Politique de remboursement
We hope you are happy with your purchase. If you wish to return an eligible item, please carefully review the terms below before sending anything back to us.
Nothing in this policy affects your statutory rights.
SECTION 1. HOW TO REQUEST A RETURN
To initiate a return, please email us at support@xsivaid.com and provide:
• Your order number
• Your full name
• The name of the item(s) you wish to return
• The reason for the return
• Clear photographs of the item(s), including photographs showing all original tags and labels still attached
Please ensure that the photographs clearly show the condition of the item and that all original tags remain attached.
We aim to review return requests within 24–48 hours. Once your return has been authorised, we will provide you with the appropriate return instructions and a prepaid return label.
Please do not send a return independently or to the address shown on the original shipping label, waybill or parcel. Returns must only be sent using the return instructions, return address and prepaid return label supplied by XSIVA ID COMMUNITY.
Unauthorised returns may be refused or may result in significant delays in processing.
SECTION 2. UK RETURNS
For eligible returns within the United Kingdom, XSIVA ID COMMUNITY will provide a prepaid tracked return label.
We normally use a tracked postal service, such as a 48-hour tracked service with delivery confirmation and/or photographic proof of delivery where available.
The cost of the prepaid return label will be deducted from your refund, unless the item is faulty, incorrect or not as described and applicable law requires XSIVA ID COMMUNITY to bear the cost of return.
The customer is responsible for the direct cost of a voluntary return.
The exact return postage charge will be communicated to you before the return is processed.
SECTION 3. RETURNS FROM EUROPE AND THE UNITED STATES
For eligible returns from Europe or the United States, XSIVA ID COMMUNITY will provide a prepaid tracked return label and, where applicable, the necessary customs documentation.
A £20 return shipping charge will normally apply and will be deducted from your refund, except where applicable law requires XSIVA ID COMMUNITY to bear the return cost.
Customers must use the return label, customs documentation and return address supplied by us. Please do not arrange your own return shipment.
SECTION 4. PARTIAL REFUNDS / KEEP-THE-ITEM RESOLUTION
In certain circumstances, XSIVA ID COMMUNITY may offer a partial refund as an alternative to returning an item.
Partial refunds are not automatically available and are considered on a case-by-case basis.
Where a partial refund option is available, the amount and conditions will be communicated to you individually by email.
For eligible orders with a value of less than £60, we may, at our discretion, offer a 25% partial refund if you agree to keep the item rather than return it.
Acceptance of a partial refund means that the specific return request is resolved on the terms agreed with you by email.
Any partial-refund or keep-the-item arrangement is an optional resolution and does not affect statutory rights that cannot legally be excluded.
SECTION 5. RETURN CONDITIONS
Unless your statutory rights provide otherwise, all returned items must:
• Be unworn, unused and unwashed
• Be returned in the same condition in which they were received
• Have all original tags, labels and security tags attached
• Include all original accessories, packaging, dust bags, cases, boxes or other components originally supplied with the item
• Be securely packaged to prevent damage during transit
Customers may inspect and handle an item only to the extent reasonably necessary to establish its nature, characteristics and fit.
Where permitted by law, XSIVA ID COMMUNITY reserves the right to make an appropriate deduction from the refund if the value of an item has been reduced because it has been worn, used, damaged or handled beyond what would reasonably be permitted when examining an item in a shop.
SECTION 6. REFUNDS
Once your return has been received and inspected, we will notify you by email.
Where a refund is due, it will be issued to the original payment method, less any applicable return shipping charge or other lawful deduction.
Where required by applicable consumer law, the standard original delivery charge will also be refunded. Any additional amount paid for premium, express or upgraded delivery is non-refundable beyond the cost of our least expensive standard delivery option, where permitted by law.
The time required for the refunded amount to appear in your account may depend on your bank, card issuer or payment provider.
SECTION 7. EXCHANGES — UNITED KINGDOM ONLY
Exchanges are available only for customers in the United Kingdom and are subject to product availability and approval by XSIVA ID COMMUNITY.
The customer is responsible for all shipping costs associated with an exchange, including the cost of returning the original item to us and the cost of shipping the replacement item to the customer.
Where we provide prepaid shipping labels, the applicable shipping costs will be charged to the customer or deducted from/reflected in the relevant payment or refund.
If the replacement item is more expensive, the customer must pay the price difference before the replacement is dispatched.
If the replacement item is less expensive, the applicable difference will be refunded in accordance with the arrangement confirmed by email.
Exchanges are not available for orders outside the United Kingdom.
