Refund & Returns
All products come with a 30-day limited return and refund guarantee.
For any reason, undamaged products are eligible for return and refund within 30 days (except for items marked as non-returnable by our Website).
When you need return the product, please contact our customer service team first. Please do not ship items back without any request. Otherwise, we can not handle your return and it will be destroyed. Then the refund will be not issued.
Once we receive your returned product, we will process it within 2-3 business days. Refunds will be credited to your original payment account. (Depending on your bank's processing time, it may take up to 7 days for the refund to appear in your account after we process the return.) *Software, subscription-based products, or similar items are not eligible for returns or refunds.
Return Fees
For used and dameged returns (Over 30 Calendar Days), we may charge a restocking and handling fee. Upon return of the product will promptly issue you an 80% refund of the purchase price. It will take 5-7 working day to receive the package. After we receive the item, we will refund you within 3 working day. The refund can be received within three (3) business days.
*Service fee refers to additional costs incurred by the seller during the return process. The fee is calculated based on the total order price, including product tax, logistics, retrieval, repackaging, and re-stocking costs.
You Can Request Return Service Where:
- Purchases from our website.
- Returns must include all accessories.
- The product must be in its original packaging and in "new" resalable condition. Any products that are not in "new" resalable condition or are missing original packaging may be refused or incur a re-stocking fee.
- In regions where it is prohibited by law, no re-stocking fees will be charged. In some areas, re-stocking fees may be taxed.
- If the product does not meet the above conditions, the return may be rejected.
Important Notes:
- The return acceptance period is 30 days. If you wish to cancel an order or return a product without any manufacturing defects, the return shipping costs will be borne by the customer.
- If you use prepaid shipping for a return and the return is not due to an error by our website, the return shipping fee will be deducted from your refund. When we provide a return label, we will give you an estimated return shipping cost. If the return is due to an error by us, we will also refund the return shipping cost.
Return & Refund Service will not be Provided Where:
- Purchases from other platforms(Amazon, eBay, etc.).
- Return request made more than 30 days after receiving a product (based on the logistics sign-off date).
- Returned product doesn’t include all original accessories and promotional gifts, or contains items damaged by user error.
- Any fault or damage of the product is caused by non-product-related issues such as collision, fire, unauthorized modification, entry of foreign bodies (water, oil, sand, etc.), and improper installation or use.
- Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
- Damage is caused by uncontrollable external factors, including fires, floods, high winds, lightning strikes, or traffic accidents.
- Received product has not been sent back to us within the specified return period after return confirmation from our service team.
- Other circumstances stated in the policy.
- Custom Orders: Custom or personalized orders are not eligible for return. These are products made specifically for you (e.g., based on size, color, finish) or made to order by the manufacturer. Products purchased from third-party dealers or other websites (e.g., Amazon, Google) will have return policies as outlined on those platforms.
Warranty Policy
After-Sales Service for Quality Issues
If a product develops a non-human-induced quality issue during its applicable warranty period, you may contact us to apply for a return. Upon verifying that the issue qualifies under our policy, the product will be inspected. If the warranty claim is valid, the product will be repaired and returned to you, or replaced with a new one. Repairs or replacements will be determined and covered by our website.
Warranty Coverage and Policy
If the product experiences a performance failure during the valid warranty period, you are eligible to apply for warranty service.
- For quality issues: During the warranty period, our Website will cover the cost of replacement or repair services. After the warranty period, only repair services are available, and no replacement will be provided.
- For non-quality issues: During the warranty period, our website will cover the cost of repair services. After the warranty period, repair services may still be provided for a partial compensation fee.
The warranty period is defined in the product's user manual and begins from the date of purchase, as shown on your invoice. Please retain your invoice as proof of purchase. (If a valid invoice is unavailable, the warranty period will be calculated from the product's manufacturing date.)
Conditions for Free Warranty Service
The product is used as intended under normal conditions during the warranty period and experiences a non-human-induced performance failure.
The product has not been disassembled, modified, or enhanced without authorization, and the failure is not caused by improper use.
Valid proof of purchase, including invoices or receipts with order numbers, is provided.
Xcotton Shipping Protection Service
Xcotton's Shipping Protection covers common losses and damages during package transit, ensuring consumer confidence. Claims processing is pivotal to this service. To streamline the experience, this guide outlines how consumers claims shipping protection.
* The corresponding price insurance will be automatically selected based on the order amount and cannot be purchased separately.
1. Shipping Protection Coverage
|
Coverage Scope |
Scenario |
Covered |
|
Loss |
Lost during transit
|
Yes. |
|
Partially lost during transit |
Yes. |
|
|
Porch piracy incident |
Yes. |
|
|
Damage during transit |
When the buyer receives an item with obvious breakage, cracks, bending (if the item is not bendable), crushing, etc., rendering it unusable |
Yes. |
|
The Logistics misdelivered the shipment to an incorrect address |
Logistics provider delivery error (excluding errors caused by the consumer). |
Yes. |
|
Delay |
Delay |
Yes. 5USD/Order |
2. Shipping Protection Claims System
After purchasing Shipping Protection services, consumers can file claims for lost or damaged packages via the Xcotton Claims Center. There are two ways to log into the Claims Center as follows:
A. Direct link: Visit https://seller.xcottons.com/parcel#/parcel/parcel-login, enter Email and Shipping Protection ID.
B. Email Confirmation: After purchase Shipping Protection Services, consumers receive an email titled “Xcotton Shipping Protection Placed Successfully”, click the highlighted link in the email to access the Claims Center.
For any claim-related inquiries, consumers may contact us at: support@xcottons.com
Additional Information
Warranty and return policies may vary depending on the country/region of purchase due to product differences.
If the product does not meet the criteria for free repair after inspection, customers can choose to pay for the repair or have the product returned as is.
For issues out of the warranty coverage (e.g., damages caused by human error), inspection fees, replacement part costs, testing fees, labor fees, and shipping fees will be charged accordingly.
Please back up your data before sending your product for repair, as repairs may result in data loss.
- Do not return severely damaged batteries, such as those with broken casings, swelling, or leakage. If such batteries are returned, they will be discarded by us and cannot be returned to the customer.
- Due to product version differences, global warranty services are not supported. Warranty services are only available at designated repair centers. If repair services are required outside the region of purchase, they will be offered on a paid basis, subject to the local inventory and service center's discretion.
- Any loss resulting from incorrect shipping addresses or recipient refusal to accept delivery will be the responsibility of the customer.
- For cross-border returns, prior approval is required. Customers are responsible for any customs duties and clearance fees incurred during the process.
- Products damaged by water exposure are considered beyond repair and cannot be serviced. In such cases, we will offer product replacement services instead. Please be aware of it before sending your product for repair.
- To protect your rights, please inspect the product upon delivery to ensure it is intact and undamaged (e.g., no damage caused during shipping). If you notice any abnormalities, please report them within 30 calendar days of receiving the product. Failure to report within this period will be considered as acceptance that the product was received in good condition and functional. In cases of damage caused during shipping, you must contact our customer service team within 24 hours of delivery for assistance. Claims reported beyond this time frame cannot be processed due to logistics company policies.
Disclaimer
We will comply with the local laws and regulations applicable to your region of purchase.
Company: Shenzhen Kerui United Technology Co., Ltd.
Company address: Room 201, 2nd Floor, Building E, Zhongwu Logistics Park, Xixiang Street, Baoan District, Shenzhen, China
Website: https://www.launchx431online.com
Tel: (+86)180 2870 0839
Email: service@launchx431online.com