Return and Refund Policy
Return and Refund Policy
At XUM Enterprise, we strive for complete customer satisfaction. If you are not happy with your purchase, our return policy is designed to make the process as simple as possible. The following details outline our return and refund policy for products such as servers, workstations, networking equipment, storage & RAID systems, and components.
60-Day Refund Policy
Customers may return products within 60 days of purchase for a full refund if they are not satisfied with their order. We aim to provide a seamless and hassle-free return experience.
Return Conditions
- Condition of Products: All returned products must be in their original condition, including all accessories, manuals and original packaging.
- Shipping Costs: Return shipping is free for all customers, regardless of the reason for return.
Return Process
- Contact Customer Service: Email our customer service team at support@xumenterprise.com with your order number and the reason for the return.
- Follow Return Instructions: We will provide you detailed instructions on how to proceed with your return, including a prepaid return label.
Frequently Asked Questions (FAQ)
Q: How do I return an item?
A: Contact us at support@xumenterprise.com with your order details, and we will provide return instructions on the items from your order.
Q: What items can I return?
A: Most new, unopened items can be returned within 60 days of delivery for a full refund.
Q: Who covers the return shipping costs?
A: XUM Enterprise covers the return shipping costs, even if the return is not due to an error on our part.
Q: When will I receive my refund?
A: You can expect to receive your refund within 48 hours of us receiving the item back. However, the total period for processing a refund includes:
- It will take 5 to 10 working days for us to receive the returned item from the delivery service.
- Please allow 3 to 5 working days to process the refund once we receive your item.
- After the refund is initiated, it may take 5 to 10 working days for the amount to be reflected in your bank account.
Q: What if I received a damaged or incorrect item?
A: If you receive a damaged or incorrect item, please contact us immediately. We will arrange a replacement or full refund and cover the return shipping costs.
Q: How are returns handled for high-value items?
A: For items valued over £80, we recommend using a priority return service for secure and prompt processing. XUM Enterprise can arrange a collection with DPD for these items. Please contact our customer support team at support@xumenterprise.com to set up a collection.
Q: What if I prefer not to use a non-priority return label for high-value items?
A: If you prefer not to use a non-priority Royal Mail return label for high-value items, please contact the customer support team at support@xumenterprise.com to request a tracked return or collection via DPD. This will ensure your return is prioritised and securely tracked.