Terms & Conditions

Xelacrafts Shipping Policy

Please see our Delivery Information Page.

Returns, Refunds and Cancellations 

If there any errors or shortages in your order call 0844 8843391 (10am to 8pm, Monday to Friday) or email sales@xelacrafts.co.uk within 48 hours of receiving your order.

There is no charge for withdrawing an order. To cancel an order call 0844 8843391 (10am to 8pm, Monday to Friday) or email sales@xelacrafts.co.uk quoting your customer number.

Returns

Arrived Damaged or Faulty- If your goods arrived damaged or are faulty your first action is to inform us by email to sales@xelacrafts.co.uk within 24hrs. Please keep all packaging and we will then arrange the return of these goods and replace the goods at no charge or refund any money paid for the goods and postage.

Faulty Goods

If your purchase was originally fine but has become faulty quite soon afterwards, please call 0844 8843391 or email to sales@xelacrafts.co.uk within 24hrs with a short description of the problem.

Non-Faulty Goods 

Non-faulty goods must be returned within 30 days after receiving the product. In the first instance please call 0844 8843391 or email to sales@xelacrafts.co.uk preferably within 24 hours. We will then contact you with the relevant procedure. Provided the goods are received in brand new, never been used condition and with the same packaging that they left our warehouse in, we will fully refund the price of the goods including postage where paid. You will receive your refund normally within 30 days although usually much sooner. Unless the reason for return is due to a mistake by ourselves, you will be responsible for the cost of the return postage and ensuring that we receive the goods in the above condition. We recommend using a signed for, insured delivery method for your own peace of mind.

Refunds

Faulty Goods - All verified faulty goods will be fully refunded and we will also pay for the return postage. Please note that the verification process may mean we have to send the item back to the manufacturer. You will receive your refund within 30 days although usually much sooner.

Non-Faulty Goods - Non-faulty goods must be returned within 30 days as detailed above. Provided everything is in order we will fully refund the price of the goods including postage where paid. The return postage will not be refunded unless the reason for return is due to a mistake by ourselves.

Cancellations 

Provided the goods are received in brand new, never been used condition and with the same packaging that they left our warehouse in, we will fully refund the price of the goods including postage where paid. You receive your refund within 30 days although usually much sooner. Unless the reason for return is due to a mistake by ourselves, you will be responsible for the cost of the return postage and ensuring that we receive the goods in the above condition. We recommend using a signed for, insured delivery method for your own peace of mind.

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