Return & Refund Policy

At XCO Group, we are committed to delivering high-quality custom branded products, digital services, and web hosting solutions that meet your business needs. We understand that sometimes things may not go as planned, and this policy outlines how we handle returns, refunds, and exchanges. Please read carefully to understand your rights and obligations regarding any purchases or services provided by XCO Group.

Digital Services (Web Development, Video Editing, Social Media, and Design)
Our digital services, including web development, video editing, social media marketing, and brand design, are tailored to each client’s specifications. As these services are intangible and customized, they are non-refundable once work has begun. However, we strive for client satisfaction and encourage open communication during project development to address any concerns or changes promptly. Should you experience any issues with the services provided, we are happy to work with you to find a resolution.

1. Custom Branded Products
   Due to the personalized nature of our custom branded products, we are unable to accept returns or issue refunds unless the product is defective or there has been an error on our part (e.g., incorrect branding or damaged items). In such cases, customers must notify us within 7 days of receiving the order, providing clear photographic evidence of the defect or error. We will assess the claim and, if approved, arrange for a replacement or refund. Please note that custom products cannot be resold, and therefore, all sales are final unless a manufacturing fault is proven.
2. Unbranded Products
   For unbranded products, we accept returns within 14 days of receipt, provided the items are in their original condition and packaging. To initiate a return, customers must contact us at support@xcogroup.co.za with the order details. Once the return is approved, customers are responsible for the return shipping costs, and a refund will be processed upon receipt and inspection of the returned items. Please allow up to 10 working days for the refund to reflect in your account.
3. Digital Services (Web Development, Video Editing, Social Media, and Design)
   Our digital services, including web development, video editing, social media marketing, and brand design, are tailored to each client’s specifications. As these services are intangible and customized, they are non-refundable once work has begun. However, we strive for client satisfaction and encourage open communication during project development to address any concerns or changes promptly. Should you experience any issues with the services provided, we are happy to work with you to find a resolution.
4. Web Hosting Services
   Our web hosting services are offered on a subscription basis. Customers may cancel their web hosting plan at any time, but refunds will only be provided for cancellations made within the first 14 days of service. After this period, the remaining subscription period will be non-refundable. In the event of any technical issues caused by our hosting platform that cannot be resolved, customers may request a pro-rata refund for the remaining unused portion of their subscription. Please note that domain name registrations, SSL certificates, and other related services are non-refundable.
5. Software and Online Marketing Tools
   XCO Group provides unique marketing software such as our “Gift Plus” promotional games, which include spin-the-wheel and scratch card functionalities for corporate marketing campaigns. Due to the custom nature of these tools, once development or configuration has commenced, refunds are not possible. We are committed to ensuring the software meets your requirements, and any issues or bugs reported will be handled promptly to ensure smooth operation of the software for your promotional needs.

For further assistance regarding returns, refunds, or service issues, please contact our support team at support@xcogroup.co.za. We value your business and aim to resolve any concerns efficiently.