Cancellation of Orders

If you have created a user account on our website, you will be able to cancel your order as long as the order status shows "Pending" under "My Orders". You can place a request for cancellation via the option provided. You will be asked for a reason, which if you provide, will be helpful to us. We will cancel your order and provide you with a full refund minus 2%-3% of the order amount (at actuals) if your cancellation request reaches us before your order is confirmed. The 2%-3% is our payment gateway fee, which we pay to the service provider, which we are unable to refund. Your refund will be automatically processed to the payment method you used at the time of placing the order, within 5-7 business days. If your order status shows "Shipped", you will not be able to cancel the order, and you will have to follow our Returns process outlined below. Check out our Shipping Policy for shipping timelines. 

If you placed your order as a "Guest", You will have to write to us at contact@xotoxo.com with the title “Cancel: Order ID” to request a cancellation. We will cancel your order and provide you with a full refund minus 2%-3% of the order amount (at actuals) if your cancellation request reaches us before your order is confirmed. The 2%-3% is our payment gateway fee, which we pay to the service provider and which we are unable to refund. You will receive an email when your cancellation is confirmed. Your refund will be automatically processed to the payment method you used at the time of placing the order, within 5-7 business days. If your request to cancel your order arrives after your package has been shipped, you will have to follow our Returns process outlined below. Check out our Shipping Policy for shipping timelines. 

Cancellation of Pre-orders

If you have placed a pre-order on a particular game on our website, you will be able to place a cancellation request on the website, or by writing to us at contact@xotoxo.com with the title “Cancel: Order ID”. For cancellation requests received within 48 hours of placing the pre-order, we will process the cancellation and provide you with a full refund minus 2%-3% of the order amount (at actuals). The 2%-3% is our payment gateway fee, which we pay to the service provider, and which we are unable to refund. You will receive an email when your cancellation is confirmed. Your refund will be automatically processed to the payment method you used at the time of placing the order, within 5-7 business days. 

In the case of Pre-order cancellation requests received after 48 hours of placing the pre-order, we will not be able to process a refund as the funds have likely been committed to vendors who are working towards bringing the project to reality. In this case, your order will be processed and you will receive your game as per the timeline specified by the project, after which you may apply for a Return and Refund as outlined in the sections below. 

Returns

Orders placed for delivery to an address within India are eligible for returns under the following conditions.

You can return your product, for up to 7 days after receiving the product. To be eligible for a return, your product must be in the same condition you received it, in the original packaging. Since we do not use shrink wrap in our packaging, we expect the box to be in the original PVC wrapping, with stickers on it intact. 

If you want to initiate a Return, write to us at contact@xotoxo.com with the title “Return: Order ID”, and we will get back to you with how to proceed. While it is not necessary to tell us why you want to return the product, we will be very happy if you do so, since it will help us improve our product and service. You will have to arrange to ship it to our office in Chennai at your own cost. We recommend that you ship us the product in the same packaging we shipped it to you in, in order to prevent any damage during transit. If the original packaging got damaged before you received it, kindly make a best effort to ship the product to us so that it does not suffer any damage during return transit. 

For the product to be eligible for returns, it has to be physical in nature (downloads, e-gift-cards, coupons and vouchers are not eligible). If we run a clearance sale on certain products, we will unfortunately not be able to accept returns on those specific products.

Refunds (if applicable)

Once we receive the returned product, we will notify you via email. We will inspect its condition and notify you about the approval or rejection of your refund. If the refund is approved, it will be automatically processed to the payment method you used at the time of placing the order within 5-7 business days. If you received free shipping on your product when you placed the order, the payment gateway fee (2% - 3%) and the shipping fee (at actuals) will be deducted from your order total before we process your refund. We may not be able to process a refund if the product is received damaged, or shows visible signs of usage or wear and tear. 

If you’re facing a delay in receiving your refund after we have approved it, it is probably because there are three stakeholders involved – Our bank, Our payment gateway and your bank or credit card company. Try reaching out to your bank or credit card company if there are delays in your refund. If you’re still facing difficulties, reach out to us at contact@xotoxo.com with the subject “Refund delay: Order ID”, and we will let you know if it has been processed by our bank. 

Exchanges (if applicable)

We perform a thorough quality check before we ship you the product and we typically expect the product to be complete and in good condition. However, if due to unforeseen events, you receive a product that is defective or damaged, or has missing components, write to us within 3 days of receiving the product at contact@xotoxo.com with the subject “Exchange: Order ID”, along with photos/ videos describing the damage or defective part or mention what is missing. After we establish the extent and cause of damage/defect/missing components, we will get back to you with one of the following:

1.  We will ship you a replacement of only the damaged part(s). OR

2.  We will arrange for a pick up of the defective product, and send you a new one. OR

3.  We will arrange for a pick up of the defective product, and if for some reason, options 1 & 2 above are not feasible due to circumstances beyond our control, we will provide you a full refund.

In case we are arranging for a pick up at your location, we will be able to ship you the replacement products or offer a refund only after we receive the original product at our office. We will need your assistance to co-ordinate a smooth pick up. 

Other Scenarios:

If you have a unique situation which isn’t covered by any of the above details, drop us an email at contact@xotoxo.com explaining your problem, and we will try our best to solve it for you.