly after delivery.
  • Items that were refused at the time of delivery without a valid reason.
  • Products where the issue is due to personal preference rather than a defect or error.
  • Orders where the incorrect delivery address was provided by the customer.

3. How to Request a Refund

To initiate a refund request, please contact our support team through one of the following methods:

  • In-App: Go to My Orders → Select the Order → Tap "Report an Issue"
  • Email: support@desixpress.com
  • Live Chat: Available in the DesiXpress app under Help & Support

When submitting a refund request, please provide:

  • Your order number
  • A description of the issue
  • Photos of the damaged or incorrect items (if applicable)

4. Refund Processing

Once your refund request is received and reviewed, we will notify you of the approval or rejection of your claim. If approved:

  • Wallet Credit: Refunds are typically credited to your DesiXpress Wallet within 1–2 business days. You can use your wallet balance on future orders.
  • Original Payment Method: Refunds to your original payment method (credit/debit card) may take 5–10 business days depending on your bank or payment provider.

5. Order Cancellations

If you wish to cancel an order, please do so immediately after placing it. Once an order has been accepted by the store and is being prepared, cancellation may not be possible. Please refer to our Cancellation Policy for more details.

6. Disputes

If you disagree with the outcome of your refund request, please contact us at support@desixpress.com and we will escalate your case for further review. We aim to resolve all disputes fairly and promptly.

7. Contact Us

For any refund-related questions, please reach out to our customer support team:

  • Email: support@desixpress.com
  • Address: 190 Fountain Road, Framingham, MA 01702