Refund policy
XLIMIT Returns, Refunds & Customer Satisfaction Guarantee
Effective Date: 22 July 2026
At XLIMIT (Pty) Ltd, we are committed to providing premium products and
exceptional customer service. If you experience any issues with your purchase, we will
work with you to resolve them fairly and in accordance with applicable South African
consumer protection legislation.
1. Returns
If you wish to return a product, please contact us before sending the item back.
To be eligible for a return, the product must:
• Be returned within 7 calendar days of delivery for approved change-of-mind
requests.
• Be unused and in its original condition.
• Be returned, where reasonably possible, in its original, undamaged packaging.
• Include all original accessories, manuals and components.
• Be accompanied by proof of purchase or your order confirmation.
• Not show signs of misuse, abuse, negligence or accidental damage.
Returns requested outside these conditions may not qualify unless otherwise required by
applicable law.
2. Order Inspection on Delivery
Customers are encouraged to inspect their order immediately upon delivery.
Any visible damage, shortages, missing items or incorrect products should be reported as
soon as reasonably possible, preferably within 24 hours of delivery.
Prompt reporting helps us investigate and resolve issues quickly.
3. Damaged, Incorrect or Missing Products
If your order arrives:
• Damaged
• Incorrect• Incomplete
Please notify us within 24 hours of receiving your order.
Please email us with:
• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging
Once reviewed, we will arrange an appropriate solution, which may include a
replacement, repair or refund where applicable.
4. Defective Products
XLIMIT may request additional information, photographs or arrange collection of the
product where reasonably necessary to assess the reported defect before determining the
appropriate remedy.
If a product develops a manufacturing defect or is not of acceptable quality, please
contact us within 24 hours after discovering the defect.
Where applicable under South African consumer protection legislation, customers may
be entitled to a repair, replacement or refund.
XLIMIT reserves the right to inspect returned products before determining the
appropriate remedy.
5. Change of Mind
This voluntary change-of-mind policy is offered in addition to, and does not limit, any rights
that consumers may have under applicable South African law.
If you change your mind after receiving your order, we may accept a return provided that:
• The product is unused.
• It remains in its original, undamaged packaging.
• It is suitable for resale.
• It includes all supplied accessories and components.
Customers are responsible for the cost of returning products for approved change-of-
mind requests unless otherwise agreed by XLIMIT.
Original delivery charges are non-refundable.6. Products Not Eligible for Return
Unless required by applicable law, returns cannot be accepted for:
• Products damaged through misuse, negligence or accidental damage after
delivery.
• Products that have been altered, modified or repaired by an unauthorized person.
• Products returned without all original accessories or components.
• Opened hygiene or consumable products where return restrictions are legally
permitted.
• Gift cards or digital products (where applicable).
• Clearance or final sale items unless defective or otherwise required by law.
7. Product Inspection
XLIMIT will endeavour to complete product inspections within a reasonable period,
generally within five (5) business days after receiving the returned product, although
complex matters may require additional time.
All returned products will be inspected upon receipt.
XLIMIT reserves the right to decline a refund or exchange if the returned product does
not meet the requirements of this policy or shows evidence of misuse, abuse or damage
after delivery.
8. Refunds
Where an inspection is reasonably required, refunds will only be processed once the
inspection has been completed and the return has been approved.
Once your returned product has been inspected and approved, your refund will be
processed using the original payment method.
Please allow your payment provider sufficient time to process the refund. Depending on
your financial institution, refunds may take up to 14 business days to reflect in your
account.
9. Exchanges
Where stock is available, XLIMIT may offer an exchange instead of a refund.10. Return Shipping
If the return is due to:
• A defective product
• An incorrect product supplied by XLIMIT
• A verified shipping error
XLIMIT will arrange or cover the reasonable return shipping costs.
For approved change-of-mind returns, customers are generally responsible for return
shipping costs.
11. Responsibility After Delivery
Once a product has been successfully delivered to the delivery address provided by the
customer, the customer is responsible for taking reasonable care of the product.
