Refund policy

KIXA

Return, Exchange & Refund Policy

 

This Policy is formulated in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. It governs all post-purchase resolution requests — including defective product claims, wrong order fulfilment, and store credit issuance — for products sold through kixa-life.com.

By placing an order on kixa-life.com, you acknowledge that you have read, understood, and agreed to the terms of this Policy in its entirety.

At a Glance

 

Topic	Kixa's Position
Cash Refunds	Not offered. Store credit (coupon code) only.
Return Pickup	Not provided. Customer self-couriers at their own cost.
Colour / Variant Exchange	Not accepted. All sales are final for preference-based reasons.
Window to Raise an Issue	48 hours from courier-confirmed delivery timestamp.
Evidence Required	Unboxing video + 12 photographs (see Section 5).
Store Credit Validity	90 days from date of issuance.
Sale / Limited Edition Orders	All sales final — no returns, no exchanges, no exceptions.
Cancellations After Processing	Store credit only. No cash refunds.
Response SLA	48 working hours. Email: care@kixa-life.com

 

The following terms carry the meanings assigned below throughout this Policy:

"Customer"	Any individual who has purchased or placed an order for products on kixa-life.com.
"Product(s)"	Insulated tumblers, accessories, gift sets, or any other merchandise sold by Kixa through kixa-life.com.
"Defective Product"	A product found to have a manufacturing fault or shipping damage, as established through verified evidence and approved by Kixa.
"Store Credit" / "Coupon Code"	A unique, non-transferable alphanumeric code issued by Kixa in lieu of a monetary refund, redeemable against future purchases on kixa-life.com within 90 days of issuance.
"Delivery Timestamp"	The date and time at which the courier partner's tracking system marks an order as 'Delivered'.
"Limited Edition / Drop Product"	Products released in restricted quantities for a specific period, marked explicitly as 'Limited Edition' on the product page.
"Original Condition"	Product is unused, contains no liquid residue, has no odour, has its hygiene/quality sticker intact, and is in its original Kixa-branded box with all accessories.
"GRO"	Grievance Redressal Officer — the designated contact for formal escalations under the Consumer Protection (E-Commerce) Rules, 2020.

 

This Policy applies to all products purchased on kixa-life.com, including insulated tumblers and accessories. It does not apply to products purchased through third-party marketplaces or resellers. The following product categories carry specific terms:

Regular Products	Subject to all terms of this Policy.
Accessories (lids, straws, sleeves)	Subject to the same Policy as the primary product.
Gift Sets	Subject to the same Policy as the primary product.
Limited Edition / Drop Products	ALL SALES FINAL. No returns, no exchanges, no exceptions.
Sale / Discounted Products	Resolution offered for verified defects only. No preference-based returns or exchanges.

 

3.1  Once an order is placed and payment is confirmed, cancellation requests will be entertained only before the order has been processed for dispatch.

3.2  If a cancellation request is received after the order has been processed or dispatched, no cash refund will be issued. A store credit of equivalent product value (excluding shipping charges) will be issued once the order is confirmed as undelivered or returned to origin.

3.3  Shipping charges are non-refundable under any circumstances.

IMPORTANT — POST-PROCESSING CANCELLATIONS Cancellations after order processing will not be refunded in cash. Store credit will be issued within 7 business days of confirmed return-to-origin.

 

Kixa considers claims related to manufacturing issues or fulfilment errors, subject to mandatory evidence verification as described in Section 13. All claims are reviewed individually. Approval is granted solely at Kixa’s discretion, based on the nature and quality of evidence submitted. Kixa’s decision on all claims is final and binding.

4.1  Claims on used products: If a product has been used and a potential manufacturing issue is subsequently identified, the claim may be considered subject to evidence. Kixa’s assessment is final.

4.2  Kixa extends benefit of doubt on transit and manufacturing issues, provided all evidence requirements in Section 7 are met in full.

4.3  Hand-assembly and surface variations: Kixa tumblers are hand-assembled. The handle, lid, and straw are individually fitted by hand during the assembly process. Minor surface variations, light marks, or subtle texture differences that occur during hand assembly or transit handling are an inherent characteristic of this process. They do not affect the quality, performance, insulation, or durability of the product and are not considered manufacturing defects. Such variations are not eligible for return, replacement, or store credit of any kind. Customers are advised to note this characteristic before purchase.

