Refund policy

1. OVERVIEW

At XO Jackets, we aim to ensure that you are fully satisfied with your purchase. If for any reason you are not satisfied, we offer a straightforward return and refund process subject to the terms below.

By placing an order on our website, you agree to this Return & Refund Policy.

2. RETURN ELIGIBILITY

You may request a return if:

  • The request is made within 7 days of receiving the product

  • The item is unused, unworn, and in original condition

  • All original tags, packaging, and labels are intact

  • The product is not damaged by the customer

Returns that do not meet these conditions may be rejected.

3. NON-RETURNABLE ITEMS

The following items are not eligible for return:

  • Items marked as Final Sale

  • Customized or made-to-order products

  • Gift cards

  • Items damaged due to misuse

4. HOW TO REQUEST A RETURN

To initiate a return:

  1. Contact us at info@xostudio.ae

  2. Provide your Order Number

  3. Include the reason for return

  4. Attach clear photos (if item is damaged or incorrect)

Our support team will review your request and provide return instructions.

You may also contact us via:

📞 +971 55 804 4424
📧 info@xostudio.ae

5. DAMAGED OR INCORRECT ITEMS

If you receive:

  • A defective product

  • A damaged item

  • The wrong item

You must notify us within 48 hours of delivery.

We may request photo or video evidence to assess the issue. If approved, we will arrange a replacement or full refund at no additional cost.

6. RETURN SHIPPING

  • If the return is due to customer preference (size issue, change of mind, etc.), return shipping costs are the customer’s responsibility.

  • If the return is due to our error (wrong or defective item), XO Jackets will cover the shipping cost.

Shipping charges are non-refundable unless the return is due to our mistake.

7. REFUND PROCESS

Once we receive and inspect the returned item:

  • You will be notified of approval or rejection.

  • Approved refunds will be processed within 7–14 business days.

  • Refunds will be issued to the original payment method.

Please note:

  • Processing times may vary depending on your bank or payment provider.

  • Shipping fees (if applicable) are not refundable unless the return is due to our error.

8. EXCHANGES

We currently offer exchanges subject to stock availability.

If you would like to exchange an item:

  • Contact our support team within 7 days of delivery.

  • The product must meet return eligibility conditions.

If the requested size or product is unavailable, a refund will be issued instead.

9. ORDER CANCELLATION

Orders may only be cancelled before they are shipped.

If your order has already been processed or dispatched, it cannot be cancelled and must follow the return procedure.

10. REFUSED DELIVERIES

If a customer refuses delivery without prior communication:

  • Shipping costs may be deducted from the refund.

  • Repeated refused deliveries may result in account restrictions.

11. CONTACT US

For any return or refund inquiries:

XO Jackets
📞 +971 55 804 4424
📧 info@xostudio.ae