Refund policy

General policy

Due to the nature of our products and our small-scale operation, we do not accept returns or exchanges for change of mind, buyer's remorse, or other discretionary reasons.

We sincerely hope you'll be happy with your purchase. If, for any reason, you are not, please contact us at contact@xiphonics.com. We’ll be happy to discuss the issue and work with you to find a satisfactory solution whenever possible. While we generally do not accept returns or exchanges, we are happy to review requests on a case-by-case basis and may, at our sole discretion, authorize a return in exceptional circumstances.

Authorized discretionary returns may be subject to a restocking fee. The customer is responsible for return shipping costs. Original shipping charges are non-refundable unless required by applicable law.

Nothing in this policy limits or excludes any rights that you may have under applicable consumer protection laws. Where a return, cancellation, or refund is required by applicable law, we will fully comply with those legal obligations.

To be eligible for a return, your item must be in the same condition that you received it, unused, complete with all accessories, and in its original packaging. You’ll also need the receipt or proof of purchase. 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and, where appropriate, repair, replace, or refund the item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Unless otherwise required by applicable law, the customer is responsible for all costs associated with returning the item to us, including international shipping, insurance, customs fees, duties, taxes, and any other charges incurred during the return shipment.

We recommend using a tracked and insured shipping service, as you are responsible for the item until it is received by us.

Refused Shipments

Refusing delivery of an order does not constitute a return under this policy.

International shipments refused by the recipient may result in additional charges from the carrier, including return shipping, customs processing fees, duties, taxes, storage fees, disposal fees, or other administrative costs. In some cases, the carrier may not return the shipment to us at all.

These charges are outside of our control and are the responsibility of the customer. Any costs incurred by us as a result of a refused shipment may be deducted from any refund or, where no refund is due, remain the responsibility of the customer.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@xiphonics.com.