At Xena Xcursions, we want you to be fully satisfied with your purchase. If your item arrives damaged, defective, or incorrect, we offer a straightforward return and refund process to make things right.
Eligibility for Returns You may request a return if:
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The item is damaged or defective upon delivery
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You received the wrong product
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The item is significantly different from its description
To be eligible for a return:
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You must notify us within 7 days of receiving the item
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The item must be unused and in its original packaging
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Proof of purchase (order confirmation) must be provided
How to Request a Return To initiate a return, please contact us at [email protected] with the subject line “Return Request.” Include:
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Your full name
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Order number
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Reason for return
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Photos of the item (if damaged or incorrect)
Our team will review your request and provide instructions for returning the item.
Refunds Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed via your preferred method ( mobile wallet or bank transfer) within 7–10 business days.
Non-Returnable Items We do not accept returns for:
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Items damaged due to misuse or negligence
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Items returned without prior approval
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Items returned after the 7-day window
Cash on Delivery Orders Since we only offer Cash on Delivery, refunds will not be issued in cash. Instead, we will arrange a digital refund through a secure method agreed upon during the return process.
International Returns Customers outside Pakistan are responsible for return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping service.
Contact Us For any questions or concerns regarding returns or refunds, please reach out to us at: [email protected]