Refund policy

We are committed to providing the best shopping experience for our customers. If you wish to return or exchange a product, you may do so within a maximum period of 14 days from the date of receiving your order, subject to the following terms and conditions:

1. Eligible Cases for Return or Exchange

Return or exchange requests may be accepted in the following cases:

  • Receiving a product different from the one ordered.

  • Receiving a product with a manufacturing defect.

  • Receiving a product damaged during shipping or transportation.

  • If the customer wishes to return or exchange the product due to a change of mind, provided that the product remains unopened, unused, and in its complete original condition, including all accessories, labels, and packaging, with the outer wrapping and security seal (if applicable) intact and unaltered.

2. Conditions for Return or Exchange

  • A return or exchange request must be submitted within 14 days from the date of receiving the order through the official contact channels listed in Section 8.

  • The product must be returned in its original packaging with all accessories, labels, and accompanying materials.

  • The customer must provide the order number, purchase invoice, or any proof of purchase from our website.

  • Customers may request a return or exchange due to a change of mind, provided that the product is unopened, unused, and fully complies with all return conditions stated in this policy.

3. Non-Eligible Products and Cases

Returns or exchanges will not be accepted in the following cases:

  • Products that have been opened or used, unless the reason for the return or exchange is a confirmed manufacturing defect or an error on the store's part.

  • Products damaged due to misuse or improper handling after delivery.

  • Products returned without their original packaging or accessories.

  • Products with removed, damaged, or tampered seals, labels, or security stickers.

  • Return or exchange requests submitted after the 14-day return period has expired.

  • Products purchased through clearance sales or special promotional offers, except in cases of manufacturing defects or order fulfillment errors.

4. Return and Exchange Process

If you receive a damaged product, a product with a manufacturing defect, an incorrect product, or if you wish to request a return or exchange in accordance with this policy, please contact our customer service team and provide clear photos of the product and packaging (when applicable). Your request will be reviewed, and you will be guided through the necessary steps to complete the return or exchange process.

5. Shipping Fees

  • If the return or exchange request is unrelated to a store error or a product defect, the customer shall bear all shipping, return, and exchange costs.

  • In cases where the product has a confirmed manufacturing defect or the store has made an error in fulfilling the order, the store will bear all shipping, return, and exchange costs.

6. Refund Policy

  • All returned products are subject to inspection upon arrival at our facility.

  • A return request will not be considered finally approved until the product passes inspection and is confirmed to meet all return requirements outlined in this policy.

  • If the return request is approved, the customer will be notified within a period not exceeding 10 business days from the date the returned product is received.

  • Refunds will be issued using the same payment method originally used to place the order, subject to the processing time of the relevant payment provider or bank.

  • Shipping fees paid when placing the order are non-refundable unless the return is due to a store error.

  • Refunds apply to the product value only and do not include any shipping charges or service fees collected at the time of purchase, except where the return is due to a store error or a confirmed manufacturing defect.

  • If the returned product does not meet the return requirements, the return request will be rejected, and the product will be shipped back to the customer. The customer will be responsible for the re-shipping costs.

7. Right to Reject Requests

The store reserves the right to reject any return or exchange request that does not comply with the terms and conditions stated in this policy.

8. Contact Us

For any inquiries or return/exchange requests, please contact our customer service team through:

WhatsApp: +201006422343

Email: support@xoxo-eg.com

Or through any of the official communication channels available on our website, while providing your order number for reference.

By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to this Return & Exchange Policy and all terms and conditions stated herein.