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 14 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, customized products, or perishable goods.
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).
Upon approval, 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 14-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.
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.