Refund policy

Return Policy

At Xen Pharma, we strive to ensure your satisfaction with our Products. However, if you are not completely satisfied with your purchase, we are here to assist you with our hassle-free return policy.

Please review the following guidelines to initiate a return:

  1. Contact Information: To initiate a return, please reach out to our customer support team at info@xenpharma.co.za. Kindly provide your order details, including the order number and the reason for the return. Our dedicated team will guide you through the return process and address any queries you may have.
  2. Return Eligibility: In order to be eligible for a return, the following conditions must be met:
    1. The product must not be tampered with or altered in any way.
    2. The product should be in its original packaging and be in 100% resealable condition.
    3. Proof of purchase, such as the order confirmation or receipt, is required.
  3. Return Period: Products need to be returned within 60 days of the original purchase date to qualify for a refund or exchange. Please ensure that the return shipment is postmarked within this timeframe.
  4. Return Process: Once your return request is approved, you will receive detailed instructions on how to proceed. Please securely package the product to prevent any damage during transit. We recommend using a reliable shipping method that provides tracking information for your convenience and peace of mind.
  5. Refund or Exchange: Upon receiving the returned product and verifying its compliance with the return eligibility criteria, we will process your refund or exchange as per your preference. Refunds will be issued to the original payment method used during the purchase. Please allow a reasonable processing time for the refund to reflect in your account.
  6. Shipping Costs: Please note that shipping costs associated with the return of the product are the responsibility of the customer, unless the return is due to an error on our part or a defective product. In such cases, we will provide you with a prepaid return label or reimburse the shipping costs incurred.
  7. Damaged or Defective Products: If you receive a damaged or defective product, please contact us immediately with photographic evidence. We will arrange for a replacement to be sent to you without any additional charges. Alternatively, we can provide a full refund for the damaged or defective item.
  8. Customer Satisfaction: Your satisfaction is our top priority, and we are committed to providing excellent customer service. If you have any concerns or questions regarding our return policy, please do not hesitate to contact our customer support team. We will be happy to assist you and address any issues you may have.

Note: This return policy is applicable only to products purchased directly from Xen Pharma. If you have purchased our products from a third-party retailer, please refer to their respective return policy for assistance.

We appreciate your trust in Xen Pharma and hope that our products contribute to your well-being.