Effective Date: 26th October 2024
Thank you for shopping at XOXO Productions! We want you to feel confident in your purchase and be satisfied with our products. If, for any reason, you are not fully satisfied with your purchase, please review our Refunds and Returns Policy below for guidance on how to return items, applicable conditions, fees, and expected timeframes.
1. Eligibility for Returns and Refunds
To qualify for a return, please ensure that your item meets the following conditions:
- Unused and Unopened: Products must be unused, in their original packaging, and sealed for hygiene reasons.
- Return Window: Return requests must be made within 14 days of receiving the product.
- Proof of Purchase: A receipt or order confirmation must accompany the return.
Note: Certain items, such as custom orders or items marked “Final Sale,” may not be eligible for returns or refunds. Please check the product details before purchasing.
2. Initiating a Return
If you would like to return an item, please follow these steps:
- Contact Us: Email us at chanelle@xoxoproductions.co.za with your order number, the reason for return, and any relevant product details.
- Approval: Once we receive your request, we will respond within 3 business days with instructions on how to proceed if your return is approved.
- Shipping: You will be responsible for paying the shipping costs associated with returning your item unless the return is due to a defect or an error on our part.
3. Return Shipping and Costs
- Customer Responsibility: For returns not due to a product defect or error on our part, return shipping costs are the customer’s responsibility.
- Packaging: Please ensure the product is securely packaged to avoid damage during shipping. XOXO Productions is not responsible for returns lost or damaged in transit.
- Tracking Information: We recommend using a tracked shipping method for your return. Please share the tracking details with us to expedite the process.
4. Condition of Returned Items
Products that are returned must be:
- Unused and Unopened: Returned items that show signs of use, damage, or tampering may not qualify for a refund.
- In Original Packaging: Please return items in their original, undamaged packaging to ensure your refund is processed promptly.
XOXO Productions reserves the right to inspect all returned items before issuing a refund.
5. Refund Process and Timeframes
Once we receive and inspect your return, we will notify you of its approval status. If approved, your refund will be processed within 7-10 business days and credited to your original payment method.
Please note:
- Partial Refunds: If items are not returned in original condition, we may issue a partial refund at our discretion.
- Shipping Fees: Original shipping costs are non-refundable, except in cases of product defect or shipping error on our part.
6. Defective or Incorrect Items
If your product arrives damaged or incorrect, please contact us within 48 hours of delivery at chanelle@xoxoproductions.co.za with a photo and description of the issue. For verified cases of product defect or incorrect shipment:
- We will cover return shipping costs.
- You will be eligible for either a replacement product or a full refund, as preferred.
7. Customer Support and Questions
If you have any questions or require further assistance with your return or refund, please contact our Customer Support team:
Email: chanelle@xoxoproductions.co.za
Address: 88 Mopani Road, Hennopspark, Centurion, Gauteng, 0172, South Africa
We’re here to help make your experience with XOXO Productions as smooth and satisfying as possible!
Thank you for choosing XOXO Productions! We value your satisfaction and appreciate your understanding of our Refunds and Returns Policy.