Return Policy Page

Shipping & Returns

Learn how shipping & returns work on Xeneralstore


Returns on  Xeneralstore

Cancellation of Orders


Xeneralstore takes care of delivering the product to the customer at the lowest shipping costs to the supplier. We have tied up with multiple Logistics Partners who pick the products from your location and deliver it straight to the customer.

Steps in shipping your orders


Manage and process your order from Xeneralstore Supplier Panel You need to do the below on the Xeneralstore supplier panel in order to process your order.
- Accept your order
- Download label and Manifest


Pack your products and keep it ready for pick-up Procure plain packaging material with no branding and ensure that the product is packed properly.


Hand over your packed product to the Xeneralstore delivery partner our delivery partner will come to your doorstep to pick your order and will deliver it directly to the customer.

How to process orders from the Xeneralstore supplier panel

Dispatch Timeline

You need to dispatch the orders within the agreed time provided by you (also known as SLA- Service Level Agreement and is generally 2-3 days from receiving the order) to avoid any late dispatch penalty. You will be able to check the time allowed for dispatching your orders on the Xeneralstore Supplier Panel.

Delay in dispatch of orders

Any delay in dispatching the order beyond the SLA (Service Level Agreement) will count towards Late Dispatch Rate (LDR) and will result in reduced visibility of your products on the Xeneralstore App, thereby reducing your sales.

Any Order that hasn’t been shipped till the SLA will be auto-cancelled and will incur a penalty.

Returns on Xeneralstore

We have a no questions asked policy for our customers within 7 days of product delivery. This creates greater trust for a customer to place orders with us.

Return Penalties

If a product is returned by a customer, suppliers need to pay some penalty. The exact amount of penalty is determined based on the product category and product weight. Please note that no penalty is levied in the case of RTOs (Return to Origin) if the order was shipped within the SLA. In case of Returns, your product will reach safely and on time to the pick-up location.

Cancellation of Orders

Cancellation of orders by supplier or customer leads to a penalty on supplier in the following cases:

·         - Xeneralstore cancels the order because of delay in shipping from you (as per the SLA)

·         - Customer cancels the order because of delay in shipping from you (as per the SLA)

·         - You cancel the order