Before you return items to us, please read and follow the below instructions. You can also contact our Customer Service, we are always here to help you.
Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us.
Return Policy Apply for following Scenes:
1. Mis-Ordered Products: If you order wrong item by yourself, or you find it is not what you want to order (not quality problem), our return policy is not applied for you.
2. Quality Issue: Our products DON'T work well once you receive it or it encounters crash in delivery causing customers fail to use it, in this situation, our return policy will be open for you. We provide free return service for you. We will pay for the return shipping cost.
3. Non Quality Issues: In some particular situations, our return policy can be open for you after our customer service learning your particular problem, and in this condition we will charge you 10% handling fee and you will need pay the shipping cost for returning the package.
Our free return window will open for 30 days after package delivery.
Returning for replacement
When exchange for free: If your products encounter crash in delivery, we will exchange it free of charge for you,you undertake the shipping cost for your ship item back to us through simple airmail.
Mis-ordered products: If you order a wrong item and plan to exchange for what you want, just contact our customer service for help, if we can exchange for you, you need to pay the shipping cost to us as well as return to you.
Physical Damaged Items: If the item is damaged by yourself, we CAN'T provide exchange service for you. But you can return for repair.
What you should do before returning for replacement: Contact our customer service to tell us your problem. What's wrong with your item and what you want us to do for you.
Returning shipping options: After confirming your items is under our policy of returning, please use simple airmail to ship item back to us. NO DHL, UPS, TNT, Fedex or any other express.
How we will do after receiving your return: Keep in touch with us to make sure we get it. After checking the item, we will arrange a replacement for you and we will inform you when everything is done. Please remember to check your email from time to time.
How to Return the package if you have above issues?
1. Check the package once you got it. If you have any problems, please contact our customer service immediately.
2. If you are eligable for our return policy, our customer service will provide you return address online and give you shipping instruction.
3. Please follow our instruction to ship out the package and provide us tracking number. Our customer service will arrange exchange or refund for you. Refund please check our refund policy.
Our product guarantee
Warranty: The guarantee of our most products is one year. Before shipping out, all goods have been double verified by xtoolstore.com . Our test engineer will check for quality, including check the basic function of the hardware and software, the appearance, the packing, the necessary accessories and power adapter plug standard. After finishing quality check,our QC stuff will carefully do quality check and paste our own QC label in the form of month/date/year on every product.
If you have any using problem of the products buought from xtoolstore.com please feedback to us firstly, we will discuss the issue with you. Via our technical support, we can dig out your using problem via our technical support in most of cases.
Lost Products: If products get lost in delivery, or you still do not get your item for a long time, please contact our customer service timely. We will deal with this ASAP. Please DON'T deal with it all by yourself, we want you to communicate with us. Usually, we will provide tracking number and tracking link timely. If products get lost on the way and we get confirm from couriers, we will arrange redelivery for your products. If you want to ship it through express, then you need to pay express shipping fee.
When your products get damaged after using some time and needs repair, we provide repair service for you. Please contact with xtoolstore.com customer service about the repair.
You need to use simple airmail to send the item back to us, after we fix it, we will send back to you. We will not charge you for simple airmail ship back, but if you ask for express shipping, you need to pay for this.
For any other questions, please feel free to contact xtoolstore.com customers service.
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