Mexo

Returns Policy

MEXO – Return, Exchange, Refund & Cancellation Policy

At MEXO, we believe every woman deserves comfort, confidence, and beautiful lingerie without paying a premium. Our journey began with a simple idea — to create high-quality, skin-friendly, perfectly fitting lingerie designed especially for Indian women, at prices that feel honest and accessible. We noticed a gap in the market: lingerie was either too expensive, uncomfortable for all-day wear, or simply not made for Indian body shapes. MEXO was born to change that.

1. Eligibility for Returns

At MEXO, we prioritize quality and customer satisfaction. We accept returns or exchanges only under the following conditions:

  • The product arrived damaged during transit, or You received a wrong item in your order To process a return, exchange, or refund request, you must provide:
  • A clear, unedited order-opening video, recorded from the moment you open the package
  • Photographs clearly showing the issue

2. How to Submit a Return

To submit a return, please email us within 2 days of delivery at support@mexo.in

Please Include the following details in your email:

  • Order Number
  • Clear, unedited order-opening video, starting from the moment the package is opened
  • Product and packaging showing the issue, close-up photos of the product 


Requests submitted without the mandatory video will not be eligible for review.

3. Return Conditions

A return will be accepted only if:

  • The product is unused, unwashed, and in original condition
  • All tags, labels, and packaging are intact
  • The return is requested due to damage, defect, or wrong item received


Returns for sizing issues or changing of mind are not accepted, as lingerie is an intimate product.
All requests undergo strict inspection and approval by the Mexo team.

4. Refund Policy Approved Returns

If your return passes inspection, you will receive:

  • Store credit (valid for 6 months), or
  • Refund to your original payment method (based on eligibility and case type)


Non-Refundable Scenarios
Refunds will not be issued in the following cases:

  • Shipping or delivery fees
  • Refused/undelivered parcels
  • Returns sent without approval
  • Missing or incomplete documentation (including the order-opening video)
  • Products not meeting return conditions

5. Our Return Process

If your return request is approved:

We will arrange a reverse pickup where service is available
OR

  1. You may be asked to ship the item back to our return address


Once the product reaches us, it will undergo a quality inspection. Based on the result, we will confirm approval or rejection of the claim.

Note: Return shipping charges are borne by the customer.

6. Re-Routed Parcels

If your order is re-routed back to us due to customer unavailability, incorrect address, or logistical ssues, we will re-dispatch your parcel after reconfirming the details. Refunds are not applicable in such cases.

7. Exchange Policy

We currently do not offer direct exchanges. If you wish to exchange an item:

  1. Request a return (if eligible)
  2. Place a new order once your return is approved

8. Cancellation Policy

Orders can be cancelled within 2 hours of placing the order. After 2 hours, orders enter processing and cannot be cancelled

9. Delays in Shipping

While we strive for prompt delivery, delays may occur due to:

  • Logistics partner constraints
  • Weather conditions
  • Regional holidays or operational issues


We will keep you informed whenever possible and appreciate your patience.

 

10. Items Not Eligible for Return or Exchange

While we strive for prompt delivery, delays may occur due to:

  • Logistics partner constraints
  • Weather conditions
  • Regional holidays or operational issues


We will keep you informed whenever possible and appreciate your patience.

11. What Qualifies for a Refund

Refund or store credit will be issued only if the product:

  • Is unworn and unwashed
  • Is in sellable condition
  • Is returned with all original packaging and invoice
  • Passes our quality check

Mexo reserves the right to decline returns that do not meet these requirements.

Legal

This policy may be updated at any time without prior notice. Any disputes related to this Return & Refund Policy are subject to the exclusive jurisdiction of the courts of Hyderabad, Telangana.

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