Refund policy

By placing an order with DXI, the customer acknowledges and agrees to the terms of this Exchange & Reverse Pickup Policy.

1. Exchange Due to an Error by DXI

If an exchange is required due to an error attributable to DXI, including receiving the wrong product, wrong size, defective product, damaged product, or any other verified fulfilment error caused by DXI, DXI will arrange the reverse pickup at no additional cost to the customer.

The customer may be required to provide photographs, videos, order details, or other information reasonably necessary for DXI to verify the claim.

2. Customer-Initiated Exchange

If an exchange is requested for reasons not attributable to DXI, including size or fit issues, incorrect size selected by the customer while placing the order, change of colour, change of preference, change of mind, or any other customer-related reason, the exchange will be treated as a customer-initiated exchange.

In such cases, DXI will NOT arrange or bear the cost of reverse pickup.

The customer shall be solely responsible for arranging and paying for the return shipment of the product to DXI through a reliable courier service.

DXI shall not be responsible for any loss, damage, delay, or misdelivery occurring during a customer-arranged return shipment.

3. Prior Approval Is Mandatory

Customers must obtain prior approval from DXI before shipping any product back to us.

Products sent to DXI without an approved exchange request may be refused or returned to the customer at the customer’s expense.

4. Product Condition

All exchange requests are subject to verification and approval by DXI.

The product must be:

• Unworn and unused
• Unwashed
• Unaltered
• Free from stains, odour, damage, or any signs of use
• Returned with all original tags and labels attached
• Returned with the original packaging, wherever applicable

Any product that does not meet the applicable exchange conditions may be rejected.

5. Verification of Exchange Requests

Submission of an exchange request does not constitute automatic approval.

DXI reserves the right to inspect and verify the product, the reason for exchange, order details, dispatch records, and any supporting evidence before approving an exchange.

If the product is found to have been used, washed, altered, damaged after delivery, or otherwise fails to meet the applicable exchange conditions, DXI may reject the exchange request, subject to applicable law.

6. Customer’s Responsibility for Self-Shipping

For customer-initiated exchanges, the customer is responsible for:

• Obtaining prior exchange approval from DXI
• Shipping the product within the prescribed exchange period
• Bearing all return shipping and courier charges
• Ensuring secure packaging of the product
• Retaining the courier receipt and tracking details until the exchange is completed

DXI may require valid tracking information before processing the exchange.

7. Replacement Availability

All exchanges are subject to availability of the requested replacement size, colour, style, or product.

If the requested replacement is unavailable, DXI may provide the applicable alternative resolution in accordance with its prevailing policy and applicable law.

8. Important Clarification

For the avoidance of doubt, DXI shall arrange and bear the cost of reverse pickup ONLY where the exchange is verified to have resulted from an error attributable to DXI.

For all customer-initiated exchanges, including size, fit, preference, change-of-mind, or incorrect size selected by the customer, the customer shall be solely responsible for arranging and paying for the return shipment to DXI.

Nothing contained in this policy shall exclude, restrict, or override any mandatory rights or remedies available to consumers under applicable Indian law.