Refund Policy

Return & Refund Policy for Xcliff
Thank you for choosing Xcliff! We are committed to ensuring a seamless and satisfying shopping experience. Please review our Return & Refund Policy to understand how we handle returns, refunds, and exchanges.  
General Return Policy  
- Returns are accepted for eligible items, and free return shipping is provided for defective or damaged items.  
- Customers must notify us of their intent to return or exchange items within 7 days of receiving their order.  
- Items must be returned to us within 14 days of delivery.  
How to Initiate a Return or Exchange  
To start a return or exchange:  
1. Contact Us: Email info@xcliff.com with your order number and reason for the return.  
2. Pre-Approval Required: All returns or exchanges must be pre-approved by our Customer Service team. Items sent back without approval will not be accepted.  
3. Follow Instructions: Once approved, you will receive detailed instructions for completing your return or exchange.  
Eligibility Criteria  
To qualify for a return or exchange:  
- Items must be unused, unworn, unwashed, and in their original packaging with all tags intact.  
- Returns are not accepted for:  
- Custom-size rugs.  
- Rugs provided as replacements or alternative selections after the first return.  
Order Cancellation  
1. Orders canceled within 24 hours of purchase (and before shipment) are eligible for a full refund.  
2. Once an order is shipped, cancellation is no longer possible. You may initiate a return after receiving the item.  
3. Refunds for canceled orders are processed within 5-10 business days. If you do not receive your refund within this timeframe, contact us at info@xcliff.com.  
Return/Exchange Process  
1. Notification Period: Notify our team within 7 days of receipt of your order.  
2. Shipping Fees:  
   - Free Returns: Applicable only for defective or damaged items.  
   - Customer-Paid Returns: If returning for reasons other than defects or damages, customers are responsible for return shipping costs.  
3. Processing Time: Rugs weighing over 30 kg may require extended processing times as they await redirection.  
Refund Policy  
- Refunds are issued to your original payment method once the returned item is received and inspected.  
- Orders paid through PayPal will incur a 10% non-refundable fee if a refund is requested.  
- Refunds are typically processed within 5-10 business days. If your refund is delayed, contact us at info@xcliff.com.  
Additional Terms  
- Items not meeting the return eligibility criteria (e.g., damaged, incomplete packaging) will not be refunded, and the customer will bear all associated costs.  
- We recommend retaining proof of shipment for all returned items.  
 Damages or Issues  
Please inspect your order upon delivery. If an item is defective, damaged, or incorrect:  
- Contact us immediately at info@xcliff.com, and we will resolve the issue promptly.  

For further inquiries or assistance, please reach out to us at:  
- Email: info@xcliff.com  
- USA Phone: 916 380 0380
- Australia Phone: 0423 293 080
- Thank You for Shopping with Xcliff!