Return policy of Xhorsestore.co.uk
Return policy of Xhorsestore.co.uk
Before returning items to us, please read and follow the instructions below. You can also contact our Customer Service, we will be glad to help you.
Please make sure that you understand our return policy a nd ensure that all criteria are met before physically sending any items back to us.
In what situation our return policy will be applied to you?
Quality Issue: our products do not work well once you receive it or it encounters crash in delivery causing customers fail to use it, in this situation, our return policy will be open for you.
Mis-Ordered Products: If you order wrong item by yourself, or you found it is not what you want to order (not quality problem), our return policy is not applied for you, please aware of this.
Non Quality Issues: In some particular situation, our return policy can be open for you after our customer service learning your particular problem. In this situation, our return policy will be applied for you, and in this condition we will charge you 10% handling fee.
How to return for refund or exchange?Who pay for the shipping cost?
1.Quality Issue. In this situation, please report the problem to our customer within 7 working days and return package within 30 working days. If your package encounter crash in shipping, please report to your local express office or post office and get the case receipt for us to ask for compensation. Please contact our customer service online for getting return shipping address, and we will undertaken half shipping cost if you are sending it back with post service. We will not undertaken any shipping cost if you return it back by express. If you are return for exchange, exchange item shipping cost we will pay for it.
2.Non-Quality Issue: In this situation, please contact our customer service within 7 working days and return package within 30 working days. We will not undertaken any shipping cost for shipping the item back to us, we will also deduct 10% handling fee and the shipping cost we paid to ship the order to you from the total payment amount. If you are return the item back for exchange, buyer need pay for exchange item's new shipping cost.
When to get a refund or exchange items back?
1.If you are return for refund, you will receive your refund within 5 working days after we received the return goods and confirm everything is ok.
2.If you need exchange to other items and exchanged item price is higher than what you paid , you will need to pay for the price difference, and exchanged items will be ship out within 48 hours after we received your payment.
Returning for replacement
When exchange for free: If your products encounter crash in delivery, we will exchange it for free for you and you undertake the shipping cost for your ship item back to us through simple airmail.
Mis-ordered products: If you order a wrong item and plan to exchange for you want, then just contact our customer service for help, if we can exchange for you, you need to pay the shipping cost to us as well as return to you.
Physical Damaged Items: If the item is damaged by yourself, we can not provide exchange service for you. But you can return for repair.
What you do before returning for replacement: you need contact our customer service to tell us your problem. What's wrong with your item and what you want us to do for you.
Returning shipping options: after confirming your items is under our policy of returning, we please you use simple airmail to ship item back to us. NO DHL, UPS, TNT, Fedex or any other express.
When your products get damaged after using some time and needs repair, we provide repair service for you. Please contact with customer service about the repair.
You need to use simple airmail to send the item back to us, after we fix it, we will send back to you. We will not charge you for simple airmail ship back, but if you ask for express shipping, you need to pay for this.
How we will do after receiving your return: you need keep touch with us to make sure we get it. After checking the item, we will arrange a replacement for you and we will inform you when everything is done. Please remember to check your email from time to time.
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