Return and Cancellation Policy

 

WHAT HAPPENS IF THE ITEMS I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Did you receive a defective unit or the wrong product? Just not satisfied with your order?

Get in touch with our customer service team via email on our contact form, to start the return process. Please include the following information:

Number of order
Receipt
Video or photo of the defective product (if applicable)
Full delivery address
Contact phone number

In some cases, you may be required to include a video or photo of the defective product as proof to replace the product.


HOW DO I RETURN AN ITEM?

If you are not satisfied with your purchase and wish to return an item, please contact us within 14 days of receiving your order.

Provide your order number, as well as the reason for your return. Our customer service team will process the return request.

Only items purchased directly from Xcalpe Home will be accepted. For products purchased from authorized retailers, please contact them directly for returns.

Returned items must be in their original packaging, including accessories, manuals, and documentation.

The returned items must, logically, be unused, in the same condition in which we sent them to you and in their original packaging. Stains, folded cards, broken seals/torn plastic sheets will not be accepted. If the returned item does not arrive in the same condition as it was delivered, we reserve the right not to refund or exchange. Products that have been personalized cannot be refunded or exchanged.

If the product received corresponds to the product purchased and there is no breakage or error in the product sent, the return costs until it reaches our facilities will be borne by the customer.

Non-returnable items include items purchased through retailers, products purchased incorrectly, and products damaged due to customer mishandling.

We recommend that you take photographs of the product you wish to return so that you have the right to claim the transport company with which you have contracted the return in the event that the returned product arrives at our warehouses broken or damaged.


HOW LONG IS THE RETURN PROCESS?

Returns may take up to 14 business days to process from the day we receive your return. We will send you an email to confirm once your return has been processed.

All items that may arrive broken or defective will be replaced by the same product in correct condition. In no case will the return option be accepted before receiving the correct replacement product, this is our commitment.


WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited back to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Contact your card-issuing bank if you have questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do:

Contact the bank/credit card company. It may take some time before the refund is posted to your account.


HOW DO I CHANGE OR CANCEL MY ORDER?

If you wish to cancel your order, you must do so using our contact form within 3 hours of purchase.

Please contact us as soon as possible if you need to modify or cancel your order. Please be sure to provide your order number and the modification you wish to make and we will confirm once the modification has been made.