Returns & Refunds – Overview
We want you to be happy with your purchase. If something isn’t right, we’ll deal with it fairly and without unnecessary hassle.
This returns policy applies to unused items that are no longer wanted.
If a product has been used correctly and develops a fault, this is handled under our Warranty Policy and not as a return.
Returns (Unused Items)
You can request a return within 30 days of delivery.
To be eligible for a return, items must:
- Be unused and in the same condition you received them
- Be returned in the original packaging, including any accessories supplied
- Include proof of purchase (order number or receipt)
We sell a limited range of Xcatalogue-branded products and are moving away from older ex-catalogue stock. Because of this, some items may no longer be available for exchange.
Where an exchange is not possible, an eligible return will be refunded instead.
Please do not send items back to the manufacturer.
Items That Cannot Be Returned
For hygiene, safety, or practical reasons, some items cannot be returned unless they are faulty:
- Gift cards
- Downloadable or digital products
- Health, personal care, or hygiene items once opened
- Perishable goods
Returns vs Warranty
Our returns policy covers unused items that are no longer wanted.
If an item has been used normally and develops a fault, this is not treated as a return and should be handled under our Warranty Policy.
Warranty claims may apply to used items and are assessed in line with warranty terms.
Refunds
Once your return is received and inspected, we’ll email you to confirm whether your refund has been approved.
Approved refunds are processed back to the original payment method. Depending on your bank or card provider, this may take a few working days to appear.
Late or Missing Refunds
If you haven’t received your refund yet:
- Please check your bank or card account again
- Allow a little extra processing time, as this varies by provider
If you’re still concerned, please contact us at office@xcatalogue.co.uk and we’ll be happy to help.
Sale & Clearance Items
Sale or clearance items are normally non-refundable unless they are faulty or incorrect.
Exchanges
We can only offer exchanges where stock is available. If an item is no longer stocked, a refund will be offered instead.
Returning Your Item
Please send returns to:
Xcatalogue
20 Windsor Drive
Winsford
Cheshire
CW7 1PJ
United Kingdom
Unless an item is faulty or sent in error, return postage costs are the customer’s responsibility. Original shipping costs are non-refundable.
For higher-value items, we recommend using a tracked service. While rare, we can’t be responsible for items lost in transit.
Need Help?
If you’re unsure whether your issue is a return or a warranty claim, please contact us first.
Email us at office@xcatalogue.co.uk and we’ll guide you through the next steps.