Refund Policy

Refund Policy

At X10LUXURY, we stand behind the authenticity and exceptional quality of our luxury items. We want you to be completely satisfied with your purchase. To ensure a transparent and seamless shopping experience across West Africa, our refund guidelines are detailed below.

1. 30-Day Money-Back Guarantee

  • Eligibility Window: You have 30 days from the date of delivery to request a return or refund.

  • Condition of Items: To be eligible for a return, your item must be unused, unworn, in the same condition that you received it, and in its original packaging (including all designer boxes, watch tags, and dust bags).

  • Exclusions: Tailored/altered clothing or items marked as final sale are not eligible for refunds.

2. The Return Process

To initiate a return from either Ghana or Nigeria, please follow these steps:

  1. Contact our customer support team at admin@x10luxury.com with your order number and reason for return.

  2. Our team will provide you with the appropriate return shipping details for our main hub in Sakumono, Ghana.

  3. Securely package the item to prevent damage during transit.

3. Refunds & Logistics

  • Inspection: Once your return is received and inspected by our quality assurance team, we will send you an email notifying you of the approval or rejection of your refund.

  • Processing: Approved refunds will be processed automatically back to your original payment method (via Paystack) or through direct bank transfer within 5 to 7 business days.

  • Shipping & Customs Costs: Because our pieces undergo strict cross-border logistics between Ghana and Nigeria, original shipping fees, delivery charges, and international customs duties are non-refundable unless the return is due to an error on our part (e.g., wrong item or manufacturing defect).

4. Exchanges

We only replace items if they are defective, damaged upon arrival, or if the incorrect size was dispatched. If you need to exchange an item for the same piece in a different size, send an email to admin@x10luxury.com to confirm stock availability.

Questions?

For immediate assistance regarding a pending return, contact our legal and administrative team at admin@x10luxury.com or call our regional hotlines: +233 55 954 32 37 (GH) or +234 806 978 4125 (NG).