 

The following are explicitly NOT considered defects or valid grounds for a claim. No claim, store credit, exchange, or resolution of any kind will be offered for the situations listed below. This list is illustrative and not exhaustive — Kixa reserves the right to reject any claim it deems outside the scope of a genuine manufacturing or fulfilment issue.

A. Colour & Appearance

•  The colour of the product looks different in person compared to how it appeared on your screen, phone, or laptop. Screen colours vary by device, display calibration, and ambient lighting. This is not a defect.

•  The finish (matte, gloss, metallic) looks slightly different in different lighting conditions. This is a property of the material, not a fault.

•  Minor surface texture variations between units of the same colour. Each tumbler is individually produced and minor variation is inherent to the process.

•  The product looks ‘too dark’ or ‘too light’ compared to product images. Photography involves lighting setups that may not replicate true-to-life colour exactly.

•  The customer simply does not like the colour after receiving it, or feels it does not match their aesthetic expectation.

 

B. Smell & Taste

•  A plastic, metallic, or new-product scent from inside or outside the tumbler. All new drinkware carries a manufacturing scent that fully dissipates within a few uses.

•  A slight taste in the first few uses. Rinsing the tumbler with warm water before first use resolves this. This is standard for all insulated drinkware.

•  The tumbler retains a smell from a beverage previously used in it. This is user maintenance, not a product defect.

 

C. Lid, Seal & Leakage

•  The lid feels tight, stiff, or difficult to twist open. A snug lid is a design feature that ensures a leak-proof seal. This is not a defect.

•  The lid leaks when the tumbler is tilted sideways, inverted, or shaken. Kixa tumblers are designed to be upright-use products. Leakage under non-standard use is not a defect.

•  Leakage that first appears after 7 days of use. Lid and seal issues reported after 7 days of delivery are considered wear-and-tear.

•  Leakage caused by the lid being cross-threaded, over-tightened, under-tightened, or assembled incorrectly by the user.

•  The gasket or seal is dislodged after use. Gaskets can shift with forceful washing or improper reassembly and must be checked by the user before each use.

 

D. Insulation Performance

•  The tumbler ‘doesn’t keep my drink hot/cold long enough’. Kixa does not publish specific temperature retention claims. Insulation performance is affected by ambient temperature, how full the tumbler is, how frequently the lid is opened, and the starting temperature of the liquid.

•  Condensation on the outside of the tumbler. Minor condensation in high-humidity environments is normal and not a sign of vacuum failure.

•  The tumbler gets warm on the outside when hot liquid is inside. This can occur with thinner wall variants and is not a defect.

 

E. Surface Scratches, Physical Damage & Mishandling

•  Minor surface scratches, scuffs, or light marks on the tumbler body or lid that are inherent to the hand-assembly process or transit handling. Kixa tumblers are hand-assembled and individually handled during packing and dispatch. Light surface marks from this process do not affect product quality or performance and are not defects. This applies irrespective of when the mark is noticed, provided the unboxing video does not show a deep structural scratch penetrating the coating before the product was touched.

•  Dents, scratches, or deformation caused by the customer dropping, knocking, or mishandling the tumbler after receipt.

•  Scratches on the body or lid caused by abrasive cleaning, steel wool, or harsh scrubbers.

•  Paint, coating, or finish damage caused by dishwasher use. Kixa tumblers are hand-wash only. Dishwasher use voids any claim eligibility.

•  Damage caused by placing the tumbler in a microwave.

•  Deformation caused by filling the tumbler with boiling liquid directly from a kettle at 100°C.

•  Cracks or damage caused by freezing liquid inside the tumbler.

 

F. Fit & Compatibility

•  The tumbler does not fit a specific car cupholder, bag pocket, gym bag slot, or desk holder. Product dimensions are published on the product page and it is the customer’s responsibility to verify compatibility before purchase.

•  The straw does not fit the customer’s preferred third-party lid or accessory.

•  The lid from one Kixa product does not fit another Kixa product. Lids are model-specific.

 

G. Change of Mind & Preference

•  The customer no longer wants the product after ordering.

