Refund policy

Xuantor is the seller responsible to you for your order. If something is wrong with your order, please contact us and we will make it right.

A. Damaged, defective, incorrect, or missing items

If your item arrives damaged, defective, incorrect, or with missing pieces, please contact us within 30 days of delivery. Please include your order number, photographs or video of the issue, a photograph of the packaging, and the shipping label where applicable. After we validate the issue, we may offer a replacement or a full or partial refund, as appropriate. You do not need to physically return the item unless we provide specific instructions to do so.

B. Lost or severely delayed orders

If your order appears lost or severely delayed, please contact us. We will investigate with our supplier and the carrier. Orders to the United States that remain undelivered for more than 45 days from the shipping date may be eligible for a replacement or refund after investigation. A package marked as delivered may require certification or evidence from the carrier.

C. Cancellations

Cancellations are only possible before an order has been processed or shipped. We cannot guarantee a cancellation once an order has been processed.

D. Change of mind

We do not accept returns for change of mind, incorrect color selection, or personal-care items that have been opened or used. This does not limit the remedies available for damaged, defective, incorrect, or missing items.

E. Refund processing

Approved refunds are issued to the original payment method. Your bank or payment provider may need additional time to reflect the refund. We cannot promise an exact bank posting date.

Contact

To start any request, email us at xuantor.store@outlook.com with your order number.