Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please email info@xenten.co.uk before sending a return. We’ll provide the correct return address and instructions for your order. Our registered office is not a returns address
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@xenten.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@xenten.co.uk.
Returns & Refunds Policy
We want you to be satisfied with your purchase from XENTEN. If you need to return an item, please contact us before sending anything back so that we can provide the correct return instructions.
Your right to cancel
For most goods purchased online, you have the right to cancel your order within 14 days of receiving the goods, subject to applicable exceptions. After notifying us of your cancellation, you normally have a further 14 days to return the goods.
Certain goods may be excluded from the right to cancel where permitted by law, including certain personalised or made-to-order goods, perishable goods, and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
How to request a return
Contact us at info@xenten.co.uk and include your order number, the item you wish to return and the reason for the return.
We will provide you with the appropriate return instructions and return address.
Do not return goods to our registered office unless we specifically instruct you to do so. Products may be fulfilled from different locations, so the correct return address can vary depending on the product.
Faulty, damaged, incorrect or not-as-described goods
If your goods arrive damaged, faulty, incorrect or not as described, please contact us as soon as possible at info@xenten.co.uk, including your order number and details of the problem. We may ask for photographs or other reasonable information to help us resolve the issue.
Your statutory rights in relation to faulty, damaged or misdescribed goods are not affected by this policy.
Return postage
If you are exercising your cancellation rights because you have changed your mind, you may be responsible for the direct cost of returning the goods where permitted by law and where you were informed of this before purchase.
Where goods are faulty, damaged, incorrect or not as described, XENTEN will provide the appropriate return arrangements in accordance with your statutory rights.
Condition of returned goods
You may inspect goods as you would reasonably be able to in a shop. We may make a deduction from a refund where permitted by law if the value of the goods has been reduced because they have been handled beyond what is necessary to establish their nature, characteristics and functioning.
Refunds
Where a refund is due, it will be made to the original payment method in accordance with applicable consumer law. Depending on the circumstances, this may include the standard delivery charge originally paid.
Refund processing times after we issue a refund may vary depending on your bank or payment provider.
Contact us
For returns, cancellations or refund enquiries:
Email: info@xenten.co.uk
Company: XENTEN LTD
Company number: 17438678
Registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
The registered office is not a customer returns address.