Refund & Return Policy

Refund, Return & Non-Delivery Policy

At Galexify, customer satisfaction is important to us. We encourage customers to review this Refund, Return & Non-Delivery Policy carefully before placing an order.

This policy explains the circumstances under which customers may request a cancellation, return, replacement, or refund, including situations where an order has not been delivered.

1. Order Non-Delivery & Missing Orders

If an order has not been delivered and the customer has not received a valid delivery update or tracking information, the customer may contact Galexify to report the order as a non-delivered order.

Non-Delivery Claim Period

Customers must report a non-delivered order within 20 days from the date the order was placed.

Claims submitted after 20 days from the order date may not be eligible for a refund or other resolution, except where otherwise required under applicable law.

Customers are encouraged to contact us as soon as possible if their order has not been delivered.

Information Required

To help us investigate a non-delivery claim, customers may be asked to provide:

  • Order number

  • Customer name

  • Registered email address or contact number

  • Date of order

  • Proof of payment, where applicable

  • Any order confirmation or communication received from Galexify

Our support team will review the order and available shipping information and generally respond within 2 business days.

Orders With Tracking Information

Where a valid tracking number has been provided and the shipment is still in transit, the order will not automatically be considered lost or non-delivered.

Customers may contact our support team if:

  • Tracking information has not been updated for an extended period.

  • The expected delivery period has passed.

  • The shipment appears to be stuck in transit.

  • The tracking information indicates an unsuccessful or problematic delivery.

Galexify may contact the shipping carrier to investigate the shipment before approving a refund or replacement.

Refund for Confirmed Non-Delivery

If Galexify confirms that an order was not delivered and a refund is approved, the refund will be processed to the original payment method used for the purchase.

Refunds are generally completed within 5–10 business days after the refund has been initiated. The actual time taken for the amount to appear in the customer's account may vary depending on the customer's bank, card issuer, UPI provider, or other payment service provider.

2. Returns

We accept return requests for eligible products in the following circumstances:

  • The wrong product was delivered.

  • The product was received damaged.

  • The product is defective or has a verified manufacturing issue.

Return or replacement requests must generally be submitted within 48 hours of delivery.

Requests submitted after this period may not be accepted unless otherwise required under applicable law.

3. Non-Returnable Situations

Returns are generally not accepted for:

  • Change of mind after placing an order.

  • Incorrect product selected or ordered by the customer.

  • Minor colour, texture, or appearance variations caused by photography, lighting, or differences in screen settings.

  • Products damaged due to misuse, accidental damage, improper handling, improper installation, or normal wear and tear.

  • Products that have been modified, altered, repaired, or used contrary to the product instructions.

  • Issues caused by failure to follow the product's operating, installation, or care instructions.

This section does not limit any rights or remedies available to customers under applicable consumer protection laws.

4. Return & Replacement Request Process

To request a return or replacement, customers should contact our customer support and provide:

  • Order number

  • Customer name

  • Contact number

  • Registered email address

  • Description of the issue

  • Clear photographs or videos showing the product and the reported issue

Customer Support Email:
support@galexify.com

Our support team will review the request and generally respond within 2 business days.

Additional information, photographs, videos, or other details may be requested where reasonably necessary to verify the reported issue.

5. Review & Approval of Return Requests

All return, replacement, and refund requests are subject to verification.

Once a request is received, Galexify may review:

  • The order details

  • Product supplied

  • Customer's description of the issue

  • Photographs or videos provided

  • Shipping and delivery information

  • Any other information reasonably required to determine the nature of the issue

If the request is approved, Galexify may provide an appropriate resolution, which may include:

  • Replacement of the product, subject to availability; or

  • Refund to the original payment method.

The resolution provided will depend on the nature of the issue, product availability, and the circumstances of the claim.

6. Wrong Product Delivered

If the customer receives a product different from the product ordered, the customer should notify Galexify within 48 hours of delivery.

The customer should provide:

  • Order number

  • Details of the product ordered

  • Details of the product received

  • Clear photographs or videos of the product received

After verification, Galexify may arrange:

  • Replacement with the correct product, subject to availability; or

  • A refund, where applicable.

Where the incorrect product was supplied due to an error attributable to Galexify, the appropriate return or replacement arrangements will be communicated by our support team.

7. Damaged Product

If a product arrives visibly damaged, customers should contact Galexify within 48 hours of delivery.

Customers should provide clear photographs or videos showing:

  • The product

  • The damaged area

  • The packaging, where relevant

  • The shipping label, where applicable

Our team will review the claim and determine the appropriate resolution.

Depending on the circumstances, an approved claim may result in a replacement or refund.