•  The customer bought the product as a gift and the recipient does not like it.

•  The customer found a similar product at a lower price elsewhere.

•  The customer ordered multiple colours or variants and wants to return the ones they prefer less.

•  The product was purchased as part of a bundle and the customer only wants to return one item.

 

H. Timing & Process Non-Compliance

•  The claim is raised after 48 hours of the courier-confirmed delivery timestamp (or after 7 days for lid leakage claims), regardless of the reason for the delay.

•  The required evidence (12 photographs and/or unboxing video) is not submitted in full at the time of raising the claim.

•  The unboxing video shows additional tape applied over the original courier tape, or shows the box opened from a non-original side.

•  The claim is raised via WhatsApp, Instagram DM, or any channel other than email (care@kixa-life.com). Only email-submitted claims will be reviewed.

•  The hygiene/quality sticker has been removed or broken before the claim is raised. This disqualifies the product from return eligibility.

 

I. Sale, Promotional & Limited Edition Orders

•  Any order placed during a sale, discount campaign, or with a promotional code is eligible for defect-based review only. Preference-based returns, colour changes, and exchanges are not permitted.

•  All Limited Edition / Drop products are final sale. No claims on the basis of colour, fit, preference, or change of mind will be entertained under any circumstances.

 

J. Packaging & Unboxing

•  Minor dents, creases, or scuffs on the outer courier box or brand box that have not resulted in damage to the product inside.

•  Missing promotional inserts, stickers, or marketing materials inside the box. These are supplementary items and not part of the product.

•  The brand box has a small tear or imperfection. The brand box is packaging; the product inside is what is sold.

 

 

FINAL SALE — ZERO EXCEPTIONS •  Limited Edition / Drop products: All sales final. No claim, return, or exchange of any kind. •  Sale / promotional orders: Defect-based review only. No preference returns. •  Any claim not supported by full evidence (Section 7) will be automatically rejected.

The handle on Kixa tumblers is attached via a clamp mechanism that is welded to the tumbler body. In certain cases, the handle may detach from the tumbler. Because handle detachment can occur either due to a loose weld at the time of manufacture or due to rough handling by the customer — and there is no reliable way to distinguish between the two — Kixa applies the following time-based policy:

 

Within 15 days of delivery	Kixa will resolve the claim at no cost to the customer. Resolution is provided at Kixa’s sole discretion based on stock availability: (a) tumbler body replacement in the same colour, if in stock — the customer retains their existing lid and straw; or (b) store credit of equivalent product value (excluding shipping), valid for 90 days, if the colour is out of stock or discontinued.
After 15 days of delivery	Handle detachment claims will not be entertained. The handle and clamp are considered subject to wear-and-tear after 15 days of use. Kixa is not liable for detachment arising from extended or rough use.
Spare parts	After the 15-day window, customers may purchase a replacement handle/clamp as a spare part, where available. Contact care@kixa-life.com to check availability.

 

6.1  Evidence required for handle detachment claims

•  Standard evidence: minimum 12 photographs as described in Section 8 (Section 13.1 of evidence requirements).

•  Additional video required: a short video clearly showing the detachment point, with the clamp and weld area visible on both the handle and the tumbler body.

•  The unboxing video requirement applies if the detachment is discovered at the time of first opening.

 

Why Kixa uses a 15-day window Manufacturing welding defects almost always surface within the first two weeks of normal use. After 15 days, detachment is more likely to result from repeated impact, rough handling, or force beyond normal use. This window is Kixa’s best-faith effort to cover genuine defects while maintaining a fair and abuse-resistant policy.

 

A missing item claim applies when a component that was part of the ordered product or bundle was not included in the shipment. Missing item claims are distinct from defective product claims — no return is required. Kixa will dispatch the missing component directly.

 

Eligible missing items	Straws, lids, stickers, pouches, or any accessory listed as part of the purchased product or bundle on the product page at the time of order.
How to raise	Email care@kixa-life.com within 48 hours of delivery timestamp. Subject line: “MISSING ITEM – [Order ID]”. Include a photograph of all items received and a copy of your order summary.
Resolution	Missing component dispatched within 3–5 business days. No return of received items required. No store credit issued in lieu — the missing item is sent directly.
What is not eligible	Items not listed in the original order. Promotional items, freebies, or campaign inclusions that are subject to availability and not guaranteed.

