The following return policy applies only to purchases made from our website.
If for any reason our customers are unsatisfied with their purchase, they can contact us within 15 days of taking delivery, and organize to return the product and receive a refund of the purchase price excluding the associated Delivery Cost, subject to the terms and conditions listed below:
1. In order to organize a refund under these terms and conditions, the customer must notify us by emailing to firstname.lastname@example.org with the proof of purchase and product serial number to request for a Return Merchandise Authorization (RMA) number within 15 days of taking delivery of the product.
2. Where a customer requests a refund in accordance with these terms and conditions, the refund will be for the amount of the purchase price excluding the Delivery Cost as specified in the customer's Order.
3. The 15 Day period will commence on the date that the customer accepts delivery of the product. Where there is no proof of delivery, this date shall be assumed to be 3 business days from the date of dispatch of the product.
4. The product must be returned within 14 days from the date of refund request.
5. A returned product must be in its original packaging, in good working condition and with all its accessories intact (For Xcanex, the flexi-hook is allowed to have been bent).
6. Customers must return the products for which they are seeking a refund at their own cost and must comply with the directions for returning the product. If they are unable to find a method to return the products, customers may choose to use our assigned courier to pick up the products from the customer. In such case, the customer shall be charged according to existing rates of our courier (this also applies for items ordered under "Free Shipping" promotions).
7. After receiving the returned Products, we will issue a refund as soon as is reasonably practicable and the customer will be provided with an e-mail acknowledgement. Where possible, refunds will be processed by reversing the initial customer transaction. We accept no responsibility for any delays that may occur in receiving the refund as a result of any third-party payment gateway.
1. We reserve the right, at our sole discretion, to refuse or cancel any order. If your order is cancelled after your credit card has been charged, the said amount will be refunded to your credit card account.
2. In case we receive a cancellation notice from customer and the order has not been processed by us, we shall cancel the order and refund the entire amount to the customer within a reasonable period of time. We will not be able to cancel orders that have been processed or where the ordered products are already shipped.