Refund policy
Last updated: 24 October 2026
At XPENYO, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, our Returns and Refund Policy explains how to request a return, exchange or refund.
This policy applies alongside your statutory rights under applicable UK consumer law. Nothing in this policy limits rights that cannot legally be excluded.
1. Our 30-Day Returns Policy
We offer a 30-day returns period for eligible change-of-mind returns. You should contact us within 30 days of receiving your order to request a return under this policy.
Items returned under our voluntary returns policy should be unused, in their original condition and, where possible, in their original packaging, with any tags or accessories included.
These conditions do not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not conform to the contract.
2. Your UK Consumer Cancellation Rights
If you are a consumer in the UK purchasing online, you will generally have the right to cancel an eligible order within 14 days of receiving your goods, without giving a reason. Certain legal exceptions may apply.
After notifying us of your cancellation, you will generally have a further 14 days to return the goods. We will provide any refund required by law within the applicable timeframe.
Unless the goods are faulty or another legal exception applies, you may be responsible for the direct cost of returning goods if you were informed of this responsibility before purchase.
You may handle goods as reasonably necessary to establish their nature, characteristics and functioning. A deduction may be permitted for diminished value resulting from handling beyond what is necessary, where allowed by law.
3. Eligibility for Returns
To request a return under our voluntary 30-day policy:
- Contact us within 30 days of receiving your order.
- Provide your order number or other proof of purchase.
- Keep the item in its original condition where possible.
- Include any original packaging, tags and accessories where applicable.
- Follow the return instructions provided by our customer service team.
Some products may be excluded from change-of-mind returns where a lawful exception applies, such as certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed. Any applicable exception will be assessed according to the law and the nature of the product.
4. How to Request a Return
- Contact us: Email sales@xpenyo.com with your return request.
- Provide your order details: Include your order number, the item you wish to return and the reason for the return.
- Receive instructions: We will explain the next steps and provide the appropriate return instructions.
- Send the item back: Package the item securely and follow the agreed return instructions.
Please contact us before sending a return so that we can provide the correct instructions and return destination.
5. Refund Process
Once your returned item has been received and inspected, we will notify you by email regarding the status of your refund.
If approved, your refund will be issued to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.
6. Return Shipping Costs
For change-of-mind returns under our voluntary 30-day policy, the customer is responsible for return postage unless we state otherwise.
If an item is faulty, damaged, incorrectly supplied or does not conform to the contract, please contact us. We will explain the appropriate remedy and arrange return shipping in accordance with applicable law.
7. Damaged, Faulty or Incorrect Items
Please contact us as soon as reasonably possible if your order arrives damaged, faulty or different from what you ordered.
Email sales@xpenyo.com with your order number, a description of the issue and photographs where helpful.
We will review the issue and explain the available options. Depending on the circumstances and your legal rights, you may be entitled to a repair, replacement, price reduction or refund.
Please report delivery issues promptly where possible. However, any request to notify us within a particular number of hours does not restrict your statutory rights.
8. Order Cancellations
If you wish to cancel an order before dispatch, contact us as soon as possible. We will try to stop the order where fulfilment has not progressed too far, but cancellation before dispatch cannot be guaranteed.
If your order has already been dispatched, you may still have a statutory right to cancel an eligible online purchase. Please contact us for instructions on how to proceed.
9. Exchanges
If you would like a different size or another product, contact our customer service team to ask whether an exchange is available.
If an exchange cannot be arranged, you may be able to return the original item in accordance with this policy and place a new order.
10. Items Not Eligible for Change-of-Mind Returns
Certain products may be excluded from voluntary change-of-mind returns where permitted by law. Examples may include:
- Personalised or made-to-order products, subject to applicable exceptions.
- Sealed products that are unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery and the legal exception applies.
- Goods that have been damaged through misuse or mishandling.
These exclusions do not remove statutory rights relating to faulty, misdescribed or non-conforming goods.
11. Contact Us
If you have questions about returns, cancellations or refunds, please contact us:
Email: sales@xpenyo.com
Telephone: +44 7882 517790
Address:
110 Cunningham Road, Tamerton Foliot,
Plymouth, PL5 4PU,
United Kingdom
Website: https://xpenyo.com/