Refund policy

Return and Refund Policy

We want you to shop with confidence. Here's how returns and refunds work at Xerovian.

To contact us about anything below, click the chat button in the bottom-right corner of our website and have your order number ready.

Damaged, faulty, wrong or missing items

If your order arrives damaged, faulty, incorrect or with parts missing, contact us within 30 days of delivery and send us:

  • your order number
  • clear photos of the item and the packaging
  • a short video showing the problem (for faults)

Please keep the item and all packaging until we've reviewed your claim, as we may ask for it to be returned. Once your claim is approved, we'll send a replacement or issue a refund. Where a missing or faulty part doesn't affect how the product works, we may send the replacement part or give a partial refund.

Changed your mind?

You can cancel your order within 14 days of receiving it. Contact us within that time to request a return, then send the item back within 14 days of telling us.

  • We'll send you the return address once your return request has been received.
  • Return postage is paid by you. We recommend a tracked service, as we can't refund items lost on the way back to us.
  • Items should be returned unused, with all original packaging, accessories and manuals.
  • We'll refund the product price within 14 days of receiving the returned item.
  • If the item has been used beyond what's needed to check it, we may reduce the refund to reflect its lower value.

Cancelling before dispatch

Contact us as soon as possible after ordering. If your order hasn't been processed yet, we'll cancel it and refund you in full. If it has already been dispatched, please follow the change-of-mind steps above.

Not covered

  • Damage caused by misuse, accidents or normal wear and tear.
  • An incorrect delivery address entered at checkout. Re-delivery costs are paid by the customer.
  • Parcels returned to us because they weren't collected from the courier or post office.

Refunds

Approved refunds go back to your original payment method. Depending on your bank, it can take a few extra days to appear.

This policy doesn't affect your statutory rights.