Refund policy

PLEASE CAREFULLY READ THROUGH ALL RETURN TERMS AS YOU ARE AGREEING TO THESE TERMS WHEN YOU MAKE A PURCHASE FROM OUR WEBSITE.

The return terms herein are in addition to, and does not affect, the separate legal right of withdrawal which is available only to European Economic Area (EEA) Consumers in some circumstances. Please reach out to support@sdxotic.com if you have additional questions or need help completing a return.

CHANGE OF MIND RETURNS

If you have a change of mind in respect of a purchase (e.g. you no longer want the product), we will accept a return within 30 days of purchase and provide you with a credit note or refund in accordance with this returns policy and terms. Goods must be unwashed, unworn and in their original purchase condition. The following items cannot be returned for change of mind reasons only (unless it’s a Deficient Product, as defined below):

  • e-vouchers and gift cards.
  • products marked “final sale” when purchased.
  • intimate apparel including thongs, pasties, underwear, lingerie, bodysuits, and swimwear (including one pieces and sets) if removed from their original packaging.
  • products returned in a condition other than their original condition.
  • products not in their original packaging.
  • products that appear to have been worn, smell of perfume, smoke, deodorant or body odor.
  • products that are marked or damaged in any way, that includes, fake tan, deodorant or makeup.

For the avoidance of doubt, returns of Deficient Products, as defined below, are not restricted in the above way and are dealt with below.

Shipping costs are not refundable for change of mind returns and you are responsible for the costs of shipping the products back to us.

Returns are usually processed within 3 business days of receipt and you’ll receive an email detailing your return once this has been completed.

Our returns department has the right to refuse any returned item (not being a Deficient Product, which is dealt with below) that does not meet the original condition, in which case we may require you to pay our reasonable postage costs before we return the item to you.

RETURNS PROCESS

To request a return for an eligible item, please contact us directly at support@sdxotic.com. We will contact you with details of your return so that you can send your eligible item(s) back to us.

DEFICIENT PRODUCT RETURNS

All Goods are thoroughly inspected to ensure they are in a sellable condition prior to being sent to the Customer. However, if the Customer discovers that a Good is faulty or damaged (“Deficient Product”), the Customer must notify us within a reasonable time frame. If we inspect the Goods and confirm that there is a fault, we will accept the return and provide you with an exchange, repair, credit note or refund (at your election) using your original payment method.  However, we reserve the right not to offer a credit note, exchange or refund where the goods have become of unacceptable quality a result of your misuse, damage or neglect.

If you believe an item you've purchased from us is a Deficient Product, contact us at support@sdxotic.com with (if applicable) images and other descriptions of the fault or deficiency.

Deficient Products can be returned within a reasonable timeframe (the length of which may depend on the circumstances) subject to proof of purchase (or where we have details of your purchase in our system).

Once you’ve submitted your return request, we will contact you with details of your return so that you can send your item(s) back to us. Deficient Product returns are usually processed within 3 business days of receipt and you’ll receive an email detailing your return once this has been done.

We will cover the packaging and postage costs associated with you returning a Deficient Product. However, you are liable for any delivery costs if we reasonably determine that returned product does not meet the criteria for being a Deficient Product.

CREDIT NOTE AND REFUNDS

All returned orders will at our option, be issued with refund to the value of the item(s) returned, less any shipping costs (other than Deficient Product, where we will be responsible for these costs and will provide a credit note or exchange item where you request it instead of a refund).

RETURN POSTAGE

If you’re a US customer and returning for a store credit or exchange, we’ll cover your shipping costs! Simply contact us to begin a store credit or item exchange and we’ll send you a free shipping label.

If returning for a refund (to the original payment method), the return label costs will be deducted from your final outcome, $8USD for US customers (other than for Deficient Products, which will not be charged for).

Rest of world customers need to arrange postage at their own cost.

Please note, we are not responsible for lost, stolen or undelivered returned parcels.

LOST OR STOLEN RETURNS

Please note, we are not responsible for lost, stolen or undelivered returned parcels. Once you purchase an item, the risk of loss and title for the items passes to you upon our delivery of the product to the carrier for initial delivery.

If you believe your package was lost or stolen, we encourage you to file a claim directly with the shipping carrier. We are happy to provide any available shipping documentation or information needed to assist with the claims process.

Claims are reviewed and approved solely by the shipping carrier, and any reimbursement is subject to the carrier’s policies and determination.

International Orders EU Customers

For customers located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, in accordance with EU consumer protection laws.

  • To exercise your right of withdrawal, you must notify us at support@sdxotic.com within 14 days of delivery.
  • After notifying us, you have an additional 14 days to return the item.
  • Items must be returned in their original, unused condition with all packaging intact.
  • Certain items, including intimate apparel such as underwear, thongs, and pasties and custom-made products, are exempt from the right of withdrawal due to hygiene and personalization regulations.
  • Customers are responsible for return shipping costs unless the item is deficient or incorrect.
  • Refunds will include the cost of the item and standard shipping charges if applicable, and will be processed within 14 days of receiving the returned goods or proof of return.

SD Xotic reserves the right to refuse returns that do not meet the requirements outlined above.