Refund policy

  XENTUR Returns & Refunds Policy

Last Updated: 08 May 2026

Thank you for shopping with XENTUR. We want you to feel confident when purchasing from us. This Returns & Refunds Policy explains how returns, refunds, and exchanges work for both standard purchases and the XENTUR+ Membership programme.

1. Standard Product Returns (Non‑Membership Purchases)

1.1 14‑Day Right to Cancel (UK & EU Customers)

Under the Consumer Contracts Regulations, you may cancel your order within 14 days of receiving your items.

To cancel, you must notify us in writing at: enquiries@xenturstore.com

1.2 Return Requirements

To qualify for a refund:

  • Items must be unused, unworn, and in original packaging
  • All tags, seals, and accessories must be intact
  • Items must be returned within 14 days of notifying us

1.3 Return Shipping Costs

  • You are responsible for return shipping costs unless the item is faulty or misdescribed
  • We do not reimburse return postage for change‑of‑mind returns

1.4 Refund Processing

Once we receive and inspect your return:

  • Refunds are issued to your original payment method
  • Refunds are processed within 14 days
  • Original shipping fees (if any) are refunded only for standard delivery

2. Faulty or Misdescribed Products

If an item is faulty, damaged, or not as described:

  • Contact us immediately at enquiries@xenturstore.com
  • We will arrange a replacement, repair, or refund
  • Faulty returns are free of charge

This is in accordance with the Consumer Rights Act 2015.

3. Non‑Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Cosmetics
  • Beauty products
  • Skincare
  • Personal care items
  • Swimwear and bikini items
  • Opened or used items

If a cosmetic product includes supplier‑embedded shipping costs, this does not affect your right to return faulty items.

4. Products With Supplier‑Included Shipping Costs

Some products — particularly cosmetics and beauty items — include supplier‑imposed shipping costs within the product price.

These costs:

  • Cannot be removed or refunded separately
  • Do not affect your statutory rights
  • Do not qualify for additional shipping refunds

This applies only to items where the supplier embeds shipping into the wholesale price.

  5. XENTUR+ Membership Refund Policy (Important)

The XENTUR+ Membership is a digital subscription service that issues non‑refundable store credit.

5.1 Membership Fees Are Non‑Refundable

Once your monthly £14.99 Membership Credit has been issued, the £8.50 Membership fee cannot be refunded, even if:

  • You forget to use your credit
  • Your credit expires
  • You cancel immediately after renewal
  • You did not realise the subscription renewed

5.2 Credit Expiry

  • Membership Credit expires 30 days after issue
  • Expired credit cannot be reinstated or refunded

5.3 Refunds for Orders Paid With Membership Credit

If you request a refund for an order paid with Membership Credit:

  • The refund will follow our standard product rules
  • Credit is not automatically returned
  • Credit may only be reinstated at XENTUR’s discretion
  • We may decline reinstatement in cases of misuse

5.4 Chargebacks

If you file a chargeback after using Membership Credit:

  • Your account may be suspended
  • Your Membership may be terminated
  • Future Membership access may be refused
  • We may recover the value of redeemed credit

This protects the integrity of the Membership programme.

  6. Re‑Joining After Cancellation

If you cancel your Membership and later re‑join:

  • A new £8.50 Membership fee will be charged immediately
  • A new 30‑day cycle begins
  • A fresh £14.99 credit is issued only after successful payment
  • Previously expired or unused credit cannot be reinstated

7. Exchanges

We do not offer direct exchanges. To exchange an item:

  1. Return the original item
  2. Place a new order for the desired item

8. Delivery Issues

If your order is delayed, lost, or arrives damaged:

  • Contact us at enquiries@xenturstore.com
  • We will assist with carrier investigations
  • Replacements or refunds will be issued where appropriate

9. Contact Us

For returns, refunds, or membership questions, contact us at: enquiries@xenturstore.com