REFUND AND RETURN POLICY

REFUND AND RETURN POLICY

Last updated: 08 July 2026

1. RETURN ELIGIBILITY

We accept returns within 30 days of delivery, subject to the following conditions:

• The item must be unused, unopened, and in the original packaging
• The item must be in the same condition as received
• Proof of purchase (order number or receipt) is required

2. NON-RETURNABLE ITEMS

The following items cannot be returned:

• Custom or personalised products (including XENTARA SignatureLit custom neon signs)
• Gift cards
• Items marked as final sale
• Items damaged due to customer misuse

3. RETURN PROCESS

To initiate a return:

1. Contact us at hello@xentaralife.store within 30 days of delivery
2. Provide your order number and reason for return
3. Wait for our return authorization and instructions
4. Ship the item back to the address provided (return shipping is at the customer's expense unless the item is defective)

4. REFUNDS

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

• Approved refunds will be processed to the original payment method within 7-14 business days
• Shipping costs are non-refundable
• If you paid via Paystack, the refund will be processed through Paystack
• If you paid via PayPal, the refund will be processed through PayPal

5. DEFECTIVE OR DAMAGED ITEMS

If you receive a defective or damaged item:

• Contact us within 7 days of delivery with photos of the damage
• We will offer a replacement at no additional cost, or a full refund including shipping
• We may require the item to be returned before issuing a replacement or refund

6. EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at hello@xentaralife.store.

7. LATE OR MISSING REFUNDS

If you haven't received a refund within 14 business days:

1. Check your bank account or PayPal account again
2. Contact your credit card company or bank — processing times may vary
3. If you've done all this and still have not received your refund, contact us at hello@xentaralife.store

8. SHIPPING RETURNS

You will be responsible for paying your own shipping costs for returning items. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless the return is due to our error.

9. DROPSHIPPING RETURNS

Because we use dropshipping fulfillment, returns may be directed to our supplier or a local returns facility. We will provide the correct return address upon authorization. Do not send items to the shipping address on your package without authorization.

10. CONTACT

For any questions about our Refund and Return Policy, please contact:

Email: hello@xentaralife.store
Phone: +27 69 431 3721
Address: 113 B Suurman, Hammanskraal, Gauteng, 0407, South Africa