Refund and Return Policy
We are committed to providing high-quality products and ensuring your satisfaction. However, please understand that international shipping from our central warehouse in Huizhou, Guangdong, China involves significant logistics costs and transit times. By placing an order on our website, you agree to the following terms and conditions.
Shipping and Customs Responsibilities
Outbound Shipping: We cover the initial shipping cost from China to your destination (either included in the product price or shown as free shipping at checkout).
Import Duties and Taxes: All international shipments may be subject to import duties, taxes, and customs fees levied by the destination country. These charges are the sole responsibility of the buyer.
Refused Shipments: If a shipment is refused by the receiver due to customs duties, incorrect address, or failure to collect, the order will be treated as a Voluntary Return (see Section 3). All original shipping fees, return shipping fees, and customs clearance charges incurred will be deducted from your refund.
General Return Policy
Under normal circumstances, we do not accept returns, exchanges, or refunds for change of mind, buyer’s remorse, or non-quality-related reasons.
Returns are generally only accepted in cases of verified manufacturing defects or quality issues (e.g., hardware failure under normal use, or the device failing to function as described).
Voluntary Returns (Change of Mind / No-Reason Returns) If you still wish to return a product for personal reasons (e.g., no longer needed, incompatible with personal preferences), we offer a conditional return service under the following strict criteria:
Condition: The item must be 100% unused, in its original packaging, with all protective films, accessories, manuals, and tags intact. Items showing any signs of use or damage will not be accepted.
Timeframe: You must contact our support team to request a Return Merchandise Authorization (RMA) within 14 days of delivery. Unsolicited returns without an RMA will be rejected.
Return Shipping Costs: The buyer is responsible for arranging and paying for all trackable international return shipping costs back to our warehouse in China.
Restocking Fee: A 25% restocking and handling fee will be deducted from your final refund. This covers our cost of inspection, repackaging, administrative labor, and potential loss of product value.
Original Shipping: The original outbound shipping fees incurred by us are non-refundable in all cases.
Quality Issues, Defective or Damaged Products If your product arrives damaged in transit or malfunctions due to a manufacturing defect:
Timeframe: Please contact us within 14 days of delivery.
Proof Required: You must provide your order number along with clear photos and/or videos that clearly demonstrate the defect or damage.
Resolution: Once our technical team verifies the issue (usually within 24–48 hours), we will offer one of the following solutions:
Replacement: We will send a replacement unit or part at no extra cost to you (we cover the new shipping fee).
Partial/Full Refund: Depending on the severity of the issue, a full or partial refund will be issued.
Return of Defective Goods: For high-value items, we may require you to ship the defective unit back to China for quality analysis. In such cases, we will provide a pre-paid shipping label or reimburse you for the return shipping cost (economy trackable method) upon receipt.
Non-Returnable Items The following categories are strictly non-returnable and non-refundable:
Any item not in its original condition, damaged, modified, or missing parts for reasons not due to our error.
Customized, personalized, or engraved products.
Consumables or accessories subject to wear and tear (unless defective upon arrival).
Refund Processing
Once your return is received and inspected by our warehouse, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed automatically back to your original method of payment within 7–14 business days. Please note that your bank or credit card company may take additional time to post the refund.
Contact Us If you have any questions regarding compatibility, sizing, or this policy, please resolve them with our support team prior to completing your purchase:
Email: support@xspinpool.com