 

Where a specific component of the product (lid, straw, handle) is the only part found to be defective or damaged, Kixa will resolve the claim through component replacement rather than a full product return, wherever possible. This is Kixa’s preferred resolution method as it is faster, more sustainable, and more convenient for the customer.

 

Lid replacement	Where the lid is defective or damaged and the tumbler body is intact, Kixa will dispatch a replacement lid only. The customer retains the tumbler body and straw.
Straw replacement	Where the straw is defective, bent, or missing, Kixa will dispatch a replacement straw. No return required.
Handle replacement	Not possible — the handle cannot be reattached once detached. See Section 6 for handle detachment policy.
Tumbler body replacement	Offered when the body itself is defective or damaged and the lid and straw are intact. Customer retains lid and straw.
Stock caveat	Component replacement is subject to availability of the specific colour or variant. If the exact component is unavailable, store credit of equivalent value will be issued.

 

Kixa offers customised and personalised products. The following terms apply specifically to these orders:

 

Wrong personalisation received	If Kixa has dispatched a product with incorrect personalisation (e.g. wrong name, wrong text, wrong design) compared to what was submitted in the order, this is a valid claim. The correct personalised product will be re-manufactured and dispatched at no cost. Evidence required: photograph of the received product alongside the original order confirmation showing the personalisation requested.
Correct personalisation received	If the personalisation matches the order submission exactly, no return or exchange is permitted. Customers are responsible for verifying the accuracy of personalisation details at the time of ordering. Kixa is not liable for errors in the submitted personalisation.
Change of mind on personalisation	Not accepted. Personalised products cannot be returned, exchanged, or credited on the basis of a change of mind, spelling correction, or preference change after the order is placed.
Defective personalised product	If the personalised product has a manufacturing defect unrelated to the personalisation itself (e.g. dent, damaged body), the standard defect claim process in Section 4 applies.

 

Note on customised order errors Customised orders go through an additional verification step before dispatch. If you notice an error in your submitted personalisation, contact care@kixa-life.com immediately after placing the order. Once production has begun, corrections cannot be made.

 

A Return to Origin (RTO) occurs when the courier partner is unable to deliver the order and returns it to Kixa’s warehouse. The following terms apply:

 

Incorrect address provided by customer	If the order is undeliverable due to an incorrect, incomplete, or invalid address submitted at checkout, re-dispatch will be at the customer’s cost. Kixa will contact the customer to confirm the correct address and charge applicable re-shipping fees before re-dispatching.
Delivery failure by courier (correct address)	If the courier fails to deliver despite a correct address and reasonable availability of the recipient, Kixa will arrange re-dispatch at no additional cost after investigating with the courier partner.
Customer unavailable / refused delivery	If delivery is attempted and the customer is unavailable or refuses delivery without prior communication to Kixa, re-dispatch will be at the customer’s cost.
RTO received at Kixa warehouse	Once the RTO product is received and inspected, Kixa will contact the customer within 3 business days to arrange re-dispatch or issue store credit. Cash refunds are not issued for RTO orders.
RTO product in unsellable condition	If the product is damaged during return transit (courier’s responsibility), Kixa will raise a claim with the courier partner. The customer will receive store credit of the product value within 7 business days of investigation completion.

 

Kixa accepts claim submissions via WhatsApp in addition to email. To ensure your claim is processed without delay, all WhatsApp submissions must follow the structured format below. Claims submitted without this information will not be reviewed until complete details are provided.

 

Required WhatsApp submission format (send in a single message):

•  Order ID: [Your Kixa order ID, e.g. KX12345]

•  Issue type: [Missing Item / Defective Product / Damaged Item / Wrong Item / Handle Detachment / Other]

•  Issue description: [Brief description of the problem in 1–2 sentences]

•  Date of delivery: [As shown on courier tracking]

 

Following this message, attach all required photographs and video in the same WhatsApp conversation. Do not send evidence across multiple separate messages before providing the structured information above.

