We want you to feel good about shopping or getting your device repaired with us. If something doesn’t go as expected, we’ll always try to make it right. Here’s how our refunds work. Questions? Email us at [email protected].

When you can get a refund
You may be eligible for a refund if:

• You’ve returned a product within 14 days in original condition
• A product arrived damaged, faulty, or not as described
• A repair was unsuccessful or the issue came back under warranty
• We made a mistake with your order or service

When refunds may not apply
We can’t offer refunds for:

• Items that are used, damaged, or missing parts not due to our error
• Products returned after 14 days, unless faulty
• Devices that were damaged after delivery or repair
• Repairs that were completed correctly but later affected by new damage, liquid exposure, or unauthorised tampering
• Any item without proof of purchase

How to request a refund
Email us at [email protected] with your order number and what went wrong. Include photos if something arrived damaged — it helps us speed things up.

Refund process
Once we receive the item (if a return is needed) and inspect it, we’ll let you know if the refund is approved. If approved:

• We’ll refund the full amount (or partial if agreed)
• Refunds go back to your original payment method
• Processing time is usually 5–10 business days, depending on your bank

Shipping costs

• If the return is due to our error or a fault, we’ll cover return shipping or reimburse you
• If you changed your mind, return shipping is your responsibility

Can I exchange instead?
Yes, if you’d prefer an exchange instead of a refund, let us know — we’ll work with you to sort it.

Still unsure?
Just reach out. We’re here to help. Email us at [email protected] and we’ll guide you through what’s best for your situation.

XOOSEL LIMITED
Company Number: 16112274
Registered Address: 4th Floor 45 Fitzroy Street, Silverstream House, London, United Kingdom, W1T 6EB