Effective Date: October 2023 | Last Updated: October 2023
Document Reference: XAMAX-RET-2023-10

Our Commitment to Fairness: At XAMAX, we stand behind the quality and performance of our workwear and safety solutions, from Arc Flash & Flame Resistant Clothing to durable Bib & Brace Overalls. We understand that getting the right fit and specification is crucial for safety and productivity. This policy is designed to be as straightforward and reliable as the gear we supply, ensuring a transparent and efficient returns process for our global professional clientele.

1. Returns & Exchanges Eligibility

You may return or exchange most items purchased from xamax-uk.com within 15 days of the date you received the shipment, provided the conditions below are met.

Items Must Be:

  • In original, saleable condition – unworn, unwashed, and free of damage, marks, or alterations.
  • In the original packaging with all tags, labels, and safety certifications intact.
  • Accompanied by the original packing slip or order confirmation.

2. Non-Returnable Items & Safety-Critical Gear

Important Notice on Safety & Hygiene: To uphold the highest safety and hygiene standards, the following items are FINAL SALE and cannot be returned or exchanged unless they arrive defective or damaged:

Balaclavas Hoods & Tubes Arm Bands & ID Holders Beauty & Spa Tunics

Reasoning: These products fall into categories where hygiene is paramount (personal wear items like balaclavas and tunics) or where tampering could compromise safety integrity (ID holders). This policy mirrors our commitment to the professional standards expected by safety officers and industrial teams.

3. Step-by-Step Return or Exchange Process

Follow this clear, professional process to initiate your return or exchange.

Step Action Details & Timeline
1. Notification Contact our customer service team within the 15-day window. Email [email protected] with your order number and details. Use the template provided below for efficiency.
2. Authorisation Receive a Return Merchandise Authorisation (RMA) number. We will respond within 1-2 business days with an RMA number and return instructions. Returns without an RMA will not be accepted.
3. Shipment Securely pack and ship the item(s) back to us. Use a trackable courier service (e.g., DHL, FedEx). You are responsible for return shipping costs unless the item is faulty. Ship to the address provided in your RMA instructions.
4. Processing We inspect the returned item(s). Inspection occurs within 3-5 business days of receipt at our warehouse. We will notify you via email once the inspection is complete.

4. Refunds & Exchanges

Refunds:

  • Timing: Once your return is approved, your refund will be processed, and a credit will be automatically applied to your original method of payment within 7-10 business days.
  • Amount: You will be refunded the purchase price of the item(s). Original shipping fees are non-refundable. For exchanges, we will not charge additional shipping for the replacement item.
  • Method: Refunds are issued via the original payment method (Visa, MasterCard, JCB, or PayPal).

Exchanges:

We will ship the requested replacement item (subject to availability) as soon as the return is approved, using your preferred shipping method. If the desired item is out of stock, we will process a refund or contact you for an alternative.

5. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item (e.g., wrong size of ¾ Sleeved T-Shirts or a faulty Backpack), please contact us immediately at [email protected]. We will cover all return shipping costs and expedite a replacement or refund.

6. Return Request Email Template

To ensure we have all necessary information, please use the following template when contacting us.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear XAMAX Customer Service, I would like to request a return/exchange for an item from my recent order. Order Number: [Please insert] Name: [Your Full Name] Email: [Your Email Address] Phone: [Your Phone Number – Optional] Item(s) for Return/Exchange: – Product Name: [e.g., Baffle & Padded Jacket, Size L] – SKU/Item Code: [If available] – Reason for Return: [e.g., Incorrect Size, Change of Mind, Defective – please describe] Requested Action: [ ] Refund [ ] Exchange for [Specify Product/Size] I confirm the item is in its original, unused condition with all tags and packaging. Please provide the RMA number and return instructions. Best regards, [Your Name]

7. International Returns

As we serve a global clientele (excluding some remote regions), please note:

  • You are responsible for any return shipping costs and customs duties.
  • Mark the package as “Returned Goods” to avoid import taxes on our end. We cannot refund original customs duties you may have paid.
  • Refunds for international orders will be issued in GBP (British Pounds). Your bank may apply a conversion fee.

Contact Us for Returns & Exquiries

Our Perth-based team, experienced in assisting safety managers and industrial professionals worldwide, is here to help.

Email: [email protected]
Post: Returns Department, XAMAX, 40 Edinburgh Rd, Perth, GB PH4L 6IH
Processing Time: We aim to respond to all enquiries within 1-2 business days.

© 2023 XAMAX. All rights reserved. Equipping Professionals Worldwide.