RETURNS & REFUNDS

RETURN POLICY

We have 14 days return policy and we are happy to accept returns if you are not completely satisfied with your purchase.  Simply  return your purchase within 14 days of your delivery date.

HOW TO START A RETURN

  • To return your purchase, send an email to returns@xzenda.com with order number and reason for return.
  •  We do not provide pre-paid labels, the cost of returns is the customer's responsibility.

REFUND 

To be eligible for a return, your item(s) must be:

  • In their original condition as received
  • Unused, unwashed, free from stains or wear such as makeup, perfume, deodorant, with tags and in its original packaging.
  • We will review the returned package and contact you to let you know that your return has been accepted. We will issue a full refund for full priced items  (excluding the original delivery charge), providing our goods are undamaged and returned in a re-sellable condition.
  • Please allow 14 working days (from the date we receive the returned item) for a return to be processed.
  • Refunds will be received and processed within 7 working days. Please note, refunds may take a further 5-10 days to appear in your account depending on your bank.
  • We reserve the right to withhold a refund if goods are not returned in their original condition and/or if our goods have been damaged after point of sale.

SHIPPING

  • You will be responsible for paying for your own delivery costs for returning your item.
  • Delivery costs are non-refundable, delivery costs will only be refunded if there is an error with the order
  •  The item is your responsibility until it reaches us. Therefore, for your own protection we recommend that you send the parcel by special delivery or using a delivery service that insures you for the value of the goods
  • Remember to ask for a proof of postage receipt which you should retain until you receive your refund. 

EXCEPTIONS / NON-RETURNABLE ITEMS

  • Custom items cannot be returned (Where size or length has been altered due to customer request, such items cannot be returned).
  • Gift cards cannot be refunded

CLEARANCE ITEMS

Clearance items can only be returned for store credit (These are different from sale items, sale and full priced items can be returned for a full refund)

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate and amend the issue

  • Damaged and defective items must be reported within 2 days, please contact us at returns@xzenda.com for assistance 
  • Please note that due to the nature of African print fabrics, patterns, fabric placements and colour may vary from the pictured item(s). Some colours may appear brighter, darker or slightly different in colour. And your screen colour settings can also make colours look different. We strive to make items appear as seen in photos, we have no control over this.

 EXCHANGE POLICY 

We do not offer exchange, if you are unsatisfied with your purchase, kindly return it for a full refund excluding the shipping/delivery charges. 

The fastest way to ensure you get what you want is to return the item(s) you have, and once the return is accepted, make a separate purchase for the new one. We are unable to hold your preferred item(s) as there is no guarantee we will have what you want at that time.