Return Policy

To protect your legal rights, Xenobals has established the following return policy. Please read it carefully before requesting a return:
Return Requirements
Return Period: Returns can be requested within 7 business days of receipt (based on the delivery receipt date; returns received after this date will not be accepted).
Product Requirements: Items must be in new, unused condition, with intact packaging (no damage or stains), and complete with accessories, labels, and instructions. (Items damaged, stained, or missing accessories due to personal use will not be accepted for returns.)
Unreturnable Categories: Certain specialty items (such as customized items, perishable items, and items intended for personal use). Please refer to the product details page for details.
Return Process
Step 1: Send a return request to customer service at service@xenobals.com. Please include the order number, product name, reason for return, and a photo of the product (clearly showing the condition and packaging of the product).
Step 2: Customer service review (1-2 business days). Upon approval, a "Return Authorization Code" will be sent. and the return address to your email address.
Step 3: You ship the product to the specified address (we recommend using trackable shipping. You will prepay shipping costs. If the return is due to product quality issues or our error, reasonable shipping costs will be reimbursed later. If the return is due to personal preference, incorrect specifications, or other personal reasons, shipping costs will be borne by you).
Step 4: Upon receipt of the returned product, we will inspect it within 3 business days. Once we confirm that it meets the return requirements, we will process a refund (refunds will be credited to your payment account via the original method. Receipt time is subject to the payment platform's regulations and typically takes 3-5 business days).
Special Instructions:
If the product you received has quality issues (such as damage or malfunction), please take a photo and contact customer service within 24 hours of signing for it. We will prioritize reissuing or returning the product at no additional cost.
During the return process, if the product is damaged during transportation, the carrier will be held responsible. You must provide us with shipping documentation to facilitate accountability.