Our Returns Policy
Our 30-day returns
guarantee
Our
30-day returns guarantee means that if for any reason you are unhappy
with your purchase, you can return it to us in its original condition
within 30 days of the date you received the item, unopened (with any
seals and shrink-wrap intact) and we will issue a full refund for the
price you paid for the item--see our Refunds Policy. Please note: we can only
accept the return of opened items if they are faulty.
We
are unable to exchange items that are not damaged, defective or
incorrect (however, click here to find out what to do if you have
received a damaged,
defective or incorrect item). Click on the links
below to find out how to return your item:
Specific rules apply
regarding refunds of delivery charges, packaging and other
services--see our Refunds Policy.
In the event of
Xado.co.uk sending you a replacement for a damaged, defective or wrong
item, you must return the item to Xado.co.uk within 30 days. Xado.co.uk
reserves the right to charge the price of the replacement item to the
payment card used for the original order if you do not return the
original item to us within 30 days of the date on which Xado.co.uk
confirms we will issue a replacement.
This returns policy does
not affect your statutory rights.
Our Refunds Policy
This
page describes how we calculate refunds and outlines our policy on
refunds. Our refunds policy does not affect your statutory rights. Some notes about
refunds:
- When you send your item
back to us, we'll process the returned item then notify you via e-mail
of your refund. You can expect a refund in the same form of payment
originally used for purchase within three weeks of our receiving your
return.
- You can also view
completed returns and refunds at the bottom of an order's summary page
in Your Account. If the return and refund do not appear in Your Account
after four weeks from the day you sent us your return, please contact us for
further assistance.
How Refunds Are Calculated
Items returned because
they are damaged, defective or incorrect
If
you are returning an item because of an error on our part or because it
is damaged or defective, we will be happy to refund the delivery
charges incurred in sending the item to you and we'll reimburse your
costs in returning it to us. We will also refund the cost of other
services provided to you in connection with your purchase, where
applicable.
Items returned within
the seven-day cooling off period
By law, customers
located in the European Union also have the right to withdraw from the
purchase of an item within seven working days of the day after the date
the item is delivered. For more information see Your Statutory Rights.
Where you are
withdrawing from your purchase within the seven working day cooling-off
period, and there has been no error on our part, we will refund the
cost of the item and the cost of sending the item to you as follows:
- where you are returning
an item that was part of a larger order, we'll refund the per-item
charge for delivery that you incurred
- where you are returning
an entire order, we'll refund applicable per-item delivery charges and
the per-delivery charge that you incurred
- we will refund only
standard (Airmail) postage charges for items delivered outside the UK
We will not refund the
cost of packaging, delivery and other services provided to you in
connection with your purchase unless you return the item to us because
of an error on our part or because it is defective.
Items returned under the
30-day returns guarantee
Where you are
withdrawing from your purchase between seven and 30 days after
delivery, and there has been no error on our part, we will refund only
the cost of the item. We will not refund the cost of packaging,
delivery or other services provided to you in connection with your
purchase.
Return a
Damaged, Defective or Incorrect Item
This
page explains what to do if you've received a damaged, defective or
incorrect item from Xado.co.uk. This returns policy does not affect your statutory rights.
If the item was damaged
in transit
- If you take delivery of
an Xado.co.uk package and the contents have been damaged in transit,
you can return the item(s) to us within 30 days of receipt for
exchange. Please follow the instructions below to return your item.
If the item is defective
- You have the right to
return a faulty item within a reasonable period of time. Please keep
all the warranty information that accompanies your item as this will be
needed should there be a fault. In the unlikely event that you have a
faulty item, you may find it quicker and easier to contact the
manufacturer directly so that they can rectify the problem for you. If
you choose to return the item to us, please follow the instructions
below.
If we sent you an item
you did not order (an "incorrect" item)
- As soon as you find out
we've sent you an incorrect item, e-mail us and let us know. We'll send you
the correct item as soon as we can. Send the original item back to us
(please follow the instructions below) and we'll make sure you are not
charged for it.
How to Return Your Damaged, Defective or
Incorrect Item
Please follow the steps
below to enable us to process your refund efficiently:
- fill out the back of the
delivery slip and or invoice that accompanied the package, giving the
reason for the return (including a full description of the fault if the
item is defective. In certain circumstances we will require a before and after independent report to
verify your experience).
- if you don't have the
original delivery slip and or invoice, include a note detailing the
reason for return. This note must include your order number
which you will find on the original invoice sent with the original
package.
- wrap the item securely
in its original packaging
- send the package to the
address below:
Xado.co.uk Returns
Department
Dock Lane
Beaulieu
BROCKENHURST SO42 7YJ
United Kingdom
- please note that we
cannot accept returns if you deliver them to us by hand
- we will notify you via
e-mail when we have processed your return--this may take up to three
weeks
- for your protection we
recommend that you use a recorded-delivery service if the value of the
return is more than £50
Note: in the event of
Xado.co.uk sending you a replacement for a damaged, defective or
incorrect item, you must return the original item to Xado.co.uk within
30 days. Xado.co.uk reserves the right to charge the price of the
replacement to the payment card used for the original order if the item
is not returned within 30 days of the date on which Xado.co.uk confirms
we will issue a replacement.
Your Statutory Rights
Cooling-off Period
At
Xado.co.uk we want you to be delighted every time you shop with us.
Occasionally though, we know you may want to return items. That's why
under our 30-day returns guarantee, if for any reason you are unhappy
with your purchase, you can return it to us in its original condition
within 30 days of the date you received the item. Read more about our 30-day returns guarantee.
By
law, customers in the European Union also have the right to withdraw
from the purchase of an item within seven working days of the day after
the date the item is delivered. This applies to all of our products
except we regret that we cannot accept cancellations of contracts for
the purchase of XADO products where the item has been unsealed.
To
cancel your purchase within the seven-working-day cooling-off period,
please fill out the delivery slip and or invoice that accompanies your
items giving the reason for the return as "contract cancellation".
Please package the relevant item(s) securely and send it to us with the
delivery slip so that we receive it within seven working days of the
day after the date that the item was delivered to you. The return
address is:
Xado.co.uk Returns
Department
Dock Lane
Beaulieu
BROCKENHURST SO42 7YJ
United Kingdom
Please note that we
cannot accept returns if you deliver them to us by hand.
For your protection, we
recommend that you use a recorded-delivery service if the value of the
return is more than 50 GBP.
Please note that you
will be responsible for the costs of returning the items to us unless
we delivered the item to you in error, or if the item is damaged or
defective. If we do not receive the item back from you with the
delivery slip and or invoice, we may arrange for collection of the item
from your residence at your cost.
You should be aware that
once we begin the delivery process you will not be able to cancel any
contract you have with us for additional services carried out by us
(eg: additional packaging).
As soon as we receive
notice of your cancellation of this order, we will refund the relevant
part of the purchase price for that item together with the item's
normal postage charge--we cannot refund any priority, express or
courier component of the postage charge. For more information on your
right to withdraw from your purchase within the seven working day
cooling-off period, visit the Department of Trade and Industry's
website at: http://www.dti.gov.uk/ccp/topics1/guide/homeshop.htm#cooling
Other Statutory Rights
For more information
about your other statutory rights, please visit the Department of Trade
and Industry's Consumer Gateway website at: http://www.consumerdirect.gov.uk/
Click here to go back to the main returns
policy.
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