Refund policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return / exchange.
To be eligible for a return / exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return / exchange, please visit https://www.excelsior.in/apps/return_prime
Once your return is approved we will initiate a pickup next 2-3 days. In rare cases if the pickup service is not available at your pin code then you would be required to send the product at your own cost.
In case of any issues you can contact us at support@excelsior.in or 9205111332. You can also chat with using the chat option.
Exchanges
Exchanging a product with same or lesser value is allowed. However an exchanged product cannot be returned or exchanged again. Once your exchange request is approved we will get the item picked up. Replacement product will be dispatched once we receive the original cover. Exchange request can be placed on https://www.excelsior.in/apps/return_prime.
Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
In case of cod you will receive a payout link via email. Using the link you can redeem the amount in your choice of source (UPI, bank, Wallet etc.)
Please note that refund will be issued within 14 days of receiving the product at our warehouse.
Item not delivered but showing as delivered by courier
For prepaid orders in case the item not received and courier tracking is showing as delivered, you would need to inform us within 2 days. You can write an email to us support@excelsior.in or WhatsApp at 9205111332.
Empty Box / Wrong Item Delivered
Before you receive an order please check for any tampering of outer packaging. Please do not accept the order in case packaging is tampered.
Missing / Wrong product claims require an unboxing video. Any missing / wrong product claims have to be supported with an unboxing video of the order. The customer must make a clear video of opening the box and unboxing all articles from it at the time of delivery and in the presence of delivery agent.
Please let us know immediately by sending an email with below details at support@excelsior.in within 3 days
1. Images of all sides of the packaging box with shipping label.
2. Images of the wrong product received .
3. Unboxing Video in front of the courier person
4. Remark on courier Proof of Delivery
Providing this information within 3 days is mandatory otherwise we would not be able provide refund / replacement.
Refund / replacement will be issued once our investigation is complete.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.