You have up to 30 days from the date of receiving your goods to apply for a refund. The detailed rules are as follows:
(a) Product Quality Issue: If the items you receive have quality problems, including issues with the hardware, software, or adapters, we will provide a full refund.
(b) Wrong Item Sent: If we send you the wrong item, it is our responsibility to refund the full item value and cover any additional fees. After returning the item to us, please provide the tracking number so we can process your refund.
(c) Item Out of Stock: In cases where a product you ordered is out of stock, we will email you to offer options. You can choose to exchange it for another product, wait for its availability, or receive a full refund. If you ordered multiple items and one is unavailable, we will fulfill the available products and refund the cost of the unavailable item.
(d) Item Not Received: If you do not receive the parcel you purchased from us due to it being lost in transit for reasons related to the post office, we will issue a full refund or provide a replacement. We usually provide timely tracking numbers and links. If you haven't received the item after a long time, please contact us so we can investigate with the couriers. If the product is lost during transportation, we will arrange a replacement and cover the shipping costs, or issue a full refund if you no longer require the item.
(a) Wrong Shipping Address Causing Item Loss or Return: If the customer provides an invalid or incorrect shipping address or contact information, leading to the carrier's failure to deliver the parcel or delivery to the wrong address, a refund cannot be issued. If the parcel is returned to us, we can offer a partial refund after deducting the shipping cost.
(b) Customer Refusal to Pay Customs Duty Resulting in Return/Destruction: It is the buyer's responsibility to pay for custom tax when purchasing goods from other countries. We will contact you and confirm this matter before shipment. If you agree to pay the import fee and the parcel has been shipped but you later refuse to pay the import duty and decline to pick up the parcel, it will result in a return or destruction. In such cases, we will not refund the shipping cost or the money for the product.
If you have any problem,please contact us at sales@XhorseShop.us