Cancellation

To be taken into consideration, any request to cancel an order must be made before dispatch of the goods. This cancellation must be notified directly to the Customer Care by e-mail to customer@xerjoffuniverse.com. 

 

Sample Orders
Sorry, but all sales of samples are final and we are unable to accept sample returns.

 

Product Orders
We hope you’ll be completely satisfied with your order. However, if for any reason you are not, we are happy to offer a refund, exchange or replacement. 

The returned items must be in their original, unopened, unused and undamaged packaging (including unopened cellophane wrap). Shipping costs must be paid by the customer. 

In order to get return authorization and approval, please email customer@xerjoffuniverse.com within 14 days after receiving the order. 

Please make sure you enclose the form called “WITHDRAWAL FORM” downloadable from the website at this link: DOWNLOAD

Once your return is authorized, our customer service team will provide a prepaid return label. Returns will only be accepted via this procedure as we cannot guarantee the safety of the bottles with anyone other than our approved couriers.

 

Damaged or Defective Products

On accepting the delivery, the Purchaser must verify that the package is intact, undamaged and without any sign of tampering.

If you receive a product which has been damaged during delivery or appears to be faulty, please report it within 2 (two) days of the delivery, by contacting the Customer care email address: customer@xerjoffuniverse.com. A complaint will be filed for damages, theft or other malpractice, in order to ascertain the courier's liabilities and verify the presence and entity of damages incurred during the delivery. Such damages should also be documented by a digital image attached to the email sent to the above-mentioned Customer care email address.

The returned item will be carefully examined in order to determine, at our reasonable discretion, whether a product claimed to be damaged or defective was actually damaged or defective when originally delivered to you. 

Please do not destroy or throw away any product, even if you suspect it to be faulty, before you have spoken to our Customer Care. Doing so may affect any refund or replacement that you may be entitled to.

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