Refund and Returns Policy

At Xcel UK, we strive to provide reliable and efficient delivery services while maintaining clear and fair returns policies. Please read the following carefully to understand our terms.

Delivery Information

We offer fast and dependable delivery through trusted courier services, including Royal Mail, DPD, and other third-party providers when necessary. Delivery times and costs depend on your location and the size of your order.

Key Information:

• Delivery Methods:
  • Royal Mail: Ideal for smaller, lightweight items.
  • DPD: Reliable for larger or time-sensitive deliveries.
  • Third-Party Couriers: Used as needed to ensure timely and efficient delivery.
• Delivery Times:
  • Orders are typically dispatched within [insert number of days] business days. Delivery times may vary based on your location and courier service availability.
• Shipping Costs:
  • Exact costs will be calculated at checkout based on your order size and destination.
• Tracking Information:
  • Where applicable, you’ll receive tracking details via email once your order is dispatched.

We aim to deliver your order promptly; however, unforeseen delays due to courier service issues or external factors may occur. We appreciate your understanding.

Returns Policy

At Xcel UK, we take great care in ensuring our products meet your expectations. However, please note the following returns terms:

General Returns:

• Eligibility:
  • We only accept returns for plain, non-personalized items in their original condition and packaging.
  • Items must be returned within 14 days of delivery.
• Non-Returnable Items:
  • Personalized Garments:
    We do not accept returns for personalized garments if the supplied logo or image was of poor quality and the issue relates to the design provided.
  • All Supplied Goods:
    Goods supplied are at your own risk and are non-returnable.

Damaged or Faulty Items:

If an item arrives damaged or faulty, please contact us within 48 hours of delivery with photographic evidence. We will assess the issue and offer a suitable resolution, such as a replacement or refund.

How to Return Items

1. Contact Us First:
   • Email sales@xceluk.com or call 01440 712290 with your order details and reason for return.
2. Prepare Your Return:
   • Ensure items are securely packaged to avoid damage during transit.
3. Send Your Return:
   • Return the items to the following address:
     Xcel UK
     Units 2-3, 5 Homefield Road, Haverhill, Suffolk, CB9 8QP
4. Refund Process:
   • Approved refunds will be processed within 14 days of receiving the returned items.

Important Notes

Customers are responsible for return shipping costs unless the item is faulty or incorrectly supplied.

We reserve the right to refuse returns that do not comply with this policy.

Personalized garments are non-refundable unless the issue is due to an error on our part.