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Legal
How to return or exchange something you bought from Xainu.
Last updated 27 September 2026
If something is not right, tell us as soon as you can after delivery and we will sort it out. The detail below explains what we can take back, how to send it, and when you get your money.
This policy forms part of our Terms of Sale and does not affect your statutory rights.
Tell us promptly after delivery that you want to return something, and send it on promptly once we have replied with the return address. The sooner we hear, the easier it is to put right.
For anything faulty, wrongly sent, or damaged in transit, contact us as soon as you notice.
For hygiene and safety reasons, some things cannot be returned once opened or altered:
Email hello@xainu.com with your order number, which item, and what is wrong. A photograph helps for damage or a wrong item. We will reply with the return address and a reference.
Please do not post anything back before you hear from us. Unannounced parcels are hard to trace to an order and we may not be able to process them.
Pack the item so it arrives in the condition it left in, include the reference we gave you, and use a service that can be tracked. Until it reaches us, the parcel is your responsibility.
Tell us the size or colour you want instead and we will hold it where we can. If it is unavailable by the time your return reaches us, we will refund you rather than substitute something.
Once your return arrives and has been checked, we will confirm the outcome and refund you promptly.
Cash-on-delivery orders are refunded by bank transfer to an account in the name on the order. We will ask you for the account details when we confirm the return, and we will never ask for a card number, an OTP, or a bank password.
If something comes back worn, washed, altered, or outside the window, we will contact you before doing anything. You can ask us to send it back to you at your cost, and we will hold it for a reasonable period while you decide.
Nothing in this policy affects your rights under the consumer law of Pakistan where goods are not of satisfactory quality, not as described, or not fit for purpose.
Returns questions go to hello@xainu.com with your order number.
Still need help? hello@xainu.com