X Memorabilia Refund and Dispute Policy

At X Memorabilia, we are committed to ensuring a smooth and transparent experience for our customers. This Refund and Dispute Policy outlines the steps for requesting refunds and resolving disputes effectively.

1. Refund Eligibility

  • Timeframe: Refund requests must be made within 30 days of receiving your order.
  • Condition: Refunds are only applicable for items that are:
    • Returned in their original condition, unused, and with all tags, packaging, and documentation intact.
    • Faulty, damaged, or significantly different from their description.
  • Non-Refundable Items:
    • Personalised or customised items.
    • Digital downloads or e-gift cards.
    • Items marked as "Final Sale."

2. Refund Process

  1. Request a Refund: Contact our Customer Service team at [email protected] with your order number and details of the item(s) in question.
    Please include photographs if the item is faulty, damaged, or incorrect.
  2. Assessment: Once we receive your refund request, our team will review the case and notify you of the outcome within 5 working days.
  3. Return the Item: If approved, you will be provided with a Return Authorisation Number (RA#) and instructions for returning the item.
  4. Receive Your Refund: After the item is received and inspected, we will process your refund to the original payment method within 7 working days. Please allow up to 5–10 working days for your bank or payment provider to complete the transaction.

3. Dispute Resolution

If you are unhappy with the outcome of your refund request or have any other disputes regarding your purchase, we are here to help resolve them. Please follow the steps below:

  1. Contact Us: Email our Customer Service team at [email protected] with the subject line "Dispute Resolution" and provide your order number, details of the dispute, and any relevant supporting evidence (e.g., photographs or correspondence).
  2. Internal Review: Our team will conduct a thorough review and respond with a resolution within 7 working days.
  3. Escalation: If you are not satisfied with the resolution provided, you may choose to escalate the matter to an independent third-party mediation service or your payment provider.

4. Refund and Dispute Exclusions

  • Refunds or disputes due to delays caused by postal services or customs clearance will not be considered unless the delay exceeds 30 days from the estimated delivery date.
  • Items that have been used, altered, or damaged by the customer are not eligible for refunds or dispute resolution.

5. Contact Information

For any questions regarding refunds or disputes, please contact our Customer Service team at [email protected]. We are here to assist you and ensure your experience with X Memorabilia is satisfactory.

Thank you for choosing X Memorabilia. We value your trust and are committed to providing fair and transparent solutions for all our customers.