Refund policy

This policy explains how cancellations, returns and refunds work for orders placed with Pound Xtend.

Order cancellations

You can cancel your order free of charge until a tracking number has been added to it. Once your order has a tracking number, it cannot be cancelled. You can still return it under this policy after it arrives. To cancel, email us with your order number as soon as possible.

14-day return window

You can request a return within 14 days of receiving your order. Requests made after 14 days cannot be accepted.

Return condition

To be accepted for a refund, returned items must be:

Unused and undamaged
In their original packaging, with all packaging, accessories and tags included

Items that have been used, or are missing packaging or tags, cannot be refunded. For hygiene reasons, opened personal-care items (such as skincare, teeth whitening products and underwear) cannot be returned unless they are faulty.

How to request a return

Email us at poundxtend@gmail.com with your order number and the item(s) you want to return. We will reply with return instructions and the return address for your order. Please do not send items back without contacting us first.

Return postage

Return postage is paid by the customer, unless the item arrived faulty, damaged or incorrect.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or incorrect, email us within 14 days of delivery with your order number and a photo of the problem. We will send a replacement or a full refund, including postage.

Refunds

Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 5–7 business days.