Refund policy

XARENA Returns & Refund Policy

At XARENA, we’re committed to providing our customers with an exceptional shopping experience. If, for any reason, you’re not completely satisfied with your purchase, we’re here to help.

1. General Return Conditions

Return Period: You have 14 calendar days from the date you receive your item to request a return.

Proof of Purchase: A proof of purchase — such as an invoice or receipt — is required for all returns.

2. How to Return an Item

Contact Our Customer Service: Before returning a product, please contact our support team at contact@xarena.co.uk to obtain return authorisation and detailed instructions.

Preparing the Return: Securely pack the item to prevent damage during transit. Include your proof of purchase and any other relevant documentation.

Shipping the Return: Send the item to the address provided to you via email.

3. Refunds

Refund Process: Once we receive and inspect your returned item, we’ll notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 10 business days.

Partial Refunds: In some situations, only partial refunds may be granted (if applicable):

  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error.

  • Any item returned more than 14 days after delivery.

4. Exchanges

Faulty or Damaged Items: If you receive a defective or damaged item, please contact us immediately to arrange an exchange. We’ll replace the item at no extra cost.

5. Shipping Costs

Return Shipping: Return shipping costs are your responsibility unless the item is defective or incorrectly shipped by us.

Initial Shipping Fees: Original shipping costs are non-refundable. If you receive a refund, the cost of the initial shipping will be deducted from your total refund.

6. Exceptions

Certain items cannot be returned, including:

  • Gift cards

  • Personalised or custom-made products

  • Sale items

7. Contact

If you have any questions about our Returns & Refund Policy, please contact us at contact@xarena.co.uk

Thank you for your trust and continued support.

Kind regards,
The XARENA Team