Return And Refund Policy
Return And Refund Policy
At XUM, customer satisfaction is our priority. Our return policy is designed to make the process easy and transparent. Please review the details below to understand your options and responsibilities.
60-Day Refund Policy
We offer a full refund within 60 days of purchase if you are not satisfied with your product. This policy covers all eligible products, as outlined below.
Return Conditions
- Product Condition: All returned products must be in their original condition, including all accessories, packaging and documentation
- Exclusion: Certain items may be ineligible for return due to their nature or condition. Please refer to our Terms and Conditions for specifics.
- Shipping Costs: Return shipping is free for all customers, regardless of the reason for return.
Refund Process
Inspection and Approval: Once received, all returned items are inspected within 3-5 business days to verify eligibility.
- Processing: Refunds are processed within 48 hours of approval.
- Bank Processing: Depending on your bank, please allow an additional 5-10 working days for the transaction to appear in your account.
Refund Timeline:
Return Process
- Contact Customer Service: Email support@xumlaptops.com with your order number and reason for return. If you received a damaged or incorrect item, please include photos for verification.
- Follow Return Instructions: We will respond with detailed return instructions, including a prepaid return label.
- Tracking & Updates: You will receive updates once we have received and processed your return.
Special Instructions for High-Value Items
For returns valued over £80, we recommend priority tracking services to ensure secure handling. For such items, we can arrange a collection with DPD for added security. Contact our support team at support@xumlaptops.com to set this up.
Additional Information
- Terms and Conditions: Please review our Terms and Conditions for more detailed policies on returns, refunds, and eligibility.
- Customer Support: For further assistance, contact us at support@xumlaptops.com. We are available Monday to Friday, 8:30 AM to 4:30 PM.
Frequently Asked Questions:
Q: How do I return an item?
A: Please contact us at support@xumlaptops.com with your order details. We will provide you with instructions on how to return items from your order.
Q: What items can I return?
A: You may return most new, unopened items within 60 days of delivery for a full refund.
Q: Who covers the return shipping costs?
A: We will cover the return shipping costs if the return results from our error, such as if you received an incorrect or defective item.
Q: When will I receive my refund?
- A: You should expect to receive your refund within 48 hours of us receiving the item back. However, the overall time period for receiving a refund includes: The time it takes from when we get your returned item from the delivery service is typically between 5 to 10 working days.
- We will take 3 to 5 working days to complete the return procedure once we have your item.
- After we’ve initiated the refund, please allow 5 to 10 working days for the transaction to be reflected in your bank account.
Q: What if I received a damaged or incorrect item?
A: If you receive a damaged or incorrect item, contact us immediately. We will arrange a replacement or full refund and cover the return shipping costs.
Q: How do you handle returns for high-value items?
A: For items valued over £80, we recommend using a priority return service to ensure the security and prompt processing of your return. We will be able to book a collection with DPD for these items. Please contact our customer support team to set this up. You can find them at support@xumlaptops.com. Please follow the return instructions provided with your order to ensure a smooth return process.
Q: What if I don’t want to use a non-priority Royal Mail return label?
A: We understand that you may prefer not to use a non-priority Royal Mail return label for high-value items. In such cases, please contact our customer support team support@xumlaptops.com and request the item to be collected via DPD or request for a tracked returns label. This will ensure that your return is tracked and prioritised.