Return Policy

Returns Policy

Effective Date: 22/5/25

Thank you for shopping with Xernio Limited. We want you to be completely satisfied with your purchase. This Returns Policy outlines your rights and our obligations under UK law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Your Right to Cancel – Online Purchases

Under the Consumer Contracts Regulations, you have the right to cancel your online order for any reason within 14 days from the day after you receive your goods.

To exercise this right:

  • Notify us in writing by email at support@xernio.com, or via our returns form.

  • Return the item(s) to us within 14 days of notifying us of your cancellation.

We will refund:

  • The full cost of the item(s).

  • The standard delivery cost (if applicable).

We are not required to refund any additional costs for premium delivery services.

2. Conditions for Returns

To be eligible for a refund, the returned goods must:

  • Be unused and in the same condition that you received them.

  • Include all original packaging and tags.

Exceptions (non-returnable items):

  • Perishable goods (e.g., food, fresh flowers).

  • Personalised or custom-made items (we can only issue refunds on these if they are faulty).

  • Sealed items that are not suitable for return once opened (e.g., hygiene products, software).

  • Digital downloads once the download has begun.

3. Faulty or Misdescribed Items

If an item is faulty, not as described, or unfit for purpose, you have the right to a refund, repair or replacement under the Consumer Rights Act 2015.

You must inform us within 14 days of receiving the item, and return the item to us within 14 days of informing us that you wish to return it, for a full refund.

After 14 days:

  • You may still be entitled to a repair or replacement.

  • If we cannot resolve the issue, you may request a price reduction or a refund.

4. How to Return Items

Please send returns to:

Xernio Limited
Unit 6, Business Development Centre
Stafford Park 4
Telford
Shropshire
United Kingdom
TF3 3BA

Include your order number and reason for return.

Return postage:

  • For unwanted items returned within 14 days: We will reimburse your reasonable postage costs.

  • For faulty or incorrect items: We will reimburse your reasonable return postage costs.

5. Refunds

Once your return is received, we will notify you of the approval of your refund.

Once approved:

  • Your refund will be processed within 14 days to your original payment method.

  • We will notify you once the refund has been issued.

6. Contact Us

If you have any questions about returns or need assistance, please contact:

Email: support@xernio.com
Phone: 01952 743913

This policy does not affect your statutory rights.

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