Refund policy

XLR8 Labs (Pty) Ltd – Return and Refund Policy

Last Updated: July 04, 2025

Thank you for shopping with us at xlr8-labs.com. Our Return and Refund Policy is designed to ensure a fair, smooth, and transparent experience. Please review the guidelines below for eligibility, processes, and timelines for returns, refunds, and exchanges.

Scope and Contact Information

For questions regarding returns and refunds, please contact us through any of the methods below:

📧 Email: info@xlr8-labs.com
💻 Contact Form: xlr8-labs.com/pages/support

Policy Overview

  • Return Period: 14 days from delivery date
  • Refund Processing Time: 10 business days from receipt
  • Return Shipping Costs: Covered by the customer unless the product is defective or incorrect

Order Cancellations

  • You may cancel your order within two hours of purchase by contacting our customer support team.
  • If your order has already been shipped, please follow the steps outlined in our Return Instructions.

Return Conditions

We accept returns under the following conditions:

  • Return Window: Items must be returned within 14 days of delivery.
  • Item Condition: Items must be unused, in their original condition, with all tags attached and in the original packaging.
  • Proof of Purchase: A receipt or order number is required.
  • Exceptions: Certain items, including custom or personalized products and hygiene-related items (e.g., undergarments), are non-returnable unless unopened and unused.

Return Instructions

To initiate a return:

  1. Contact Customer Service: Email info@xlr8-labs.com with your order number, reason for return, and photos (if applicable).
  2. Receive Authorization: Our team will review your request and provide return authorization and instructions.
  3. Package Safely: Include all original packaging, tags, and the return authorization form.
  4. Ship with Tracking: Use a reliable service with tracking. Return costs are the customer’s responsibility unless the product is defective or incorrect.

Refund Policy

  • Approval: Once we receive and inspect your return, we’ll notify you of approval or denial within 7 business days.
  • Processing: Approved refunds will be issued to your original payment method within 10 business days.
  • Confirmation: You’ll receive an email once your refund has been processed.

Note: Your bank or card provider may require additional time to post the refund.

Exchange Policy

We offer exchanges under the following conditions:

  • Incorrect or Defective Items: Contact us within 14 days of delivery. We’ll cover the return shipping and send you a replacement at no cost.
  • Incorrect Size Ordered: Please follow the standard return process and place a new order for the correct size.

Exceptions and Special Cases

  • Defective or Damaged Items: Contact us within 48 hours of delivery. We will arrange a no-cost return and issue a replacement or full refund.
  • Incorrect Product Shipped: Contact us immediately. We’ll cover return costs and ship the correct item promptly.
  • Lost Packages: If your package has not arrived within the expected timeframe, reach out to us so we can investigate with the carrier.

Processing Times

  • Return Window: Must be initiated and shipped back within 14 days of receipt.
  • Inspection: Conducted within 7 business days of receiving your return.
  • Refund Issuance: Processed within 10 business days after inspection.

Contact Information

If you have any questions or require assistance with returns, refunds, or exchanges, please contact us:

📧 Email: info@xlr8-labs.com
💻 Contact Form: xlr8-labs.com/pages/support