Damaged Product Claim Policy
Effective Date: March 14, 2026
At RIXSTO, we strive to deliver products in perfect condition. However, in rare cases a product may arrive damaged during shipping. This policy explains the process for reporting and resolving damaged product claims.
1. Reporting a Damaged Product
If you receive a damaged or defective product, you must report the issue within 5 days of delivery.
To report a damaged item, please email us at:
support@rixsto.in
rixsto.in@gmail.com
Your email must include:
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Order number
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Clear photos of the product
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Clear photos of the packaging
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A complete unboxing video
2. Mandatory Unboxing Video
To prevent fraudulent claims, customers must provide a continuous unboxing video that clearly shows:
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The sealed package before opening
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The unboxing process
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The condition of the product inside
The video must be recorded from the moment the sealed package is opened.
Claims without a proper unboxing video may not be eligible for refunds or replacements.
3. Claim Review Process
Once the claim is submitted:
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Our team will review the evidence provided.
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We may request additional details if necessary.
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The claim will be approved or rejected based on verification.
Customers will typically receive a response within 24–48 business hours.
4. Approved Claims
If the claim is approved, RIXSTO may offer one of the following solutions:
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Product replacement
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Partial refund
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Full refund
The solution will depend on product availability and the nature of the issue.
5. Non-Eligible Claims
Damage claims may be rejected if:
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No unboxing video is provided
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The video does not clearly show the package being opened
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The claim is reported after 5 days of delivery
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The damage appears to be caused after delivery
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The product has been used or altered
6. Shipping Damage
Products may occasionally get damaged during transportation by courier services. While we work with reliable logistics partners, RIXSTO cannot control how packages are handled during transit.
However, we will always review legitimate claims and try to provide a fair resolution.
7. Abuse of Policy
RIXSTO reserves the right to refuse future service to customers who repeatedly submit false claims or misuse the damaged product policy.
8. Contact Information
For damaged product claims or assistance, contact:
RIXSTO
Bangalore, Karnataka, India – 562106
Email:
support@rixsto.in
rixsto.in@gmail.com
Support requests are typically responded to within 24–48 business hours.