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? Are you simply 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:
Order number
Receipt
Video or photo of the defective product (if applicable)
Full delivery address
Telephone contact
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,
Once picked up, 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 it. 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 shipped, the cost of returning it to our facilities will be borne entirely by the customer.
Non-returnable items include items purchased through retailers other than our xcalpe Spain store, 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 return from the transport company with which you have contracted in the event that the returned product arrives at our warehouses broken or damaged.
HOW LONG DOES THE RETURN PROCESS TAKE?
Returns can 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 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. Please 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 or 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, since most of the products leave warehouses located in the Asian Continent. Please be sure to provide your order number and the modification you wish to make and we will confirm this once the modification is made.