Exchange Policy
To guarantee that you are fully satisfied with your purchases, we are happy to exchange your goods (if stock is available, we take 2-3 days to exchange & if unavailable in stock, we take 18-25 business days to exchange) with a valid receipt. The returned item’s condition must be unworn, and unused with all supplier tags intact along with the original packaging.
The terms and conditions for the exchange of a good:
- NO ADDITIONAL DELIVERY CHARGE FOR EXCHANGE
- Customer can exchange with any other product from XENNO.
- For exchange, the customer must receive the delivery, make the payment, and keep the product unused. Customer Care team should be informed by calling: +88 01323-884949 within 2 days of receiving the delivery.
- The customer has to mention the size and color of the desired product that he wants to exchange thoroughly over the phone, Facebook, or WhatsApp.
- We will send the exchanged product according to the customer's requirements. While receiving the new product customer has to return the previous product to the deliveryman.
- In case of exchanging with a product of higher value, an additional amount must be paid during exchange delivery. In case of exchanging with a product of lower value, customer must inform the parcel management team to process the refund. The refund process will take a maximum of 7 business days.
- Customer can exchange any ordered product for 1 time only.
For any further assistance feel free to contact us @ +88 01323-884949 every day (10 am -8 pm) over the phone & WhatsApp and (10 am to 2 am) through Facebook. You can also email us here [email protected]. We will get back to you at the earliest possible time.
Return Policy
- You will get 24 hours from the delivery time to notify us if your goods are defective, damaged, or flawed. Depending on the category and condition of your purchase, you may be able to get a refund or a replacement.
- Please be aware that we don’t accept any return or exchange of any goods for a change of mind.
- The applicable terms & conditions will always be displayed on the product page.
VALID REASONS TO RETURN AN ITEM
- If the delivered product is damaged or defective physically in some way.
- If you receive a product that is inaccurate or incomplete (for example, the presentation or specifications differ from those on the website or missing parts).
- If there is a mismatch between the size of a product and the one you ordered.
REASONS THAT WON’T BE CONSIDERED VALID
- You no longer have a use for it after you've placed the order, you've changed your mind.
TERMS & CONDITIONS TO RETURN A PRODUCT
- The item must be completely new, unopened, and unwashed in order to qualify for a refund.
- Accessories, freebies, original tags, warranty cards, and user manuals must remain with the product.
- The item must be returned in its original manufacturer's packaging/box, and it cannot be modified in any way.
Refund Policy
ISSUANCE OF REFUNDS
If your goods qualify for a refund, you have to send back the goods that you received through another courier. As soon as we receive your product and put it through quality inspection, you can anticipate your refund to be processed within 7 business days after we collect it.
In some cases, the refund process may take longer than expected because of unforeseen complications or delays in shipment.
CONDITIONS OF REFUNDS
- We will have to deduct the delivery charge.
- A 5% refund servicing fee will be deducted from the total amount.
- After the refund request is approved, it normally takes a maximum of 7 business days to complete the refund process.
