Refund policy

Return Period

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Return Eligibility

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to Initiate a Return

To start a return, you can contact us at info@xingzers.com. To ensure your return is processed accurately and promptly, we will provide you with the correct return address after verifying your order details.

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@xingzers.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. Please contact us at info@xingzers.com with photos and videos clearly showing the issue. Our team will review the evidence and work with you to determine the appropriate resolution. If the quality issue can be confirmed through the provided photos and videos, a refund will be arranged without requiring the item to be returned. If a return is required, the refund will only be processed after the returned item has been received and the quality issue has been confirmed.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

We do not offer exchanges. If you need a replacement, please place a new order.

European Union 14 Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving your order, for any reason and without a justification. Your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To exercise this right, please contact us first before sending any return. The cost of return shipping, including any customs duties, import taxes, and any other fees incurred during the return process, are the sole responsibility of the buyer. Refunds will be issued for the product price only, once the returned item has been received and inspected in its original condition.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at info@xingzers.com.

Payment Processing Fees

Please note that payment processing fees (approximately 6.3% of the order total, plus a HKD 2.35 refund handling fee) are non-refundable once an order has been placed and payment processed. These fees cover charges by both Shopify and our payment processor and cannot be recovered in the event of order cancellation or refund. We strongly recommend confirming all order details, including shipping costs, before completing your purchase.

Duties and Shipping Refund Policy

Please note the following important information regarding refunds for international orders:

  • Duties and Import Taxes: All duties and import taxes paid at checkout are NON-REFUNDABLE. These fees are paid to customs authorities and cannot be recovered once your order has been processed.
  • Shipping Fees: Once your order has been shipped, the original shipping fees are NON-REFUNDABLE, even if you return the product.
  • Refundable Amount: For approved returns, we will refund only the product price. Duties, taxes, and shipping fees will be deducted from your refund.
  • Return Shipping Costs: Customers are responsible for return shipping costs unless the item is defective or we made an error.
  • Payment Processing Fees: Payment processing fees (approximately 6.3% of the order total, plus a HKD 2.35 refund handling fee) are NON-REFUNDABLE and will be deducted from your refund amount.

The exact refund amount will be clearly communicated to you when your return is approved.