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Right of withdrawal

Our 30-day returns guarantee

Our 30-day returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item, unopened (with any seals and shrink-wrap intact) and we will issue a full refund for the price you paid for the item--see our Refunds Policy. Please note: we can only accept the return of opened items if they are faulty.

We are unable to exchange items that are not damaged, defective or incorrect (however, click here to find out what to do if you have received a damaged, defective or incorrect item). Click on the links below to find out how to return your item:

Specific rules apply regarding refunds of delivery charges, packaging and other services--see our Refunds Policy.

In the event of Xado.co.uk sending you a replacement for a damaged, defective or wrong item, you must return the item to Xado.co.uk within 30 days. Xado.co.uk reserves the right to charge the price of the replacement item to the payment card used for the original order if you do not return the original item to us within 30 days of the date on which Xado.co.uk confirms we will issue a replacement.

This returns policy does not affect your statutory rights.

Our Refunds Policy

This page describes how we calculate refunds and outlines our policy on refunds. Our refunds policy does not affect your statutory rights. Some notes about refunds:

  • When you send your item back to us, we'll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return.
  • You can also view completed returns and refunds at the bottom of an order's summary page in Your Account. If the return and refund do not appear in Your Account after four weeks from the day you sent us your return, please contact us for further assistance.

How Refunds Are Calculated

Items returned because they are damaged, defective or incorrect

If you are returning an item because of an error on our part or because it is damaged or defective, we will be happy to refund the delivery charges incurred in sending the item to you and we'll reimburse your costs in returning it to us. We will also refund the cost of other services provided to you in connection with your purchase, where applicable.

Items returned within the seven-day cooling off period

By law, customers located in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. For more information see Your Statutory Rights.

Where you are withdrawing from your purchase within the seven working day cooling-off period, and there has been no error on our part, we will refund the cost of the item and the cost of sending the item to you as follows:

  • where you are returning an item that was part of a larger order, we'll refund the per-item charge for delivery that you incurred
  • where you are returning an entire order, we'll refund applicable per-item delivery charges and the per-delivery charge that you incurred
  • we will refund only standard (Airmail) postage charges for items delivered outside the UK

We will not refund the cost of packaging, delivery and other services provided to you in connection with your purchase unless you return the item to us because of an error on our part or because it is defective.

Items returned under the 30-day returns guarantee

Where you are withdrawing from your purchase between seven and 30 days after delivery, and there has been no error on our part, we will refund only the cost of the item. We will not refund the cost of packaging, delivery or other services provided to you in connection with your purchase.

Return a Damaged, Defective or Incorrect Item

This page explains what to do if you've received a damaged, defective or incorrect item from Xado.co.uk. This returns policy does not affect your statutory rights.

If the item was damaged in transit

If you take delivery of an Xado.co.uk package and the contents have been damaged in transit, you can return the item(s) to us within 30 days of receipt for exchange. Please follow the instructions below to return your item.

If the item is defective

You have the right to return a faulty item within a reasonable period of time. Please keep all the warranty information that accompanies your item as this will be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. If you choose to return the item to us, please follow the instructions below.

If we sent you an item you did not order (an "incorrect" item)

As soon as you find out we've sent you an incorrect item, e-mail us and let us know. We'll send you the correct item as soon as we can. Send the original item back to us (please follow the instructions below) and we'll make sure you are not charged for it.

How to Return Your Damaged, Defective or Incorrect Item

Please follow the steps below to enable us to process your refund efficiently:

  • fill out the back of the delivery slip and or invoice that accompanied the package, giving the reason for the return (including a full description of the fault if the item is defective. In certain circumstances we will require a before and after independent report to verify your experience).
  • if you don't have the original delivery slip and or invoice, include a note detailing the reason for return. This note must include your order number which you will find on the original invoice sent with the original package.
  • wrap the item securely in its original packaging
  • send the package to the address below:
    Xado.co.uk Returns Department
    Dock Lane
    Beaulieu
    Hampshire SO42 7YJ
    United Kingdom
  • please note that we cannot accept returns if you deliver them to us by hand
  • we will notify you via e-mail when we have processed your return--this may take up to three weeks
  • for your protection we recommend that you use a recorded-delivery service if the value of the return is more than £50

Note: in the event of Xado.co.uk sending you a replacement for a damaged, defective or incorrect item, you must return the original item to Xado.co.uk within 30 days. Xado.co.uk reserves the right to charge the price of the replacement to the payment card used for the original order if the item is not returned within 30 days of the date on which Xado.co.uk confirms we will issue a replacement.

Your Statutory Rights

Cooling-off Period

At Xado.co.uk we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. That's why under our 30-day returns guarantee, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item. Read more about our 30-day returns guarantee.

By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. This applies to all of our products except we regret that we cannot accept cancellations of contracts for the purchase of XADO products where the item has been unsealed.

To cancel your purchase within the seven-working-day cooling-off period, please fill out the delivery slip and or invoice that accompanies your items giving the reason for the return as "contract cancellation". Please package the relevant item(s) securely and send it to us with the delivery slip so that we receive it within seven working days of the day after the date that the item was delivered to you. The return address is:

Xado.co.uk Returns Department
Dock Lane
Beaulieu
Hampshire SO42 7YJ
United Kingdom

Please note that we cannot accept returns if you deliver them to us by hand.

For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than 50 GBP.

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If we do not receive the item back from you with the delivery slip and or invoice, we may arrange for collection of the item from your residence at your cost.

You should be aware that once we begin the delivery process you will not be able to cancel any contract you have with us for additional services carried out by us (eg: additional packaging).

As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item together with the item's normal postage charge--we cannot refund any priority, express or courier component of the postage charge. For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Citizens Advice website at: www.citizensadvice.org.uk

Other Statutory Rights

For more information about your other statutory rights, please visit Adviceguide, a Citizens Advice website at: http://www.adviceguide.org.uk/.

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