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Returns & Refunds

Incorrect goods supplied by us to you

We will use our best endeavors to supply you with the product you have ordered from us. On occasion however, we may accidentally supply you with an incorrect product that you have not ordered. If this occurs, we will supply you with the correct product ordered by you once the incorrect product has been returned to us in accordance with the returns guidelines set out below. If the product you have ordered is no longer available, please refer to the section refunds and credit notes (see below).

Warranty on Faulty products

Our company takes pride in offering to our customers products that are quality products. We will use our best endeavors to supply you with the product you have ordered from us in good condition. On occasion however, goods that are sealed within cartons are faulty as a result of manufacturing defect from our supplier. If this occurs, you will need to contact us immediately by email at sales@xlw.com.au or by phone 02 4367 2999. We will supply you with a replacement product ordered by you once the faulty product has been returned to us in accordance with the returns guidelines set out below. If the product you have ordered is no longer available, please refer to the section refunds and credit notes (see below).

Returns

We respect your choice to shop with us and if for any reason the product is faulty, you can do so within 7 days from purchase date (A 15% restocking fee maybe charged for these returns), and as long as the product is in its original condition (including packaging and not unwound in the case of coils of lights) and returned to our warehouse (within 7 days of an official return authorisation number being provided to you) the product will either be replaced, your money refunded or a credit note will be issued. The cost of freight for the returned product will be your responsibility and we will pay for the freight to return it back to you. 

We will only accept returns that have been authorised by our company in advance and are accompanied by your original transaction receipt.

In the event of wrong product supplied by us to you, product damaged in transit to you, you must contact us sales@xlw.com.au within 48 hours of your delivery time that you wish to return a product you have purchased.

In the event of faulty products you must contact us sales@xlw.com.au within 7 days of your delivery date. It is essential that as soon as you become aware that a product is faulty that you cease using it immediately and contact us.
In the event of a product being damaged in transit to you, you must contact us sales@xlw.com.au within 48 hours of your delivery date that you wish to return a product you have purchased.
The authorisation required for a return will be a valid authorisation number. This number can be obtained by contacting us on sales@xlw.com.au by e-mail. When you contact us, we will provide you with the official authorisation number and the appropriate delivery return address. The cost of the freight associated with the return will be your responsibility. We will not accept any returns to any delivery address other than the delivery address specified by us. This will be advised when you contact us. 

It is essential that all goods returned to us as an authorised return are in exactly the same brand new condition that they were sent to you. This includes the original packaging of the product and not unwound in the case of coils of lights. We can not accept underwear/undergarments back that has been opened in anyway.

A Special Note on Net Lights due to the fragile nature of net lights when put up on trees etc we will not accept net lights back for return if they are damaged or are not working once removed from the original packaging, You must be careful unwrapping and mounting Net Lights we recommend 2 people undertake mounting the net lights due to their size. Net lights like all our lights are fully tested prior to delivery and are functioning when they leave our premises.

Refunds and Credit Notes

In the event of a faulty product, you will need to return the product according to the guidelines set out above (see returns) before a refund or credit note can be issued.
In the event of incorrect goods supplied by us to you and goods are returned in accordance with the returns guidelines set out above and the correct goods that you ordered are no longer available, we will issue you with a credit note or refund.
In the event of products damaged in transit to you and goods are returned in accordance with the returns guidelines set out above and replacement goods that you ordered are no longer available, we will issue you with a credit note or refund.
In the event of products being lost in transit and we have received official confirmation from the courier company concerned that the goods have been lost in transit to you and replacement goods that you ordered are no longer available, we will issue you with a credit note or refund.
In the event of products not being available for supply to you after your order has been placed with us we will issue you with a credit note or refund for either part of the order or for the entire order (see above).
All refunds will be made by the original method that you paid for the product on the original transaction and will be paid via credit car or paypal reversal of that transaction.