 

WhatsApp vs. email WhatsApp: accepted for all claim types. Response within 48 working hours. Email (care@kixa-life.com): preferred for formal claims, escalations, and grievances. Creates a traceable record. Instagram DMs: for general queries only. Claims raised via Instagram DMs will be redirected to WhatsApp or email.

 

For a return to be accepted, the product must meet ALL of the following criteria. Products that do not meet these criteria will be returned to the customer at their cost, and no store credit will be issued.

Unused	No liquid has been added to the tumbler. No signs of use.
No liquid residue	Inside of tumbler is dry and clean.
No odour	Product does not carry any fragrance, beverage, or external smell.
Hygiene / quality sticker intact	The original sticker on the product must be unbroken and in place. If the sticker has been opened or removed, a partial deduction will be applied to the store credit value.
Original brand box	Product must be returned in its original Kixa-branded packaging.
All accessories included	Lids, straws, and any bundled accessories must be returned together.

 

Sticker Deduction Policy If the hygiene/quality sticker has been opened or removed, Kixa reserves the right to deduct a reasonable amount from the store credit value to account for the product's reduced resaleability. The deduction amount will be communicated before processing.

 

All claims — whether for damage, defect, or wrong product — must be supported by the following evidence submitted within 48 hours of the courier-confirmed delivery timestamp. Claims submitted without complete evidence will be automatically rejected.

13.1  Standard Evidence (Required for All Claims)

•  Minimum 4 photographs of the outer brown courier box from all sides, with the shipping label clearly visible.

•  Minimum 4 photographs of the Kixa-branded box from all sides.

•  Minimum 4 photographs of the product itself — all angles.

•  Total: a minimum of 12 photographs are required for any claim to be considered.

 

13.2  Unboxing Video (Mandatory for Damage / Defect Claims)

•  The unboxing video must show the package in its received state before any tape is cut or removed.

•  The shipping label must be visible in the first few seconds of the video.

•  The video must be continuous and unedited — no cuts, no fast-forwards.

•  The lid must not have been opened prior to the video.

•  The tumbler must remain visible throughout the unboxing.

 

TAMPERED PACKAGING — AUTOMATIC REJECTION If the unboxing video shows additional tape applied over the original courier tape, or shows the box opened from a secondary side, the claim will be automatically rejected. Kixa will not process claims where evidence of tampering is visible.

 

13.3  Wrong Product Received

For claims of wrong colour or wrong size received, the unboxing video is not required. A minimum of 12 photographs (as described in 7.1) along with a clear photograph of the invoice are sufficient.

 

8.1  All claims must be raised within 48 hours of the courier-confirmed delivery timestamp. The delivery timestamp is defined as the date and time recorded in the courier partner's tracking system when the shipment is marked 'Delivered'.

8.2  Kixa does not accept any claims based on the customer's self-reported receipt time. The courier tracking timestamp is the sole reference point, with no exceptions.

8.3  If a shipment is marked 'Delivered' by the courier but the customer claims non-receipt, the customer must notify Kixa within 24 hours of the delivery timestamp. Kixa will raise a query with the courier partner. Post that window, Kixa cannot take responsibility for courier-side delivery disputes.

8.4  Claims submitted after the 48-hour window — regardless of reason, including travel, unavailability, or third-party receipt — will not be entertained. No exceptions will be made to this clause.

8.5  For lid leakage claims specifically, the window is extended to 7 days from the courier-confirmed delivery timestamp, subject to the conditions in Section 4.

 

 

Step	Action	Detail
01	Raise the claim	Email care@kixa-life.com with subject line: "CLAIM – [Order ID] – [Issue Type]". Must be done within 48 hours of delivery timestamp (or within 7 days for lid leakage).
02	Submit evidence	Attach all 12 required photographs. Attach unboxing video (for damage/defect claims). For wrong product, photographs + invoice copy are sufficient.
03	Kixa reviews	Kixa will review your claim within 48 working hours and communicate approval or rejection with reasons.
04	Ship the product back (if approved)	Customer must ship the product in original condition to Kixa's Gurugram warehouse via any tracked courier service. Shipping tracking slip must be shared with Kixa. Customer bears all reverse shipping costs.
05	Kixa inspects	On receipt, Kixa conducts a quality inspection within 3 business days. The product must match the reported condition. Products found used, tampered with, or not in original condition will be returned to the customer at their cost.
06	Store credit issued	If the product passes inspection, a store credit coupon code of equivalent product value (excluding shipping) is issued to the customer's registered email within 2 business days of inspection completion.

