This Return and Refund Policy applies to all purchases of XiangAi® made through our website. By placing an order, you agree to the terms outlined below.
1. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- The request is made within 30 calendar days of delivery.
- The product is in its original packaging, and in resalable condition (including all accessories, manuals, and tags).
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Returns are accepted for:
- Manufacturing defects or damaged items during shipping.
- Dissatisfaction with product performance after use, provided the product meets the above condition.
- For issues related to product suitability for specific medical conditions, please consult our customer service before purchase.
2. Non-Returnable Items
The following are not eligible for returns or refunds:
- Products used or damaged due to improper use, neglect, or failure to follow instructions.
- Customized or personalized items (if applicable).
- Products returned without prior authorization from XiangAi customer service.
3. Return Process
3.1 Request Authorization
Contact our customer service at support@xiang-ai.com with your order number, reason for return, and photos/videos of the product (if damaged or defective) or initiate a return request in your account order page.
3.2 Receive Return Instructions
Upon approval, we will provide a Return Merchandise Authorization (RMA) number and instructions for shipping the product back to our designated warehouse. Please make sure you ship back to the right warehouse address offered.
3.3 Ship the Product
You are responsible for return shipping costs, unless the return is due to a manufacturing defect or our error (e.g., wrong item shipped). Clearly mark the RMA number on the package.
3.4 Inspection
We will inspect the returned product upon receipt. Approval for a refund is contingent on the product meeting the eligibility criteria.
4. Refund Processing
4.1 Approved Refunds
Refunds will be issued to the original payment method within 7-10 business days of inspection approval. The refund amount will include the product price and original shipping fee (only if the return is due to our error).
4.2 Delays
Refund processing times may be extended due to bank or payment provider policies, which are beyond our control.
4.3 Partial Refunds
In cases where the product is returned in non-resalable condition (but still eligible for partial refund), a 15-30% restocking fee may apply, deducted from the refund amount.
5. International Returns
5.1 Shipping Responsibilities
For international orders, return shipping costs are the responsibility of the customer, and we recommend using a trackable shipping service. Please note that we are not liable for any issues with the package during the return process, such as loss, damage, or misdelivery.
5.2 Non-Refundable Charges
Customs duties, taxes, or fees incurred during return shipping are not refundable.
For further inquiries, contact our customer service at support@xiang-ai.com.