XLIMIT is not responsible for damage caused by misuse, negligence, improper storage,
unauthorized modifications or accidental damage occurring after delivery.
12. Refused Deliveries
If a customer refuses delivery of an order without a valid reason, XLIMIT reserves the
right to deduct any reasonable shipping and handling costs incurred before processing
any eligible refund.
13. Fraudulent or Abusive Returns
XLIMIT reserves the right to investigate suspected fraudulent activity, including false
delivery claims, manipulated evidence, repeated abuse of the returns process or payment
chargeback abuse, and may decline claims where permitted by law.
XLIMIT reserves the right to refuse returns or refunds where there is reasonable evidence
of fraudulent activity, abuse of the returns process or false claims.
14. How to Request a Return
Products returned without prior authorisation from XLIMIT may be refused and returned to
the sender, unless otherwise required by applicable law.
To request a return, please contact our Customer Support Team before returning any
product.Please include:
• Full Name
• Order Number
• Contact Number
• Reason for Return
• Supporting photographs (where applicable)
Email: returns@xlimit.co.za
15. XLIMIT Product Inspection Promise
Every product shipped by XLIMIT is, where practical:
• Visually inspected before dispatch.
• Checked to ensure all accessories are included.
• Carefully packaged to protect it during transport.
• Packed in premium XLIMIT-branded packaging where applicable.
16. Consumer Rights
Nothing in this Returns, Refunds & Customer Satisfaction Guarantee limits or excludes
any rights that customers may have under applicable South African consumer protection
legislation.
17. Force Majeure
XLIMIT shall not be responsible for delays or failures in processing returns,
replacements or refunds where such delays are caused by events beyond our reasonable
control, including but not limited to natural disasters, strikes, transport disruptions, civil
unrest, pandemics or government restrictions.
18. Policy Updates
XLIMIT reserves the right to amend this Returns, Refunds & Customer Satisfaction
Guarantee from time to time. Any changes will become effective upon publication on our
website.
Customers are encouraged to review this policy periodically before making a purchase.⭐ XLIMIT Customer Promise
At XLIMIT, we believe premium products deserve premium service. We are committed
to treating every customer fairly, honestly and professionally. If something isn't right
with your order, we'll work with you to find a fair and reasonable solution. Your
satisfaction and confidence in our brand are at the heart of everything we do.
Purpose
This policy explains XLIMIT's approach to returns, refunds and exchanges and is intended
to align with South African consumer protection principles, including the Consumer
Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).
Our Commitment
XLIMIT is committed to supplying quality products and resolving customer concerns fairly
and professionally.
Change of Mind Returns
XLIMIT may accept change-of-mind returns within 7 calendar days of delivery where the
product is unused, in its original condition, complete with all accessories and packaging, and
suitable for resale. Return shipping is generally the customer's responsibility unless agreed
otherwise.
Damaged or Incorrect Products
Notify XLIMIT within 24 hours of delivery with your order number, photographs and a
description of the issue. Where appropriate, XLIMIT will repair, replace or refund.
Defective Products
Where a product is defective, unsafe or not of acceptable quality, customers may have
remedies under the CPA. XLIMIT may inspect the product before deciding on a repair,
replacement or refund.
Products Not Eligible
Unless required by law: misuse, accidental damage after delivery, unauthorised repairs or
modifications, and certain opened hygiene/consumable products.
Return Procedure
Contact XLIMIT Support before sending any product back. Include your name, order
number, contact details, reason for return and photos where applicable.
Refunds
Approved refunds will generally be processed back to the original payment method.Exchanges
Where stock is available, XLIMIT may offer an exchange instead of a refund.
Return Shipping
If the return results from an XLIMIT error or verified defect, XLIMIT will generally cover
reasonable return shipping costs. Otherwise, the customer is generally responsible.
XLIMIT Product Inspection Promise
Every product will, where practical, be visually inspected, checked for completeness and
packaged in XLIMIT branded packaging before dispatch.
Contact email: returns@xlimit.co.za
Website: https://www.xlimit.co.za