Damage caused after delivery due to misuse, accidental damage, improper handling, or failure to follow product instructions may not qualify for a return or refund.

8. Defective or Faulty Product

If a product appears to have a manufacturing defect or does not function as reasonably expected, customers should contact our support team as soon as possible.

Customers may be required to provide:

  • Order number

  • Description of the problem

  • Photographs or videos demonstrating the issue

  • Any troubleshooting information requested by our support team

Our team may provide troubleshooting assistance before determining whether a return, replacement, or refund is appropriate.

Where a defect is verified and the claim is approved, Galexify may provide a replacement or refund depending on the circumstances and product availability.

9. Order Cancellation

Customers may request cancellation before the order has been processed or shipped.

Cancellation requests should be submitted to our customer support as soon as possible.

Once an order has been processed for shipment or handed over to the shipping carrier, cancellation may no longer be possible.

If an order has already been shipped, customers may contact our support team regarding the options available under this policy.

10. Refunds

When a refund is approved, the refund will generally be processed to the original payment method used for the order.

Refunds are generally completed within 5–10 business days after the refund has been initiated.

The time required for the refund to appear in the customer's account may vary depending on:

  • Bank processing times

  • Card issuer

  • UPI provider

  • Payment gateway

  • Other payment service providers

Galexify does not control processing times imposed by banks or external payment providers.

11. Shipping Charges

Shipping charges, if applicable, are generally non-refundable.

However, where the return, replacement, or refund is the result of an error attributable to Galexify, the applicable shipping charges may be refunded or otherwise handled as determined during the resolution process.

12. Refunds for Non-Delivered Orders

If Galexify confirms that an order was not delivered and approves a refund, the customer will receive the refund to the original payment method.

The customer must submit the non-delivery claim within the 20-day claim period specified in Section 1.

Once a refund has been approved and initiated, customers should allow 5–10 business days for the refund to be processed, subject to the processing time of the relevant bank or payment provider.

13. Late or Missing Refunds

If a refund has been approved but has not appeared in the customer's account after the stated processing period, customers should:

  1. Check their bank account or original payment method.

  2. Contact their bank, card issuer, UPI provider, or payment provider.

  3. Contact Galexify support if the refund is still not received.

When contacting us about a missing refund, customers should provide their:

  • Order number

  • Name

  • Refund details, if available

  • Payment method used for the original transaction

Email: support@galexify.com

14. Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping information at the time of placing an order.

This includes:

  • Name

  • Complete delivery address

  • Contact number

  • Other information required for successful delivery

Delays or non-delivery resulting from an incorrect, incomplete, or invalid address may require additional verification before a refund or replacement is approved.

Where applicable, additional shipping charges may apply for reshipping an order due to incorrect information provided by the customer.

15. Failed Delivery Attempts

If a shipping carrier attempts delivery but the order cannot be delivered because:

  • The customer is unavailable;

  • The customer refuses to accept the shipment;

  • The address provided is incorrect or incomplete;

  • The customer cannot be contacted; or

  • Other circumstances attributable to the customer prevent delivery,

Galexify may investigate the shipment with the carrier before determining the appropriate resolution.

Customers should contact Galexify promptly if they become aware of a failed delivery attempt.

16. Return Shipping

Where a return is approved, customers should follow the return instructions provided by Galexify.

Customers should not independently ship products to an address unless instructed by our support team.

Return shipping arrangements may vary depending on the reason for the return and the circumstances of the claim.

17. Unauthorised Returns

Products returned without prior approval or without following the return instructions provided by Galexify may not be accepted.

Customers should contact our support team before sending any product back.

18. Customer Responsibilities

Customers are expected to:

  • Provide accurate order and shipping information.

  • Check the delivered product promptly.

  • Report eligible delivery or product issues within the applicable claim period.

  • Provide accurate information when submitting a return, replacement, or refund request.

  • Follow reasonable instructions provided by our support team during the verification process.

Providing false, misleading, or fraudulent information in connection with a refund or return request may result in the request being rejected and may be dealt with in accordance with applicable law.

19. Policy Limitations

This Refund, Return & Non-Delivery Policy is intended to establish Galexify's standard procedures for cancellations, returns, replacements, refunds, and non-delivery claims.

Nothing in this policy is intended to exclude, restrict, or waive any mandatory rights or remedies available to customers under applicable laws and regulations.

Where applicable law provides a customer with rights that differ from this policy, the applicable legal requirements will prevail.

20. Contact Us

For questions or requests relating to cancellations, returns, replacements, refunds, or non-delivery claims, please contact:

Galexify Customer Support

Email: support@galexify.com

Please include your order number in your communication whenever possible so that we can locate your order and assist you more efficiently.