At XDeal, we strive to provide high-quality products. To maintain our competitive pricing and service standards, we strictly adhere to the following returns policy in accordance with UK Consumer Law.
1. "Change of Mind" Returns (Right to Cancel)
You have the right to cancel your order and return your item for any reason.
- 14-Day Notification Window: You must notify us of your intent to return the item within 14 days of receiving it.
- 14-Day Return Window: Once you have notified us, you have a further 14 days to send the item back.
- Condition & Diminished Value: Items must be returned in their original, "as-new" condition. In accordance with UK law, if you have handled the goods beyond what is necessary to establish their nature and characteristics (e.g., breaking factory seals, activating a device, or removing protective films), we reserve the right to deduct an amount from your refund to reflect the diminished value of the product.
- Hygiene Exclusion: For health and hygiene reasons, earphones and headphones cannot be returned once the original factory seal is broken, unless they are faulty.
- Return Costs: The customer is responsible for the return shipping costs. We strongly recommend a tracked and insured service.
2. Faulty or Damaged Goods
If you believe your product is faulty (not as described or fit for purpose), we will fulfill our obligations under the Consumer Rights.
- Verification Process: All claimed faults must be verified by our technical team. If the product is found to be in working order or the fault is due to misuse, the item will be returned to you, and a diagnostic fee plus return shipping costs will apply.
- 14-Day Window: Faults must be reported within 14 days for a refund. After 14 days, our first obligation is to provide a Repair or Replacement.
- Exclusions: Our warranty does not cover accidental damage, liquid ingress, or software modifications (e.g., rooting/jailbreaking).
3. How to Process Your Return
To ensure your return is handled quickly and securely, please follow these steps:
- Contact Us: Start your return by contacting our Helpdesk here with your Order ID.
- Evidence for Damage: If your item arrived damaged, please provide clear photos of the packaging and the item within 24 hours of receipt to speed up our investigation.
- Shipping: For verified faulty items, Xdeal will provide a pre-paid return label. For change-of-mind returns and non-defective returns, please use a reputable, tracked carrier.
- Refund Timing: We will process your refund within 14 days of receiving the goods back at our facility or receiving proof of return. If a return is lost, the customer must pursue a claim with their chosen courier.
4. Shipping Responsibility & Risk
The risk of return remains with the customer until the parcel is signed for and inspected at our facility. We are not liable for items lost or damaged during return transit. Please provide and keep your Proof of Postage and tracking number until your refund is confirmed.