SECTION 8. FAULTY, DAMAGED OR INCORRECT ITEMS
We inspect our products before dispatch. If you believe you have received an item that is faulty, damaged, materially not as described or different from the item ordered, please contact us at support@xsivaid.com as soon as possible.
Please provide:
• Your order number
• A description of the issue
• Clear photographs showing the issue
• Photographs of the packaging where relevant
Depending on the circumstances and your applicable statutory rights, we may provide an appropriate remedy, including a refund, repair or replacement where applicable.
Where an item is confirmed to be faulty, incorrect or not as described and applicable law requires us to bear the cost of return, no return shipping charge will be deducted from your refund.
Nothing in this section limits your statutory consumer rights.
SECTION 9. FINAL SALE ITEMS
Products clearly identified as Final Sale are last-chance or clearance products.
Where permitted by applicable law, voluntary returns are not available for Final Sale products.
However, designation as Final Sale does not exclude statutory rights that cannot legally be excluded, including applicable rights relating to faulty, damaged, incorrect or misdescribed goods.
Final Sale items must not be returned without prior written authorisation from XSIVA ID COMMUNITY.
SECTION 10. ORDER CANCELLATION
An order cancellation request may be submitted within 24 hours of placing the order by emailing support@xsivaid.com.
Please include your order number and clearly state that you wish to cancel the order.
We will make reasonable efforts to cancel an order where a request is received within this period. However, if the order has already entered processing, fulfilment or dispatch, we may be unable to stop or amend it.
Once an order has been dispatched, it cannot be treated as a pre-dispatch cancellation and the applicable return procedure must be followed.
Nothing in this section restricts any statutory cancellation rights that apply to your purchase.
SECTION 11. INCORRECT DELIVERY INFORMATION
Customers are responsible for ensuring that the name, delivery address, postcode and other delivery information provided when placing an order are complete and accurate.
Please contact us immediately if you discover an error.
We cannot guarantee that delivery information can be changed once an order has entered processing or has been dispatched.
Where a parcel is returned to us because the customer supplied an incorrect or incomplete delivery address, the customer may be responsible for reasonable additional shipping costs associated with redelivery.
SECTION 12. DELIVERY, LOST OR MISSING PARCELS
Once your order has been dispatched, tracking information will be provided where applicable.
XSIVA ID COMMUNITY uses tracked postal and courier services where available, including services providing delivery confirmation and/or photographic proof of delivery.
Delivery times provided by postal or courier services are estimates and may be affected by circumstances outside our control.
If a parcel is delayed, lost, damaged or otherwise affected while in transit, responsibility will be determined in accordance with applicable consumer law and the circumstances of the delivery.
Where tracking and/or photographic delivery evidence confirms that a parcel was delivered in accordance with the customer’s authorised delivery instructions, responsibility for subsequent loss or theft will be determined in accordance with applicable law.
SECTION 13. CUSTOMS DUTIES, IMPORT VAT AND TAXES
International customers may be responsible for customs duties, import VAT, taxes, clearance charges or other fees imposed by the destination country unless otherwise stated at checkout.
Such charges are separate from the product price and shipping charges collected by XSIVA ID COMMUNITY.
Where an international order is returned, XSIVA ID COMMUNITY cannot guarantee reimbursement of customs duties, import VAT or other charges paid directly to customs authorities, postal operators, couriers or other third parties. Customers may need to apply directly to the relevant authority for reimbursement.
SECTION 14. RETURN TRACKING
All returns must be made using the prepaid tracked return label supplied by XSIVA ID COMMUNITY.
Customers must retain their proof of postage and tracking information until the return has been confirmed as received and the return process has been completed.
Please do not arrange an alternative return service or send the parcel to an address other than the return address provided by us.
SECTION 15. UK CONSUMER CANCELLATION RIGHTS
If you are a UK consumer purchasing online, you will generally have a statutory right to cancel an eligible purchase within 14 days after receiving the goods, without giving a reason.
After notifying us of your decision to cancel, you must generally return the goods within a further 14 days.
Unless XSIVA ID COMMUNITY has agreed to bear the return cost or applicable law requires us to do so, the customer is responsible for the direct cost of returning the goods. Where we provide the prepaid return label, the applicable return shipping cost may therefore be deducted from the refund.
Certain products may be excluded from statutory cancellation rights where an applicable legal exception applies.
These statutory rights operate separately from any additional voluntary return, exchange or partial-refund arrangements offered by XSIVA ID COMMUNITY.
SECTION 16. CONTACT
For all returns, UK exchanges, cancellations, faulty-item enquiries or other questions relating to this policy, please contact:
XSIVA ID COMMUNITY
Email: support@xsivaid.com
Please include your order number in all correspondence.
Last updated: July 2026