Returns Policy


1. Faulty Goods

 
1.1 If You discover the Goods are faulty, You must notify Us of the defect within 24 hours of the date of delivery or within a reasonable period of time of discovery (if the defect was not readily apparent) and the goods must be returned within 7 days.
1.2 We may inspect the Goods, either by:
1.2.1 asking You to return the Goods to Us or
1.2.2 by sending a nominated person to inspect and/or collect the Goods in Your possession to assess whether the Goods are faulty.
1.3 If We agree with You that the Goods are faulty, and that the fault was not caused by Your neglect or misuse of the Goods, We will, at Your choice, replace, refund Your account (credit account customers only) or repair (if possible) the faulty Goods at no cost to You. We will arrange collection of the Goods at Our expense or We will refund any reasonable costs You prove that You have incurred in returning the faulty Goods to Us. We recommend that You keep despatch note or invoice for this purpose.

 

Incorrect Goods/Picking Errors

 

1.4 If We send You incorrect Goods, You must notify Us within 24 hours or as soon as You discover the mistake and within a reasonable period of time.
1.5 We will either:
1.5.1 collect the Goods from You by sending a nominated person/courier; or
1.5.2 ask You to return the Goods to Us by post.
1.6 We will either, at Your choice:
1.6.1 send You the correct items as soon as possible after receipt of the returned Goods; or
1.6.2 refund/credit the price of the Goods and delivery.

 


 

2. Cancellation/Goods Not Required

 

2.1 Where applicable, You may cancel Your order in accordance with Your rights under the Distance Selling Regulations.
2.2 You have the right to cancel the contract for the purchase of Goods within 7 working days of delivery of the Goods to You.
2.3 The ability to cancel orders does not apply to Goods which have been made to order/custom made, catering (food and drink etc), office furniture, printed merchandise and workwear.
2.4 To cancel Your order You can email Us at sales@xlos.co.uk with Your instructions, entering the words Order cancel in the subject title, or write to Us (see Our Details section at the end of the terms and conditions) within 7 working days of delivery of Your items, quoting Your order number. You must take reasonable care of the items whilst they are in Your possession and You must not Use them. Please return the Goods to Us in their original sealed packaging. We advise that You return any Goods Using registered post in order to ensure their safe return.
2.5 We will only refund the purchase price if We have received full payment of the price or If You are a business customer We will apply a credit to Your account only when We have received the Goods from You in an undamaged (resaleable) state.

 

For full details of terms and conditions, please click here.

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