Refund policy

 

 

Throughout the site, the terms “we”, “our” and “us” refer to XONOTU. This Deliveries and Returns Policy outlines our procedures for delivering your orders and accepting returns. By making a purchase from our website www.xonotu.com, you agree to comply with and be bound by this policy.

Returns, Exchanges & Refunds

a. Eligibility: We accept exchanges subject to product availability within 14 days of the delivery date. To be eligible for an exchange, items must be unused, in their original condition, and accompanied by the original packaging and tags. 

b. Exchange Process: i. Contact us at info@xonotu.com to initiate an exchange. Please provide your order number and details about the item you wish to exchange. ii. Once your request is approved, you will receive instructions on how to proceed with the exchange. iii. Ship the item(s) back to us in accordance with the provided instructions within 7 days of the agreed return or we cannot accept the item. You are responsible for the return shipping costs. iv. Upon receiving and inspecting the returned item(s), we will process your exchange as applicable.

If you are exchanging goods from outside the UK, you will need to produce a customs declaration. In this case, goods MUST be marked as "Returned goods" with ZERO commercial value. You can also include the tracking number with which it was imported to your country - the one we sent the parcel with.

Failure to do so, or to declare any value on the shipment, may result in import duty and/or taxes being applied to the returned goods, which will be deducted from any refunds payable or recharged to your payment method.

c. Exchanges: If you wish to exchange an item for a different size, colour, or style, please follow the process outlined above. Once we receive the returned item(s), we will ship the replacement item to you.

4. Delayed, Lost, Damaged or Missing Parcels

In the unlikely event that your order is delayed, lost, damaged, or arrives with missing contents, please contact us as soon as possible and we will assist in resolving the issue.

To proceed with any investigation or resolution, we reserve the right to require the customer to contact the relevant courier service directly to report the issue and obtain further information. This step is typically necessary to initiate a claim and enables us to pursue compensation where applicable. We may request proof of such contact, including claim reference numbers or written correspondence with the courier.

Following review of the issue and any supporting evidence, we may, at our discretion, offer a replacement item, store credit, or a refund.

We reserve the right to decline any claim where:

Insufficient or no supporting evidence is provided. The courier confirms successful delivery and no reasonable attempt has been made by the recipient to dispute the delivery or obtain supporting evidence. Or the issue is reported outside of the timeframes set out below.

All issues must be reported within:

14 days of delivery for damaged, defective, or incomplete orders; or 35 days from the dispatch date for orders that have not been received.

4. Refunds

All sales are final. There are no refunds or returns unless the item is defective. In that event, please contact us via info@xonotu.com.

Contact Us

If you have any questions or concerns about our Shipping Policy, please contact us at info@xonotu.com. We are here to assist you and ensure a seamless shopping experience.

Enjoy your time on XONOTU.