Cancellations, Returns,
Refunds & Replacements
Policy

Customers — both individual buyers and registered business accounts — may cancel any eligible order up to 24 hours after placement, provided the order has not yet entered the dispatch or fulfilment pipeline. This right applies to all standard product listings on the XB2BX platform.

• 🕐
  Cancellation Window

  You have up to 24 hours after placing your order to submit a cancellation request, provided the order has not yet been dispatched or transferred to a logistics partner.
• ✉️
  How to Cancel

  Contact our support team immediately at support@xb2bx.com, quoting your Order Reference Number. Alternatively, use the "Cancel Order" function in your XB2BX account dashboard under My Orders.
• 🚚
  Post-Shipment Rule

  Once an order has been dispatched, cancellation is no longer available. The order must be received and then processed through the standard 14-day return procedure outlined in Section 02.
• 🏭
  B2B & Bulk Orders

  For orders placed under a wholesale, contract, or bulk pricing agreement, cancellation terms may differ. Please refer to your specific trade agreement or contact your dedicated account manager for guidance.

You may return most products within 14 calendar days of the confirmed delivery date. To be eligible, all of the following core conditions must be satisfied at the time of return.

• 📦
  Item Condition

  Items must be unused, unwashed, and unmodified, returned in their original packaging with all manufacturer tags, labels, and accessories intact.
• 🧾
  Proof of Purchase

  A valid order number, invoice, or purchase confirmation email must be included with the return. Returns without proof of purchase cannot be processed.
• 📅
  Return Arrival Deadline

  Returned items must physically arrive at our fulfilment centre within 14 calendar days of the recorded delivery date. Items received after this window may be refused and returned to the sender at their cost.
• 🔒
  Hygiene & Safety Seal

  Products with a hygiene seal, safety seal, or shrink wrap (e.g., personal care items, consumables) are only eligible for return if the seal remains unbroken.

The following product categories cannot be returned under standard policy, unless they arrive faulty, damaged, or materially misrepresented:

• 🏷️ Sale or clearance items (final sale)
• 🍋 Perishable goods (food, flowers, biologics)
• 📐 Personalised or custom-manufactured items
• ⬇️ Digital downloads, software licences
• 🎁 Gift cards and store credit vouchers
• 🧪 Hazardous materials and chemicals
• 🔩 Made-to-order industrial components
• 💊 Medical devices & pharmaceutical items

• 🚚
  Shipping Fees

  Original shipping and handling fees are non-refundable, unless the return is due to our error — such as a wrong item dispatched, damaged goods, or a material product misrepresentation.
• 🎟️
  Discounts & Promotions

  If a discount code, promotional voucher, or gift card was applied at checkout, your refund will reflect the net amount actually paid. Discount values are not reimbursed as cash.
• 🌍
  International Orders

  For cross-border transactions, customs duties, import taxes, and brokerage fees are the buyer's responsibility and are excluded from any refund calculation. XB2BX is not liable for these third-party charges.
• 💱
  Currency & FX

  Refunds are processed in the original transaction currency. XB2BX is not responsible for any exchange rate differences or foreign transaction fees applied by your financial institution.

We offer a one-time exchange or store credit for sizing issues or minor preference changes (such as colour variants), subject to current stock availability. All exchanges are subject to the same conditions as standard returns — items must be unused, in original packaging, and submitted within 14 days.

• 📸
  Required Evidence

  Contact support@xb2bx.com with clear photographs or video evidence of the damage/defect, your order reference, and a brief description of the issue. Without photographic evidence, we may not be able to approve the claim.
• 🔄
  Your Remedy Options

  Upon verification, you may choose between a free replacement (dispatched at no additional cost) or a full refund, including the original shipping fee.
• 🚀
  Return Shipping for Defects

  XB2BX will cover all return shipping costs where the return is a direct result of our error, a defect in the product, or goods that materially differ from their listed description.
• 🏭
  Supplier Accountability

  Where defects are attributed to a third-party supplier on the XB2BX marketplace, XB2BX will coordinate directly with the supplier to resolve the matter on your behalf, acting as the responsible intermediary.

To ensure your return is processed efficiently and securely, please follow the packaging and shipping guidelines below. Failure to comply may result in delays or denial of your refund.

• 💰
  Return Shipping Cost

  Unless the return is a result of our error or a product defect, the customer is responsible for return shipping costs. We recommend comparing carrier rates before dispatching.
• 📍
  Tracked & Insured Shipping

  We strongly recommend using a tracked, insured shipping service. Retain your proof of postage and tracking reference. XB2BX cannot take responsibility for returns lost in transit without a valid tracking number.
• 📦
  Packaging Requirements

  Items must be securely re-packaged in appropriate protective materials. Do not return items in damaged, excessively taped, or inappropriate packaging that may compromise the item during transit.
• ⚠️
  Return Address

  You will receive the correct return address specific to your order from our support team upon initiating a return. Do not send items to a generic company address without prior confirmation.
• ⚖️
  Transit Liability

  XB2BX is not liable for returns lost, damaged, or delayed in transit. Any claim for transit loss must be filed directly with your chosen carrier using your tracking reference and proof of postage.

XB2BX is committed to transparent fee structures. All applicable charges will be communicated to you in writing before any deductions are made from your refund.

• ✅
  No Cancellation Fee (Pre-Shipment)

  No fee is charged for cancellations made within the 24-hour window before the order is dispatched. You will receive a full refund of your payment including any delivery charge collected at checkout.
• 📦
  Post-Shipment Cancellation

  If an order cannot be intercepted after dispatch, standard return shipping fees apply and are borne by the customer. Original delivery charges are non-refundable in this scenario.
• 🏭
  Restocking Fee

  For certain high-value, industrial, or B2B bulk orders, a restocking fee of up to 15% of the order value may apply. Where applicable, this will be disclosed at the time of listing and confirmed in your order confirmation email.
• 💵
  Partial Refund Deductions

  In cases involving missing parts, damaged original packaging, or signs of use, XB2BX reserves the right to issue a partial refund reflecting the diminished value. All deductions will be itemised and sent to you via email before processing.

• 📋
  Data Collected During Returns

  When processing a return or refund, we collect and process: order details, contact information, shipping address, payment method reference, and any photographic evidence you submit. This data is used solely to resolve your request.
• 🗄️
  Data Retention

  Return and refund records are retained for a minimum of 7 years for legal, tax, and audit compliance purposes. After this period, data is securely deleted in accordance with our Data Retention Policy.
• 🔗
  Third-Party Sharing

  Your data may be shared with logistics partners, payment processors, and regulatory authorities strictly as required to complete your return or fulfil a legal obligation. We never sell or share your data for marketing purposes.
• 👤
  Your Data Rights

  You retain the right to access, correct, or request deletion of your personal data at any time (subject to legal retention obligations). Submit requests to privacy@xb2bx.com. We will respond within 30 days.
• 🔒
  Security Measures

  All data exchanged during the returns process is transmitted via TLS 1.3 encryption. Internal access to return data is restricted to authorised personnel only, governed by role-based access controls.

XB2BX is committed to resolving all disputes promptly and fairly. We strongly encourage direct resolution through our support channels before escalating to external bodies.