 

10.1  Kixa does not offer reverse pickup. The customer is responsible for self-couriering the product back to Kixa's warehouse in Gurugram.

10.2  Any tracked courier service is acceptable. The courier tracking slip must be shared with Kixa via email immediately after dispatch.

16.3  All reverse shipping costs are borne by the customer. Kixa does not reimburse return courier charges. For context, return shipping for a tumbler via standard tracked courier (Delhivery, DTDC, Shadowfax) typically costs ₹80–120 within India.

10.4  The customer is responsible for ensuring the product is securely packaged to prevent damage during return transit. Kixa does not accept liability for products that arrive damaged due to inadequate packaging by the customer during return shipping. Such products will be returned to the customer, and no store credit will be issued.

10.5  The product must be packed in its original Kixa-branded box and placed inside a secure outer courier box or wrap.

Recommendation & Goodwill Credit We recommend using a reliable courier service with tracking (e.g. Delhivery, DTDC, Shadowfax) and retaining your dispatch receipt until the store credit is confirmed. Return shipping typically costs ₹80–120 within India. As a gesture of goodwill, Kixa will add ₹100 to the store credit value on all approved genuine defect claims, to partially offset the inconvenience of return shipping. This goodwill credit is applied at Kixa’s discretion and does not constitute a shipping reimbursement.

 

11.1  Kixa does not issue cash refunds or reversals to the original mode of payment under any circumstances. All approved claims result exclusively in store credit issued as a coupon code.

11.2  The coupon code will be issued to the customer's registered email address within 2 business days of successful quality inspection.

 

Value	Equivalent to the product value of the returned item. Shipping charges are excluded.
Validity	90 calendar days from date of issuance. The code expires automatically at the end of this period and will not be renewed or reissued.
Usage	Redeemable on future purchases at kixa-life.com only.
Combination	Cannot be combined with any other discount code, promotional offer, or coupon. One code per checkout.
Partial use	If the order value is less than the coupon value, no residual balance will be carried forward or refunded.
Transferability	Non-transferable. Linked to the original order and registered email.
Credit on defective credit order	If an order placed using store credit is itself defective, a fresh store credit will be issued upon verification, subject to the same process in Section 9.
Expired / unused codes	Kixa is not liable for expired, lost, or unused codes. Customers are responsible for timely use.

 

12.1  Kixa takes claims fraud and policy abuse seriously. The following will be treated as grounds for immediate rejection of a claim and, where applicable, refusal of future service:

•  Submission of tampered, edited, or fabricated unboxing videos or photographs.

•  Claims that are inconsistent with the submitted evidence.

•  Repeatedly raising claims across multiple orders without genuine basis.

•  Returning a product not in original condition while claiming it to be unused.

•  Misrepresenting the nature or extent of damage.

 

12.2  Kixa reserves the right to refuse service to any customer who has, in Kixa's reasonable assessment, misused this Policy. This includes the right to reject future claims, cancel orders, and restrict account access.

12.3  Kixa's decision on abuse determinations is final and non-appealable.

 

In accordance with Rule 4(1) of the Consumer Protection (E-Commerce) Rules, 2020, Kixa has appointed a Grievance Redressal Officer.

Name	Vishal
Designation	Grievance Redressal Officer
Email	care@kixa-life.com
Office Hours	Monday to Saturday, 10:00 AM to 6:00 PM IST (excluding public holidays)
Acknowledgement	Within 48 working hours of receipt.
Resolution Target	Within 15 days of receipt, as prescribed under the Consumer Protection (E-Commerce) Rules, 2020.

 

All formal grievances must be submitted via email to care@kixa-life.com with the subject line "GRIEVANCE – [Order ID]". Please include your full name, order ID, nature of the issue, and any relevant communication history.

 

This Policy is governed by the laws of the Republic of India. Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of the courts at Gurugram, Haryana, India.

 

Kixa reserves the right to modify this Policy at any time. Changes will be effective immediately upon publication at kixa-life.com. Continued use of the platform following any amendments constitutes acceptance of the revised terms.