Frequently Asked Questions (FAQs)

    Q. I received a defective item, can I get a refund?

    In case the item you received is defective, you could return an item in the same condition as you received it with the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective (as per XTouch Service Policy we will process the refund along with any shipping fees incurred.

    Q. I received a wrong item, how can I return it?

    In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the refund along with free 7 day returns.

    Q. When are ‘Returns’ not possible?

    There are a certain scenarios (below examples; but not limited to) where it is difficult for us to support returns:

    • Return request is made after 7 days from delivery.
    • Product is not in the same condition as you received it.
    • Products with tampered or missing serial numbers.
    • Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories.
    Q. How long does it take the courier to collect the returned items?

    Typically, Courier representative will contact you within 3-5 days from the day you requested a return.

    Q. I paid through Cash on Delivery, how will I receive a refund for my item?

    If you have paid through Cash on Delivery (COD), the money would be remitted to your UAE bank account or a bearer cheque against self attested copy of Emirates ID and If you have paid through electronic means (Credit or Debit card), the paid amount will be refunded to your card.