Refunds & returns policy

If you have had a problem with any of the X-Sauce brand products, purchased at the X-Sauce.com/shop/en online store, you must notify it by contacting us at the following email address. Your request will be answered as soon as possible. Once your request is answered by our customer service, it will be determined if the value of the product is returned or exchanged for a similar one. If you have agreed to return, you must return the requested product by mail, including a written explanation of the return behind the order invoice.

For X-Sauce it is important to know our customer opinions in order to continue improving our products and services.

Conditions to process a return:

It must be within 30 days since the order was placed.

Any product you return must be in the same condition you received it and in the original packaging.

It must contain the original unopened packaging.

It is the responsibility of the customer to proceed with the return ensuring that the product is returned safely, both in the packaging and choosing a registered transport company. You must ensure that the transport company covers the value of the X-Sauce order. Shipping costs of your return will not be refundable. If the item is returned due to an X-Sauce error and this fact has been discussed with our X-Sauce customer service, shipping amount will be refunded.

It may take up to 7 business days for your package to arrive depending on the courier service used. Once your package is received at our facilities, our customer service team will inspect and process your return within the next 5 business days. Any refund may take up to 5 days after the return order has been issued to your bank account.

You will receive an email notification when refund is made.

(EXCHANGE POLICY) CONDITIONS TO PROCESS A EXCHANGE

You can exchange an item if it is not suitable, but you must meet the following conditions:

Exchanging process must be within 30 days of margin since the order was placed.

The article or articles must be unused and in the same conditions in which you received it.

It must contain the original unopened packaging.

It is the responsibility of the customer to proceed with the return ensuring that the product is returned safely, both in the packaging and choosing a registered transport company. You must ensure that the transport company covers the value of the X-Sauce order.

The cost of sending the return will be paid by the customer and he will assume his risk. The customer has a legal obligation to take care of the products while they are in their possession. The return shipping costs are not refundable. If the product is returned due to an X-Sauce error and this has been processed with our X-Sauce customer service, shipping costs will be refunded.

It may take up to 7 business days for your package to arrive depending on the courier service used. Once we receive your package at our facilities, the customer service team will inspect and process your return within the next 5 business days. Any refund may take up to 5 days after the return order has been issued to your bank account.

You will receive an email telling you when your return has been made.

CUSTOM DUTIES AND IMPORT VAT

When international shipments are made, these shipments may be subject to import taxes, customs duties or additional taxes from the country of destination. Additional charges will be paid once product are arrived at the final destination.

Clients are responsible for compliance with the laws of the country of destination. X-Sauce will have no responsibility for additional charges that may apply in the country of destination.

You should know that some countries may require additional documentation before submitting articles. If the customer does not provide this information, this may cause delays in the order.