Refund policy
Last Updated: 12/31/25
We want you to feel confident in your purchase. This Refund Policy explains how refunds, replacements, and cancellations are handled. By placing an order, you agree to the terms below.
30-Day Money-Back Guarantee
1.1 If you are not satisfied with your purchase, you may request a refund within 30 days of the carrier-confirmed delivery date.
1.2 Limited to one refund per customer, though exceptions may be made at our discretion after verification.
1.3 Refunds apply to product cost only (shipping, taxes, and add-on services are non-refundable).
1.4 A physical return may be required at our discretion depending on the situation; if so, a prepaid label will be provided.
1.5 Return requirements may vary based on order history, quantity, or verification needs.
Damaged, Defective, or Incorrect Items
2.1 If your item arrives damaged, defective, or incorrect, please contact us within 30 days of delivery.
2.2 We may request a photo for verification purposes.
2.3 Once verified, we will issue a replacement or refund at no cost to you.
2.4 A return is not required unless we specifically request it.
Lost Packages
3.1 Covered Situations
We will refund or replace your order if:
3.1.a Tracking shows no movement for an extended period, or
3.1.b Tracking never confirms delivery (“lost in transit”).
3.2 Not Covered
3.2.a If the carrier marks the package Delivered but it cannot be found, this is considered theft or misdelivery and is not covered unless Shipping Protection was purchased.
Always Covered (Our Guarantee)
We will typically issue a replacement or refund at no cost to you when:
4.1 Orders arrive damaged or defective (photo required).
4.2 Incorrect items are received.
4.3 Orders are lost in transit (tracking never confirms delivery).
4.4 A product is discontinued or out of stock for an extended period.
Not Covered (Customer Responsibility)
The following situations are outside standard coverage:
5.1 Incorrect or incomplete addresses submitted at checkout.
5.2 Unclaimed packages returned to sender.
5.3 Refusal to pay import or customs fees.
5.4 Delivery failures due to unavailable recipients.
If the package is returned for the above reasons, we can reship it once the customer pays the reshipping cost.
Shipping Protection ($2.99)
6.1 Shipping Protection is available at checkout for $2.99.
6.2 What it covers:
6.2.a Packages marked “Delivered” but reported missing (theft or misdelivery).
6.2.b Faster, hassle-free resolution compared to carrier claims.
6.3 If purchased, we will refund or replace the order at no cost to you.
6.4 All claims are subject to verification; additional information may be required in rare cases.
6.5 Shipping Protection coverage, limitations, and exclusions are governed by our Shipping Policy. In cases of suspected fraud, abuse, or repeated claims inconsistent with normal delivery outcomes, coverage may be refused as outlined in our Shipping Policy.
Order Cancellations
7.1 Orders may be canceled before they enter fulfillment processing.
7.2 Because fulfillment often begins quickly, cancellations are only possible before the order enters processing, which may occur within minutes.
7.3 If the order cannot be canceled in time, it will be delivered normally.
7.4 You may still request a refund after delivery under the 30-Day Guarantee.
Proof of Purchase
8.1 Please provide your order number or confirmation email to help us verify your order.
How to Request a Return or Refund
9.1 Email us with your order number and the reason for your request.
9.2 Our support team will confirm eligibility and provide instructions.
9.3 Once approved, your refund will be processed or a replacement will be sent.
9.4 Please contact us before returning any item, so we can issue proper instructions.
Refund Process & Timeline
10.1 Approved refunds are issued to the original payment method.
10.2 Most banks take 5–10 business days to post refunded funds.
10.3 Some providers (installment payments, international banks) may take up to 15 business days.
10.4 If 15 business days have passed since approval and you have not received your refund, please contact us.
Exchanges
11.1 We do not offer product-for-product exchanges.
11.2 If you would like a different product, please request a refund and place a new order once it is approved.
Abuse & Fraud Prevention
To protect our customers and business, we may deny refunds or replacements in cases involving:
12.1 Suspected fraudulent or abusive refund behavior.
12.2 Multiple refund requests across several orders.
12.3 High-quantity purchases followed by immediate refund requests.
12.4 Claims inconsistent with carrier tracking data.
12.5 Requests made outside the 30-day window without approval.
We reserve the right to:
12.6 Require a return before approving a refund.
12.7 Deny a request after proper review.
12.8 Request additional verification when appropriate.
12.9 All reviews are conducted in accordance with carrier investigations and payment-processor guidelines.
Policy Updates
13.1 This Refund Policy may be updated at any time to remain compliant with legal, financial platform, and operational requirements.
13.2 The most recent version will always be posted on this page.
Contact Us
If you have questions about this Refund Policy or need assistance, please contact us:
support@xoralabs.com
xoralabs.com/pages/contact