Thank you for your feedback, and we're sorry to hear you feel this way.
We'd like to gently clarify a few points for transparency. No restocking fee has actually been charged to you at this stage. Our returns are handled through a proper RMA process, and any applicable fees are reviewed on a case-by-case basis; they are not automatically applied.
Where an item is returned to us unused and in its original, pristine condition, we are happy to offer a full refund. Our restocking fee policy also does not apply to faulty, damaged, or incorrectly supplied items, or to consumer returns made within the statutory cancellation period. It exists only to cover genuine handling and reprocessing costs on certain returns and is fully in line with UK consumer law.
To process any return, we simply ask that the customer respond to us so we can arrange the return of the equipment through our RMA process; we handle this side of things to make it as straightforward as possible. Unfortunately, despite our attempts to reach out to you, we haven't yet heard back.
We'd genuinely welcome the opportunity to help resolve this for you. Please contact our team at shop@xinixworld.co.uk or 020 8888 6888 and we'll be happy to guide you through the process and reach a fair outcome.
Kind regards,
The Xinix World Team
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