1. General Return Policy

Xandraco reviews return and refund requests on a case-by-case basis.

If you believe an item is defective, damaged, incorrect, incomplete, or materially different from your confirmed order, please contact us promptly after receiving the parcel.

Customers should not return a product without first contacting Xandraco and receiving return instructions.

2. Eligibility for Return

To be considered for a return, the product should generally:

• Be unused and unworn
• Be in its original condition
• Include the original packaging where applicable
• Include accessories, gifts, manuals, tags or other items originally supplied
• Be returned according to the instructions provided by Xandraco

We may refuse a return where the product has been used, damaged, altered, washed, modified, mishandled or is missing original components.

3. Time Limit for Reporting a Problem

Customers should inspect their order as soon as possible after delivery.

If an item arrives damaged, incorrect, incomplete or defective, please contact us promptly after receipt of the parcel.

Delayed reports may make it more difficult for us to verify the condition of the item or submit a courier-related claim.

4. Damaged Items

If a product is damaged during delivery, please contact us and provide clear supporting evidence.

We may request:

• Your order number
• Photos of the external parcel
• Photos of the courier label
• Photos or video of the damaged item
• Photos of the internal protective packaging
• An unboxing video where available

Please keep all original packaging until your case has been reviewed.

5. Incorrect Item Received

If the item you receive is different from the item shown on your confirmed order, please contact us as soon as possible.

Please provide clear photographs of the product received, its packaging, and your order details.

Once the issue has been verified, we may arrange a replacement, return, refund, store credit, or another appropriate resolution.

6. Missing Items

If an order contains multiple items and you believe an item is missing, please check all internal packaging carefully before contacting us.

Some orders may also be shipped in more than one parcel.

If the item is still missing, please contact us with your order number and details of the missing product.

7. Natural Crystals and Natural Materials

Natural crystals, stones and other natural materials are unique products created by nature.

Differences in colour, transparency, texture, pattern, size, shape, mineral inclusion, internal lines, natural pits, surface characteristics or other natural features may occur.

These natural variations are not considered manufacturing defects and are generally not eligible for return or refund solely because the item does not look completely identical to another piece or to a reference image.

8. Handmade and Hand-Finished Products

Handmade, hand-finished or individually crafted products may have small differences between pieces.

Minor differences in shape, finish, placement, texture, colour or detail may be part of the handmade nature of the product and are not automatically considered defects.

9. Beauty, Nail and Personal-Care Products

For hygiene and safety reasons, certain beauty, nail, personal-care or hygiene-related products may not be eligible for return once opened, used, worn, tested or removed from sealed packaging.

This may include products such as:

• Press-on nails
• Opened beauty accessories
• Personal-care tools
• Hygiene products
• Products that come into direct contact with skin, nails or the body

A return may still be considered if the item was received damaged, defective or incorrect.

10. Religious Figurines and Decorative Items

Figurines, ornaments and decorative products should be inspected carefully upon delivery.

Minor variations in paint, finish, colour, texture or hand-applied details may occur and are not necessarily considered defects.

If an item arrives broken or materially damaged, please provide clear photographs and contact us promptly.

11. Non-Returnable Items

Unless the item is defective, damaged or incorrect, the following products may not be eligible for return:

• Used or worn items
• Opened hygiene products
• Opened personal-care products
• Customised or personalised products
• Made-to-order products
• Products altered after delivery
• Products damaged through misuse or improper handling
• Items missing original components or packaging
• Gift cards or promotional vouchers where applicable

12. Change of Mind

Change-of-mind returns are not automatically guaranteed.

If you have ordered the wrong product or simply changed your mind, please contact us before returning anything.

Where a change-of-mind return is accepted, the item must normally be unused, unopened where applicable, and in original resalable condition.

Return shipping charges may be the responsibility of the customer.

13. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return.

If the return is due to an error by Xandraco or a verified damaged or defective product, we will advise you on the appropriate return arrangement.

For approved change-of-mind returns or customer ordering errors, return shipping costs may be borne by the customer.

Please do not send products back using cash-on-delivery arrangements unless specifically authorised by Xandraco.

14. How to Return an Item

Before returning an item, please contact Xandraco and provide your order details.

If your return is approved, we will provide the relevant return instructions.

Please package the product securely to reduce the risk of damage during return transit.

We recommend using a trackable shipping method where applicable.

15. Inspection of Returned Products

Returned products may be inspected after they are received.

Approval of a return request does not automatically guarantee a refund if the returned item arrives in a condition that does not meet the return requirements.

If the product shows signs of use, damage, missing parts or improper handling, we may refuse the refund or adjust the resolution accordingly.

16. Refunds

Where a refund is approved, the refund will normally be processed using an appropriate payment method after the relevant checks have been completed.

Processing time may vary depending on the original payment method, banking system or payment provider.

Xandraco cannot control additional processing time required by banks, card issuers or third-party payment providers after a refund has been issued.

17. Original Shipping Charges

Original shipping fees may not be refundable in cases involving change of mind, customer ordering errors, incorrect delivery information, failed delivery, or other circumstances not caused by Xandraco.

Where an order qualified for free shipping and a partial return causes the remaining order value to fall below the promotional threshold, the applicable shipping cost may be taken into account when calculating the final refund.

18. Promotional Discounts and Coupons

Refunds for orders purchased using a discount code, promotional offer, gift voucher or other discount will generally be based on the actual amount paid for the relevant product.

Promotional discounts are normally not refundable as cash.

A used coupon or promotional code may not automatically be reissued after a return or cancellation.

19. Free Gifts and Promotional Items

If your order included a free gift or promotional item based on a minimum spend or special promotion, the gift may need to be returned together with the qualifying products.

If the free gift is not returned, its value may be taken into account when calculating the final refund where appropriate.

20. Exchanges and Replacements

Where appropriate and subject to stock availability, Xandraco may offer a replacement or exchange instead of a refund.

If the original product is no longer available, we may discuss an alternative item, store credit or refund with the customer.

21. Sale and Clearance Items

Sale, clearance or specially discounted products may have additional return restrictions.

Unless the product is defective, damaged or incorrect, certain clearance items may be treated as final sale where clearly stated on the product page or promotion.

22. Order Cancellation Before Dispatch

If you wish to cancel an order, please contact us as soon as possible.

We will try to assist where the order has not yet been packed or dispatched.

Once an order has been handed over to the courier, it may no longer be possible to cancel the shipment.

23. Refused or Uncollected Deliveries

If a parcel is refused, unclaimed, not collected or returned because the recipient could not be contacted, additional courier charges may apply.

Any refund in such circumstances may be subject to deduction of applicable shipping or return charges.

24. Chargebacks and Payment Disputes

If you have a problem with an order, we encourage you to contact Xandraco first so that we have an opportunity to review and resolve the matter.

Where a payment dispute or chargeback is opened, we may provide relevant order, payment, delivery and communication records to the payment provider or financial institution for review.

25. Contact Us

If you need assistance with a return, refund, damaged item, incorrect item or another order issue, please contact Xandraco with your order number and relevant supporting information.