Refund and Cancellation Policy

Refund & Return Policy – Shop Securely with Xeiuc

1. Returns and Refund Eligibility

At Xeiuc, we aim to handle every return request fairly, clearly, and efficiently. If an eligible item is not suitable for your needs, you may apply for a return and refund under the conditions set out in this policy. Each request is reviewed individually to ensure a straightforward and consistent resolution.

1.1 Return Eligibility Requirements

  • The product must remain unused, undamaged, complete, and in its original condition, including all packaging, tags, accessories, manuals, and supplied components.
  • A return request must be submitted within 30 days from the confirmed delivery date.
  • A valid order confirmation, receipt, or other acceptable proof of purchase is required.
  • Approved returns should be sent using a traceable delivery method to help protect the parcel during transit.

1.2 Non-Returnable Items

  • Consumable or hygiene-sensitive products that have been opened, used, sampled, altered, or damaged after delivery.
  • Digital products, downloadable materials, gift cards, store credit, and promotional vouchers.
  • Personalized, engraved, custom-built, made-to-order, or specially configured products.
  • Items clearly marked as Final Sale on the product page before checkout.
  • Products damaged through misuse, neglect, improper storage, accidental impact, or unauthorized repair or modification.

1.3 Refund Processing Time

Once the returned item has been received, it will be examined to confirm that it meets the applicable return conditions. Approved refunds are generally initiated within 7–10 business days and issued to the original payment method. A confirmation will be sent after processing, but your bank or payment provider may require additional time to display the funds.

1.4 Shipping Costs and Return Fees

  • Original shipping fees are normally non-refundable unless the return is caused by an error verified by our team.
  • Return shipping costs are the customer’s responsibility unless the item is confirmed to be defective, damaged upon arrival, or incorrectly supplied.
  • If a restocking fee applies, the amount will be communicated before the return is formally approved.

2. Order Cancellation Requests

Cancellation is only available while an order has not yet entered processing, preparation, fulfillment, or shipment. Once a parcel has been dispatched, it cannot be recalled through the standard cancellation process. After delivery, an eligible item may be submitted for return in accordance with the conditions above.

2.1 Cancellation Eligibility

  • The cancellation request must be received before fulfillment, preparation, or dispatch begins.
  • Customized, personalized, or specially manufactured products cannot be cancelled after production has started.
  • Orders already shipped must first be delivered and then processed under the regular return procedure.

2.2 How to Request a Cancellation

To request cancellation, visit our Contact Us page and include your order number and the email address used during checkout. Our support team will review the order status and confirm whether cancellation is still possible.

2.3 Costs for Shipped Orders

  • Orders transferred to a shipping carrier are handled according to the standard return policy.
  • Return postage and related delivery expenses may be charged or deducted when an order is already in transit or has been delivered.

3. Exchanges and Product Replacements

If you receive an item that is damaged, defective, or not the product you ordered, Xeiuc will assess the issue and determine the most appropriate solution. Eligible claims may receive a replacement without an additional product charge. The problem must be reported within 7 days after delivery and include the order number plus clear photographs showing the product, packaging, shipping label, and reported defect or damage.

3.1 Requirements for a Replacement

  • The item should remain unused and be kept with its original packaging, labels, accessories, and included materials whenever reasonably possible.
  • Replacement availability depends on current stock levels and the availability of a suitable equivalent product.
  • When a claim is approved, our team may provide specific return instructions or a prepaid shipping label where applicable.

4. Support for Returns and Refunds

For help with a refund, return, cancellation, exchange, or replacement, submit your order number and a clear summary of the issue through our Contact Us page. Complete and accurate details allow the Xeiuc support team to review your request more quickly.