Return & Refund Policy

1. Perishable Goods (Food, Frozen Items, Produce)

Due to strict food safety and hygiene regulations, we do not accept returns or exchanges on perishable items (fresh vegetables, fruits, meat, fish, frozen goods) unless the item is defective or spoiled upon arrival.

2. Non-Perishable Goods

Unopened and unused non-food items may be returned within 7 days of receipt. The customer is responsible for return shipping costs unless the error was made by Xotil.

3. Reporting Issues (Defective/Damaged Items)

If you receive a damaged, thawed, or incorrect item, you must report it immediately:

●     Fresh/Frozen Food: Report within 24 hours of delivery.

●     Non-Food Items: Report within 3 days of delivery.

How to Report:

Email customercare@xotil.com with:

1.    Order Number.

2.    Clear photos of the damaged/defective item.

3.    Brief description of the issue.

4. Refunds

Approved refunds will be processed via the original payment method or as store credit within 3–7 business days.