Refund, Exchange, and Return Policy

Refund, Exchange, and Return Policy

At XD21, customer satisfaction is our priority. Please review our policy carefully to ensure a smooth process for refunds, exchanges, and returns.

General Policy

  • All refund, exchange, or return requests must be initiated within 30 days of receiving your order.
  • Items must be in their original, unused condition with all packaging and tags intact.
  • We do not accept returns or exchanges for items marked as FINAL SALE ,R50 SALE ,R100 SALE , customized products, or perishable goods. If you do return it you are liable to collect it. 
  • NO REFUNDS ON FINAL SALE. R50 SALE AND R100 SALE

Refund Policy

  • Refunds are processed only if the item is damaged, defective, item is unwanted or incorrect due to an error on our part.
  • Refunds are issued back to the original payment method and may take 5-10 business days to reflect, depending on your financial institution. NO CASH REFUNDS at the drop off point.
  • Shipping Fees: Original shipping costs are non-refundable unless the return is due to an error on our part.

Exchange Policy

  • Exchanges are allowed only for defective or damaged items.
  • If a replacement item is not available, we will offer a refund.
  • Customers are responsible for the R85 exchange fee, unless the item received was incorrect or faulty.

Return Policy

  • Eligibility:
    • The product must be in its original condition, unworn, unwashed, and with all original packaging and accessories.
    • Returns are not accepted for hygiene-sensitive items.
  • Process:
    • Contact us at support@xd21.co.za with your order number, reason for return, and pictures (if applicable).
    • Ship the item to the address provided by our team. Return shipping costs are the customer's responsibility unless we are at fault.
  • Non-Eligible Returns:
    • Items damaged due to misuse or improper handling by the customer.
    • Late return requests beyond the 30-day window.
    • For hygiene and safety reasons, the following items are not eligible for returns or exchanges:
      • Makeup and cosmetic products.
      • Jewelry.
      • Nail polish and related accessories.
      • Undergarments, including lingerie and shapewear.
      • Swimsuits.
      • Perfume

Conditions of Refund/Exchange

  • Returned items are inspected upon receipt.
  • We reserve the right to deny a refund or exchange if the product does not meet our return standards and if it's past the 30 days return period.

Important Notes

  • Courier Responsibility: Customers must handle all courier-related arrangements and fees for returns, except in cases of errors on our part.
  • Missed Deliveries: If the courier is missed, the customer is responsible for re-delivery fees.
  • Contact: All requests must be submitted via email to support@xd21.co.za with the order number clearly mentioned.
  • Damaged or Defective Items: In the rare event that you receive a damaged or defective item, please contact our customer service team immediately to arrange for a replacement, If you wish for a refund on the deffective item we will not collect but will refund the amount due to you for the deffective item.

All returns and exchanges should be sent to: Shop 130, N1 City Mall, Goodwood, 7460 , Cape Town - Instyle Beauty

By placing an order, you acknowledge and accept this Refund, Exchange, and Return Policy. For any assistance, feel free to reach out to our team.