REURN/REFUND POLICY

At XAN, every order is carefully inspected and packed before it leaves our warehouse. We want you to receive your order exactly as intended.

If something isn't right with your order, we're here to help. Please review the policy below before submitting a return or exchange request.

1. RETURN & EXCHANGE WINDOW

All return or exchange requests must be raised within 48 hours of delivery.

Requests submitted after 48 hours from the recorded delivery date will generally not be eligible for return or exchange.

2. WHAT IS ELIGIBLE?

We accept return or exchange requests in the following situations:

Manufacturing defects — including stitching, printing, fabric or workmanship issues.
Wrong product received — if the item delivered does not match your order.
Product damaged during transit — provided the damage can be verified.
Size-related issues — subject to product availability and approval by our team.

Every request is reviewed individually before a return is approved.

3. UNBOXING VIDEO REQUIREMENT

For claims involving a damaged, incorrect or missing product, an uninterrupted unboxing video is required.

The video should clearly show:

The sealed package before opening.
The shipping label/order details.
The package being opened in one continuous recording.
The product and any issue immediately after opening.

This requirement helps us verify transit-related issues and protect both our customers and XAN from fraudulent or disputed claims.

Claims for damage, wrong items or missing items without adequate unboxing evidence may not be eligible for resolution.

4. CONDITION OF THE PRODUCT

For a return or exchange to be accepted, the product must be:

Unused and unworn.
Unwashed and unaltered.
Free from stains, marks, odors or any signs of use.
Returned with all original tags attached.
Returned with its original packaging and invoice, where applicable.

All returned products are subject to a quality inspection.

If a returned product does not meet these conditions, XAN reserves the right to reject the request and return the product to the customer.

5. ITEMS NOT ELIGIBLE FOR RETURN OR EXCHANGE

Returns or exchanges are not accepted for:

Change of mind or personal preference.
Products that have been worn, washed, altered or damaged after delivery.
Products returned without original tags or packaging.
Products showing signs of use, stains, odor or other damage.
Claims submitted outside the applicable return window.
Sale, clearance, promotional or final-sale items, unless the product is received defective or incorrect.
Claims that cannot be reasonably verified where supporting evidence is required.

6. SIZE EXCHANGES

If you have ordered the wrong size, you may request an exchange within 48 hours of delivery.

Size exchanges are subject to:

Product availability.
The item being unused, unworn and unwashed.
Original tags and packaging remaining intact.
Successful quality inspection.

If the requested size is unavailable, we may offer an alternative resolution at our discretion.

Please refer to our size chart before placing your order to help ensure the best possible fit.

7. HOW TO REQUEST A RETURN OR EXCHANGE

To initiate a request, contact us within 48 hours of delivery with:

Your order number.
Reason for the request.
Clear photographs of the product, where applicable.
An unboxing video for damaged, wrong or missing-item claims.

Our support team will review your request and generally respond within 2–3 business days.

Please do not send any product back before your return request has been approved and return instructions have been provided by XAN.

8. RETURN PICKUP

Once your request has been approved, we will arrange a reverse pickup wherever our courier service is available.

For locations where reverse pickup is unavailable, you may be asked to ship the product back to us using the return instructions provided by our team.

Return shipping costs for confirmed manufacturing defects, incorrect products or verified transit damage will be handled according to the resolution provided by XAN.

For customer-requested size exchanges or other eligible cases, applicable return/exchange shipping charges may apply.

9. QUALITY CHECK

Once the returned product reaches us, it will undergo a quality inspection.

The return or exchange will only be processed after the product passes our inspection and is confirmed to meet the conditions outlined in this policy.

If the product fails inspection because it has been used, washed, altered, damaged or returned without the required tags/packaging, the request may be rejected.

10. REFUNDS

Our preferred resolution for eligible returns is XAN Store Credit or an exchange, depending on the circumstances and availability.

A refund to the original payment method may be provided where an exchange or store-credit resolution is not possible or where XAN determines that a refund is appropriate.

Once a refund has been approved and initiated, it may take approximately 7–10 business days to reflect in your account, depending on your bank, payment provider or payment gateway.

For Cash on Delivery orders, any approved refund will be processed using the refund method communicated by our support team.

11. SALE & PROMOTIONAL ORDERS

Products purchased during sale events, promotional campaigns, clearance offers or special drops are considered final sale and are not eligible for return or exchange, unless the product is received defective, damaged or incorrect.

Any specific exception mentioned on the product or campaign page will take precedence for that particular offer.

12. CANCELLATION

Orders can only be cancelled before they have been processed or dispatched.

Once an order has been dispatched, it cannot normally be cancelled through our support team and will be subject to the applicable return policy.

13. IMPORTANT NOTE

XAN is a small-batch streetwear label, and every order is individually prepared and quality-checked before dispatch.

Our return policy is designed to protect genuine customers while maintaining a fair process for everyone.

We reserve the right to investigate, approve or reject a return or exchange request based on the condition of the product, supporting evidence and the circumstances of the claim.

Nothing in this policy is intended to limit any rights available to customers under applicable consumer protection laws.