Refund policy

This policy covers every order at xovist.com. Seller: FOOTXO LLC, trading as XOVIST.

The short version

  • 14 days from delivery to ask for a return (30 days with Priority handling).
  • Email support@xovist.com with your order number, and wait for the return address before you post anything.
  • Changed your mind: you pay the return postage. No restocking fee.
  • Damaged, faulty or wrong item: it costs you nothing.
  • Refunds go to your original payment method.

1. How to return

Within 14 days of delivery (the date in the carrier's tracking; 30 days with Priority handling), email support@xovist.com or use our contact form with your order number, what you are returning, whether you want a refund or a replacement, and a photo if it arrived damaged, faulty or wrong. We reply within 24 hours, Monday to Friday (GMT+5), with the return address. Post the item within 14 days of our email, by a tracked service, and keep the receipt.

Do not send anything to the address printed on your parcel: it is a dispatch address and does not accept returns. Our return address may be in another country, so international postage can apply; you see the address before you post.

2. Condition

Testing the item is fine. Send back everything that came in the box. The item must work and have no new physical damage (for example cracked glass, a crushed casing or water damage). Delete your files from memory cards first; we can't send stored data back. For UK and EU cancellations under section 8, we do not refuse the return: if the item has been handled more than needed to check it, we may deduct the loss in value from the refund.

3. Return postage

  • Change of mind: you pay. No restocking fee.
  • Faulty or wrong item: we pay, with a prepaid label or by refunding your postage receipt.
  • Damaged on arrival: nothing needs to come back.

4. Refunds

We refund within 2 working days of the return reaching us (UK and EU cancellations: see section 8) and email you when it is done. Damaged or wrong items are refunded or replaced as soon as we have seen your photos. You get back what you paid, including any delivery charge, to your original payment method. Your bank may take 5–10 working days to show it.

5. Damaged, faulty or wrong items

  • Damaged on arrival: within 14 days of delivery, send a photo of the item and the box. We send a replacement or refund you; nothing needs to come back.
  • Faulty within 14 days of delivery: replacement or refund, and we cover any postage. After that, email us anyway and we will tell you honestly what we can do.
  • Wrong item: send a photo of it and the shipping label. We send the right item at our cost.

This policy does not affect your statutory rights under the consumer law of your country.

6. Lost parcels

If tracking hasn't moved for 12 days after dispatch (16 days for Japan, Switzerland, Norway, the United Arab Emirates, Luxembourg, Austria, Spain, the Czech Republic, Slovakia, Hungary, Slovenia, Estonia, Latvia and Lithuania; 21 days for Pakistan, Finland, Malta and Taiwan), or it shows delivered but nothing arrived, email us. Once the carrier confirms the parcel is lost, we send a replacement or refund you in full, your choice.

7. Bundles and cancelling before dispatch

Bundle prices apply to the whole bundle: return all of it for a full refund, or keep part and get back what you paid minus the regular single price of what you keep. You can cancel an order, or change its options or address, until it ships (usually within 1–3 working days) by emailing us; a cancelled order is refunded in full.

8. UK and EU: 14 days to cancel

If you live in the UK or the EU, you can cancel within 14 days of delivery without giving a reason. If your order comes in more than one parcel, the 14 days count from the last one. Tell us with our withdrawal form, by email, or with the model form on that page. Post the item back within 14 days of our email with the return address; you pay the return postage.

  • EU: we refund the price and the standard shipping you paid within 14 days of your cancellation message, but we may wait until we get the item back or you send proof that you posted it, whichever comes first.
  • UK: we refund the price and the standard shipping you paid within 14 days of getting the item back or proof that you posted it, whichever comes first.

Refunds go to your original payment method at no charge. Your statutory rights are not affected: the 2-year legal guarantee in the EU, and the Consumer Rights Act in the UK.

9. Priority handling

Priority handling is an optional US$4.99 extra shown in the cart. It starts unticked; tick it before you pay if you want it. It gives you 30 days to return instead of 14 (you still pay return postage on a change of mind), same-working-day order placement and email replies within 12 hours on working days. We refund the US$4.99 if we miss the same-day placement or the 12-hour reply, and with any full refund or cancellation.

10. Contact

FOOTXO LLC, trading as XOVIST, run from Lahore, Pakistan. Email support@xovist.com; we reply within 24 hours, Monday to Friday. There is no phone line.