Refund policy
Satisfaction Guarantee
Our aim is to have happy, satisfied customers and we want you to have total confidence in your purchase. We not only stand behind the quality of our products but we also consider you, the purchaser, to be our most valuable asset. Hence, should any issues arise, we will work wherever possible to minimise any dissatisfaction and inconvenience for all concerned.
Xenca offers a 30-day guarantee from the date the last item in your order is delivered (excluding courier costs) to provide a refund or exchange for other products to the same value within the current Xenca range. If you are not completely satisfied with a product please return the unused part with your original purchase receipt to:
- i) In the first instance, the seller, who will offer you a replacement or a credit toward the purchase of another Xenca product, or a refund of the purchase price. In the event that you feel your concerns have not been satisfactorily dealt with please contact Xenca direct.
- ii) Secondly, return the item to ourselves at Xenca, PO Box 137, Fleetwood, FY7 9AN. Should you advise us of your intention to return goods within 14 days a full refund (including shipping) will be actioned. Please ensure that you contact our friendly customer service team (freephone 0800 145 5078 and/or kim@xenca.com) prior to any returns, in order that your package can be expected and dealt with quickly.
Unfortunately, this guarantee does not apply to: goods returned outside the 30 day limit; products that have been used for purposes other than their intended normal use; products that have been completely or substantially consumed; or products that have been misused or damaged by intent or negligence.
Please note: no person has authority to make any claim or representation about Xenca products and services other than those set out on labels and in official Xenca literature.
This guarantee is applicable in the UK and does not affect your statutory rights in any way.
European Union returns and cancellations
If you are a consumer in the European Union and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods for any reason, unless an exemption applies.
After you notify us that you wish to cancel, you must return the goods within 14 days.
For change-of-mind returns, customers are responsible for arranging and paying for return shipping.
We will refund eligible cancelled orders within 14 days after we are informed of your cancellation, but we may withhold the refund until we receive the goods back or receive evidence that you have sent them back.
For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We are not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.
Start your return or cancellation request by logging into your account.
To request a cancellation, start a return, inquire about a return, ask about an exchange or report damaged items, please contact us at kim@xenca.com or use the contact details in our contact information policy.
