At XCommerce.ai ("XCommerce"), powered by ConsultEdge Global, we strive to ensure customer satisfaction across software, cloud, hardware, managed services, and consulting engagements.
Due to the nature of technology products and services, return and refund eligibility varies by category. This policy outlines the conditions under which returns, cancellations, replacements, and refunds may be processed.
1
Scope
This policy applies to:
- Software & SaaS Licenses
- Cloud Services
- Enterprise Hardware
- Managed Services
- Professional Services
- Consulting Engagements
2
Software & SaaS Licenses
Non-Refundable Products
Software licenses, subscriptions, and digital products are generally non-refundable once:
- License keys have been issued
- Accounts have been activated
- Subscriptions have been provisioned
- Software has been downloaded or accessed
Examples include:
- Microsoft 365
- Google Workspace
- Adobe
- Power BI
- Dynamics 365
- Security Software
- SaaS Applications
Exceptions
Refund requests may be considered if:
- Duplicate orders were processed
- Incorrect licenses were provisioned due to XCommerce error
- OEM approval for cancellation is obtained
Any refund remains subject to OEM policies and approval.
3
Cloud Services
Cloud subscriptions and consumption-based services are generally non-refundable once activated. Examples include:
- AWS
- Microsoft Azure
- Google Cloud
Refunds will not be issued for:
- Consumed cloud resources
- Active subscriptions
- Usage-based charges
- Reserved instances or committed spend plans
Requests for cancellation may be processed for future billing periods supported by the cloud provider.
4
Enterprise Hardware Returns
Hardware products may be eligible for return under the following conditions:
Eligible Returns
- Product received damaged
- Product received defective
- Incorrect product delivered
- Product materially different from ordered specifications
Non-Eligible Returns
- Products damaged after delivery
- Customer misuse
- Unauthorized modifications
- Custom-configured products
- OEM special-order items
- End-of-life or clearance products
Return Requirements
Customers must:
- Notify XCommerce within 7 calendar days of delivery
- Provide photographs or supporting evidence
- Return products in original condition
- Include original packaging, accessories, manuals, and documentation
5
Damaged or Defective Products
If a product arrives damaged or defective:
1
Notify XCommerce within 48 hours of receipt.
Contact us immediately — delays beyond 48 hours may affect eligibility.
2
Provide supporting photographs and details.
Document the damage clearly with photos of the product and packaging.
3
Retain original packaging.
Do not dispose of the original packaging until the case is resolved.
After verification, XCommerce may:
Replace the product
Arrange OEM warranty support
Provide an alternative resolution
6
Warranty Claims
Hardware warranties are governed by the respective OEM. Examples include:
- Dell
- HP
- Cisco
- Fortinet
- Lenovo
- Juniper
Warranty claims may be processed directly through the OEM or through XCommerce support, depending on the manufacturer's process.
7
Managed Services Cancellation
Managed services may include:
- SOC Services
- NOC Services
- Cloud Operations
- Managed Security
- Infrastructure Management
Cancellation terms will be governed by:
- Service Agreement
- Statement of Work (SOW)
- Purchase Order
- Subscription Terms
Fees already incurred for services rendered remain payable.
8
Professional Services & Consulting
Consulting and professional services are generally non-refundable once:
- Resources have been allocated
- Project work has commenced
- Deliverables have been initiated
Refunds, if applicable, will be evaluated on a case-by-case basis according to contractual obligations.
9
Refund Processing
Where a refund is approved:
Refund Method
Refunds will be issued through the original payment method wherever possible.
Processing Timeline
Approved refunds are typically processed within:
7–15 Business Days
Actual timelines may vary depending on banking institutions and payment providers.
10
Order Cancellation
Before Fulfillment
Orders may be cancelled before fulfillment, subject to:
- OEM approval
- Product availability
- Contractual commitments
After Fulfillment
Orders generally cannot be cancelled after:
- License activation
- Subscription provisioning
- Product shipment
- Service commencement
11
Limitation of Liability
XCommerce shall not be liable for:
- Indirect losses
- Business interruption
- Data loss
- Loss of revenue
- Consequential damages arising from return, cancellation, or refund requests
12
Contact for Returns & Refunds
To initiate a return or refund request:
XCommerce.ai
Email
sales@xcommerce.ai
Phone
+91 8796991207
Address
Unit No. 901, 9th Floor, Magnum Tower-2, Golf Course Extension Road, Sector 58, Gurugram, Haryana – 122098
Please Include in Your Request
- Order Number
- Company Name
- Product/Service Details
- Reason for Request
- Supporting Documentation (if applicable)
13
Policy Updates
XCommerce reserves the right to amend this Returns & Refund Policy at any time. Updated versions will be published on the website with the revised effective date.
