Return And Refund Policy
Return And Refund Policy
At XUM, we want you to be completely satisfied with your purchase. If you are not happy with your product, our return policy allows you to return items with ease. Please review the details below:
60-Day Refund Policy
Customers can return products within 60 days of purchase for a full refund if they are not satisfied with their order. We aim to make the return process as hassle-free and straightforward as possible.
Return Conditions
- Condition: All returned products must be in their original condition, including all accessories and packaging.
- Shipping Costs: Return shipping is free for all customers, regardless of the reason for return.
Return Process
To initiate a return, please follow these steps:
- Contact Customer Service: Email our customer service team at support@xumlaptops.com with your order number and reason for return.
- Follow Return Instructions: We will provide you with detailed instructions on how to proceed with your return, including a prepaid return label.
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.