Refund policy

Returns, Refunds & Cancellations – Thecxlt

At Thecxlt, we aim to ensure all products meet a high standard of quality. This policy outlines your rights and our procedures in line with UK consumer law.

Returns (7-Day Policy)

You have 7 days from the date of delivery to request a return.

To be eligible for a return:

  • Items must be unused, uninstalled, and in the same condition as received
  • Items must be returned in their original packaging
  • Proof of purchase is required

To initiate a return, contact hello@thecxlt.co.uk. Returns must be authorised before being sent. We reserve the right to refuse returns that are sent without prior approval.

Non-Returnable Items

The following items are non-refundable and non-returnable, except where faulty or damaged on arrival:

  • Decals, sunstrips, and printed vinyl products
  • Custom-made or personalised items
  • Sale or discounted items
  • Gift cards

Due to the nature of printed and adhesive products, we cannot accept returns for items that have been applied, attempted to be applied, or removed from backing.

Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a replacement or refund if your item is faulty, not as described, or unfit for purpose.

You must notify us within 48 hours of delivery if:

  • The item is damaged in transit
  • The wrong item has been received
  • There is a manufacturing defect

Photographic evidence may be required to process your claim.

Exchanges

We do not offer direct exchanges. If you require a different item, you must:

  1. Request a return (if eligible)
  2. Place a new order separately

EU Customers – Right to Cancel

If your order is delivered within the European Union, you have the right to cancel your order within 14 days of receiving the goods under the Consumer Contracts Regulations.

However, this right does not apply to:

  • Custom or personalised products
  • Sealed goods that are not suitable for return once opened (including decals and adhesive products), unless faulty

Returned items must be unused and in original condition.

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be issued to the original payment method within 10 business days
  • Shipping costs are non-refundable unless the item is faulty or incorrect

We are not responsible for delays caused by banks or payment providers.

If more than 15 business days have passed since approval, please contact hello@thecxlt.co.uk.

Liability

Thecxlt is not responsible for:

  • Incorrect installation or application of products
  • Damage caused during fitting
  • Normal wear and tear after use

By purchasing, you agree to use all products as intended and at your own risk.