Refund policy

Quality Guaranteed!

We offer a 90day quality guarantee and will accept returns on any items which do not meet our quality standards, if you have any quality issues with your items please get in touch via email (info@x5cape.com) and we will be happy to assist with this. If the issue is found to be a quality issue (subject to our discretion, provided the item is cared for in the correct manner as stated in our care leaflet attached with all orders cover will be guaranteed including print & stitching if an item is found to not be cared for correctly, unfortunately, the item will not be covered by this policy) we will arrange for you to return the item to us, at this stage we will attempt to repair the item for you free of charge within the first 90 days only if we are unable to repair the item we will replace it. Between 90-365 days after purchase, we will still accept a return to repair an item which will incur a one-off cost of £10 plus postage, if the item can't be repaired we would then offer a 50% discount on a replacement. (the above terms also cover crash repair - see below)

Crash Cover

All of our products have a lifetime crash cover within the first 90 days a free-of-charge repair will be offered, if we cannot repair the item a replacement will be sent out, and outside of the 90-day period a repair will be offered at a one-off cost of £10 Plus postage to cover costs of materials etc if the item is unrepairable a 50% discount will be offered on a replacement item.

Returns
If you change your mind about your order our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Unfortunately, Custom products are not eligible for a return, please double check sizing and all custom details before placing the order as these cant be returned if mistakes are made at the order level, custom items are still covered by our 90-day quality guarantee and if they go faulty within the first 90days are eligible for return and replacement. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Custom items

Custom & tailor-made items are non-refundable unless faulty, tailor-made pants are subject to manufacture & can take between 8-10 weeks to process an order, once the order is placed the product is non-refundable within the first 8 weeks after the manufacturing process has been started if we cannot deliver the pants within 8 weeks of your order date and a refund is requested your refund will be processed within 14 days of the request if a refund is requested within the first 8 weeks since the order date and the manufacturing process has begun the order will be non-refundable (see terms & conditions & shipping policy for further info)

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@x5cape.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@x5cape.com and send your item to: Equonix Group Ltd, Suite 1-2 Bridge House, Harrow Rd, Bolton, BL1 4NH, United Kingdom.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: Equonix Group Ltd, Suite 1-2 Bridge House, Harrow Rd, Bolton, BL1 4NH, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.