Refund Policy

If you are not satisfied with the product within 30 days, we will refund in full if the product is returned unused and in its original packaging. We ask you to pack the products carefully to prevent any damage during transport. We also advise you to request a shipping receipt at the parcel point to help track your return.

If products you receive are faulty, we will replace those products if they are returned to our warehouse within 30 days of purchase. Xillo Medics reserves the right to assess the condition and age of the returned goods prior to replacement or repair.

When you post a product to make a return, it can take up to 14 days of returning the item(s) to receive your refund as it can take up to 5 days for the bank to transfer the funds to you. Please allow between 5-10 working days for the funds to appear on your credit card, PayPal or bank statement.

If your order hasn’t been dispatched yet, we will process the refund within 3 working days but it may still take an additional 5 days for the bank to transfer the funds to your account.

If the faulty item is made by Opticlar or Heine please contact us for instructions about how to send your item for repair as we do not facilitate repairs at our main office.