Refund and Returns Policy

Xerom Refund and Returns Policy

Overview

  • We accept returns within 30 days of item delivery. Please contact our customer service immediately if you have changed your mind and wish to cancel the order. Simply contact us within 30 days to be guided through getting a refund. This change of mind return policy does not affect your rights under the Australian Consumer Law including any rights you may have in respect of faulty items. (Please refer to the product’s warranty terms).
  • In case of change of mind, returned items must be in resalable condition and returned in their original packaging with all accessories. Please note that we may not be able to cancel an order if it is already in transit until it arrives. You will need to send the product back at your own cost and applicable freight charge and a 10% restocking fee will be deducted from your refund to reimburse the initial postage and handling cost.
  • Please do not return the product prior to getting instruction from our customer service to avoid the risk that your returned item is not identifiable.
  • There are certain situations where non or only partial refunds are granted:

    • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
    • Any item that is returned more than 30 days after delivery

    Refunds

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 48 business hours.

    Late or missing refunds

    If you haven’t received a refund yet, first check your bank account again.

    Then contact your credit card company, it may take some time before your refund is officially posted.

    Next, contact your bank. There is often some processing time before a refund is posted.

    If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

    Exchanges

    We might be able to replace items if they are not fit or incompatible with your application. If you need to exchange, send us an email at [email protected] and send your item to the below address.

    Shipping returns

    To return your product, you should mail your product to:

    Xerom Pty Ltd

    PO Box 599

    Macclesfield SA 5153

    Australia

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

    Need help?

    Contact us at [email protected] for questions related to refunds and returns.