Refund policy
Returns
Our return policy is valid for 30 days. Unfortunately, we cannot offer refunds or exchanges for items purchased over 30 days ago.
To qualify for a return, your item must be unused and in the same condition as when you received it, and it should include the original packaging. We reserve the right to charge a restocking fee of 15% to 20% and shipping costs for ordinary returns that are not caused by our error.
Partial refunds will be granted only under the following circumstances:
- The item is not in its original condition, is damaged, or has missing parts for reasons not due to our error.
If you believe the product has an issue, you must provide corresponding photo or video evidence and send it to our email. We will review the related email and materials upon receipt and process the refund or exchange request once approved.
Shipping, Damage, and Logistics Issues
Please contact us before installation with your order number and clear photos or video. Items should remain unused, uninstalled, and in the original packaging while we review the issue.
- Damaged or defective on delivery: report the issue within 3 calendar days of delivery with photos of the product, packaging, shipping label, and any visible damage.
- Wrong item or confirmed seller error: once verified, we will help arrange the appropriate replacement, return, store credit, or refund path without charging ordinary restocking fees.
- Tracking not updating: if tracking has not updated by day 5 after shipment, contact us with your order number. If tracking stops updating for 7 or more calendar days, we will open a carrier investigation and advise the next step.
- Delivered but not received: contact us within 3 calendar days of the delivered scan after checking nearby delivery areas, building mailrooms, reception desks, household members, and neighbors.
Shipping time estimates and customs processing are covered in our Shipping Policy. Delays outside the carrier or customs process do not automatically qualify an order for cancellation after shipment, but we will review documented shipment exceptions case by case.
Refunds (if applicable)
Once we receive and inspect your return, we will notify you via email that we have received the returned item and inform you of the approval or rejection of your refund. If the refund is approved, the processed refund will be automatically applied to your original payment method or returned as store credit.
Late or missing refunds (if applicable)
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us at sales@xorientcarbon.com
Promotional items (if applicable)
Only regular-priced items are refundable; promotional items are not eligible for refunds.
Exchanges
We only replace items if they are defective or damaged upon delivery. All defective or damaged products must be reported within 3 days of delivery. If you need to exchange for the same item, please email us at sales@xorientcarbon.com.
(If you believe the product has an issue, you must provide corresponding photo or video evidence and send it to our email. We will review the related email and materials upon receipt and process the refund or exchange request once approved.)
For ordinary returns, you will be responsible for paying the return shipping costs. Shipping costs are non-refundable. If you receive a refund, the return shipping and restocking fees will be deducted from your refund. However, return shipping and restocking fees will be waived for returns made for store credit or replacement items when we approve that path, or when the return is caused by verified seller error.
Depending on your location, the time it takes for the exchanged product to reach you may vary.
If you have any questions, please contact us promptly, and we will respond within 48 hours!