EXCHANGE & RETURN POLICY

Updated 20 August 2026

At XO CLOTHING, we want every customer to be satisfied with their purchase. If you are not satisfied with your item and would like to request an exchange, please carefully read and follow the terms and conditions below.

1. EXCHANGE REQUEST PERIOD

* Exchange requests must be made within 7 days of receiving your package.

* After 7 days, exchange requests will not be accepted under any circumstances, including personal reasons.

* This strict time period is maintained due to our product hygiene, cleanliness, quality- control, and handling standards.

* ⁠Please do not request an exchange after the 7-day period.

1. HOW TO REQUEST AN EXCHANGE

To request an exchange, please contact our Help Team during our official working days and working hours.

WhatsApp: 0777486568

Please note that WhatsApp replies may be delayed due to a high volume of messages. For urgent matters during working hours, you may call our official contact number.

When requesting an exchange, you must provide:

* The reason for the exchange.
* A clear photo of the original invoice.
* Clear photos of the item from the front and back.
* Clear photos showing the original tags.
* Clear photos of the original barcode and waybill, where applicable.

Your exchange request must be approved by our team before returning the item.

1. RETURNING THE ITEM TO XO CLOTHING

Once your exchange request is approved, our team will provide you with the return address.

After receiving the address:

* You must send the item to our location within 5 days.
* No additional time will be provided unless specifically approved by our team.
* The customer is responsible for arranging and paying the return delivery.
* You may use Speed Post, a courier service, or Flash Delivery.
* Speed Post is generally the more affordable option for customers.
* Our location is near Maharagama.

After sending the package, you must inform our team and provide proof of the return shipment, such as a receipt, tracking information, or a clear photo of the shipment details.

This allows us to properly track and identify your returned package.

1. RETURN PACKAGE INSPECTION

Once your package reaches our location, our team will inspect the item.

Please allow 1-2 working days for the inspection process.

The inspection may take additional time if our team is temporarily unavailable at the location. Customers will be informed if there is any such delay.

For an exchange to be approved, the returned item must:

* Be in its original condition.
* Be unused and unworn.
* Be clean and hygienic.
* Have the original tags attached.
* Have the original barcode where applicable.
* Have no stains, marks, damage, washing, perfume, makeup, odour, or any other signs of use.
* Be returned with all required original packaging/details where applicable.

If the item has been worn, used, washed, damaged, stained, or does not meet our hygiene and quality requirements, the exchange will be rejected.

In such cases, the item will be returned to the customer, and the customer must pay the applicable delivery cost.

1. EXCHANGE APPROVAL

Once our team has inspected the returned item and confirmed that it meets all exchange requirements, we will contact you through WhatsApp or another official communication channel to confirm that your exchange has been approved.

Only after the returned item has been successfully inspected and approved can you proceed with selecting your replacement item.

1. SELECTING YOUR EXCHANGE ITEM

After your exchange is approved, you may check the live stock availability on our official website and select another item.

The replacement item:

* Must be of the same value or higher value than the original item.
* Cannot be lower in value than the original item.
* If the replacement item has a higher value, the customer must pay the price difference.

Important: XO CLOTHING does not reserve or hold any item while waiting for an exchange package to arrive.

Your replacement item can only be selected after your returned item has been received, inspected, and approved.

Stock availability is subject to change at any time.

1. SHIPPING YOUR EXCHANGE ITEM

Once your replacement item has been confirmed, we will send the new package through our official delivery service.

The customer is responsible for the applicable delivery/shipping charge for the replacement package.

If you need to change your delivery address, you must inform us before the replacement package is dispatched.

1. EXCHANGE PROCESSING TIME

The complete exchange process normally takes approximately 4- 10 days, depending on the return delivery, inspection, stock availability, customer response, and delivery process.

Please understand that exchanges require several steps and cannot always be completed immediately.

1. NO ONE-WAY EXCHANGE

XO CLOTHING does not provide one-way exchanges.

The original item must be returned to us first and must pass our quality and hygiene inspection before the replacement item can be dispatched.

WRONG ITEM / WRONG SIZE / WRONG COLOUR / PRODUCT ISSUE

If XO CLOTHING sends you an incorrect item, incorrect size, incorrect colour, incorrect product, or an item with a confirmed product issue, please contact us as soon as possible during our official working days and working hours.

Step 1 – Contact Us

Call or message our official Help Team and clearly explain the issue.

Step 2 – Provide Proof

Please provide:

* A clear photo of the item received.
* Clear photos of the issue, where applicable.
* A photo of your original invoice.
* Any other information requested by our team.

Our team will review the issue and confirm whether it qualifies for an exchange.

Step 3 – Approved Exchange

If the issue is confirmed to be caused by XO CLOTHING, we will arrange the exchange and cover the applicable exchange-related costs from our side.

Step 4- Returning the Incorrect Item

When the replacement package is delivered, you must hand over the incorrect/defective item to the courier at the same time.

The returned package must be clearly marked:

“EXCHANGE AND RETURN”

This allows the courier and our team to identify the return correctly.

WEBSITE ORDERS – STOCK UNAVAILABILITY

If you have already placed an order through our website, but the selected item has become out of stock due to a technical issue, stock discrepancy, or an unexpected stock update, our team will contact you and provide the available options.

If the ordered item is confirmed to be unavailable, you may choose:

* Another available colour or size of the same product.
* Another available product of the same value.
* If no suitable replacement is available, you may request a refund for the out-of-stock product only.

Please note that refunds are available only when the ordered product is confirmed to be out of stock and no suitable replacement can be provided.

We sincerely appreciate your understanding, as stock availability can occasionally be affected by technical issues or unexpected stock changes.

If XO CLOTHING sent the wrong size, colour, or product and the originally requested replacement is no longer available, you may choose:

1. Another available colour or size of the same product.
2. Another available product of the same value.
3. A refund for the affected product only if the required replacement is completely out of stock.

Refunds in this situation are available only when the required replacement cannot be provided due to stock unavailability.

KOKO / MINT / PAYZY INSTALLMENT ORDERS

If you placed an order through KOKO, MINT, or PAYZY and a product becomes unavailable due to a stock issue, please contact our Help Team.

Depending on availability, you may choose:

* Another available colour.
* Another available size.
* Another available product of the same value.

If no suitable replacement is available and the affected product is completely out of stock, you may request a refund for that specific product only.

Refunds are not available simply because a customer changes their mind or for personal reasons.

REFUND POLICY

STRICT NO-REFUND POLICY

XO CLOTHING does not offer refunds for personal reasons, change of mind, incorrect selection, sizing preference, colour preference, or dissatisfaction after purchase.

Refunds are accepted only in the specific situation where a product is confirmed to be out of stock and no suitable replacement can be provided.

In such a situation, our team will contact the customer and provide the available options.

NO REFUNDS WILL BE PROVIDED FOR ANY OTHER REASON.

IMPORTANT NOTICE

By placing an order with XO CLOTHING, you acknowledge and agree to the terms and conditions of this Exchange & Return Policy.

Please carefully check your item upon receiving your package and contact our Help Team within the applicable time period if you require assistance.

XO CLOTHING reserves the right to reject any exchange that does not meet the conditions stated in this policy.

For the fastest and easiest ordering experience, please use our official website and check the latest product availability before placing your order.

SPECIAL NOTICE: SALE PROMOTIONAL ITEMS ARE NOT ELIGIBLE FOR EXCHANGE UNDER ANY CIRCUMSTANCES.