Delivery & Returns Policy
Effective Date: 1 August 2026
This Delivery & Returns Policy forms part of the Terms and Conditions governing the use of XanderTrade and all purchases made through our platform.
1. Delivery Area
XanderTrade currently delivers to addresses within the United Kingdom only.
2. Delivery Process
Products purchased through XanderTrade are supplied by independent vendors located in Nigeria.
Following receipt of an order:
- Vendors prepare the purchased products.
- Products are delivered to XanderTrade’s Nigerian collection centre.
- Products undergo quality inspection.
- Orders are consolidated where practicable.
- Products are exported to the United Kingdom.
- Final delivery is arranged to the customer’s nominated delivery address.
3. Delivery Times
Estimated delivery is between 8 and 15 business days from the date the order is placed.
Delivery estimates are not guaranteed and may be affected by customs procedures, transportation delays, operational issues, or circumstances beyond XanderTrade’s reasonable control.
4. Consolidated Deliveries
Where an order contains products from multiple vendors, XanderTrade will endeavour to dispatch all items in a single shipment.
Where delays occur with one or more vendors, XanderTrade reserves the right to dispatch available items separately.
5. Delivery Charges
Shipping fees are calculated using a flat-rate pricing structure based upon the total weight of the customer’s order.
Applicable shipping charges are displayed during checkout.
6. Tracking Information
Tracking details shall be provided once the shipment has arrived in the United Kingdom and is ready for final-mile delivery.
7. Missed Deliveries
Where delivery is unsuccessful, the appointed courier may attempt further deliveries in accordance with its operating procedures.
8. Customer Responsibility
Customers are responsible for ensuring that all delivery information supplied at checkout is complete and accurate.
Any costs arising from incorrect or incomplete delivery information, including redelivery charges, shall be borne by the customer.
9. Customs
XanderTrade is responsible for customs clearance and import charges relating to customer orders.
Customers will not be required to pay additional import duties upon delivery.
10. Returns
Returns are accepted only where products are determined by XanderTrade to be severely defective.
No return shall be accepted solely because a customer changes their mind or where the defect is minor and does not materially affect the product’s intended use.
11. Notification of Defects
Customers must notify XanderTrade within 24 hours of confirmed delivery.
Any claim submitted after this period may be rejected.
12. Evidence Required
Customers must provide:
- Order number.
- Photographs of the product.
- Photographs of the packaging.
- A detailed description of the alleged defect.
XanderTrade reserves the right to request additional evidence where necessary.
13. Non-Returnable Goods
Except where severely defective, returns will not be accepted for:
- Food products
- Perishable goods
- Frozen products
- Personal care products
- Cosmetics
- Opened items
- Used products
- Products damaged through misuse
14. Return Shipping
Where a return is approved due to a verified defect, XanderTrade will generally bear the reasonable cost of return shipping.
XanderTrade reserves the right to determine responsibility for return shipping based upon the circumstances of each individual claim.
15. Refunds
Approved refunds will ordinarily be processed within fourteen (14) days following receipt and inspection of the returned goods.
Where applicable, refunds for registered customers shall be credited to the customer’s XanderTrade Wallet.
16. Quality Assurance
All products are subject to inspection at XanderTrade’s Nigerian collection centre prior to export as part of our quality assurance procedures.
17. Contact
Customers requiring assistance regarding delivery or returns should contact XanderTrade Customer Support promptly after becoming aware of any issue.
