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)
- 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 be able to find in Your Account linked to from the
top right-hand corner of any page
- wrap the item securely
in its original packaging
- send the package to
the address below:
Xado.co.uk
Returns Department
Ocean
Quay
Belvidere
Road
SOUTHAMPTON
SO14 5QY
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
Ocean
Quay
Belvidere
Road
SOUTHAMPTON
SO14 5QY
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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