Refund policy
Xeva® Return & Refund Policy
At Xeva®, we aim to ensure that every customer is satisfied with their purchase. If for any reason you are not completely happy with your order, this policy explains how returns and refunds are handled.
Returns Period
You have 30 days from the date you receive your order to request a return.
Orders placed on Xeva® are typically processed and dispatched within 24–48 working hours after confirmation.
Conditions for Returns
To be eligible for a return, items must meet the following conditions:
- The item must be unused and in the same condition as received
- The item must be undamaged
- The product must be returned in its original packaging, including all accessories, manuals, labels, and protective materials
You must also provide proof of purchase (order confirmation, receipt, or invoice).
Returns that do not meet these conditions may be rejected or partially refunded.
Failed Delivery & Customer Responsibility
If a parcel cannot be delivered due to the following reasons:
- The recipient is not available during delivery attempts
- The delivery address provided is incorrect or incomplete
These situations are considered the responsibility of the customer.
Customers are responsible for monitoring shipment tracking and contacting us promptly if any issues arise.
Address Changes
Delivery address changes are possible within 12 hours of placing the order.
Any modification requested after this time may incur a £10 administrative and logistics fee.
Inability to Receive the Parcel During Transit
If your parcel is already in transit but you cannot receive it, please contact us to discuss possible solutions.
Please note that this service may involve additional costs.
If tracking indicates that you must contact the courier to arrange a new delivery, we recommend contacting the courier directly.
Extended Parcel Holding
If a parcel remains uncollected or held at the courier depot for an extended period (30–60 days) and is returned to our warehouse, any additional costs incurred by Xeva® may be charged to the customer if they wish the parcel to be resent.
If a parcel needs to be resent after a failed delivery, a £10 handling and re-shipping fee will apply.
How to Start a Return
To request a return, please contact us at:
Once your request is approved, we will provide:
- The return address
- Detailed instructions for returning your parcel
Returns sent without prior approval will not be accepted.
Please note that refund amounts may be reduced to cover shipping costs, depending on the size and weight of the parcel.
The exact amount will be communicated before the return is approved.
Delivery delays that fall within the standard 24–48 working hour dispatch timeframe are not considered valid reasons for a return.
Exchanges
If you would like to exchange an item:
- Return the original product following the Return Procedure
- Once the return is received and approved, you may place a new order for the desired item or size
A £10 fixed fee may apply to cover the shipping cost of the replacement item.
Damaged, Faulty, or Incorrect Items
Please inspect your order upon delivery.
If the item is damaged, faulty, or incorrect, please contact us within 7 days of receiving the order so we can resolve the issue promptly.
Non-Returnable Items
Returns will not be accepted for items that show:
- Signs of use
- Improper installation
- Damage caused after delivery
- Missing original packaging
Lost Parcels Delivered to Business Addresses
Xeva® is not responsible for parcels delivered to commercial or business addresses that are later misplaced internally.
It is the customer's responsibility to:
- Provide a complete and accurate address
- Ensure that an authorised person is available to receive the parcel
If a parcel is returned due to an incorrect address, a £10 administrative fee will apply and return shipping costs may be deducted from the refund.
UK Cooling-Off Period
Under the Consumer Contracts Regulations 2013, customers in the United Kingdom have the right to cancel or return an order within 14 days of receiving it, without providing a reason.
To qualify:
- The item must be returned unused
- The item must be in its original condition and packaging
Refunds
Once we receive and inspect your return, we will notify you of the outcome.
If approved, the refund will be issued to your original payment method within 10 working days.
If you have not received your refund within 15 working days after approval, please contact us at: