30 Days Return, One Year Warranty
Normally, our return policy lasts until 30 days after receipt. And we provide one year warranty.This policy will come into effect when completing your order. If your request for a refund exceeds the time on the return policy, we will not offer you any refund or exchange, except in special cases.To complete your return, we require a receipt or proof of your order. If your products are not purchased from our official website, but purchased through other channels, we will not handle the return for you according to our policy. And in this circumstance, you will need to go to your buyer for after-sales service.Please do not return your purchase to the manufacturer directly.
Refundable situation and related policy
➤Your package hasn't been shipped:
In this circumstance, you can email us to cancel your order by firstname.lastname@example.org. Through this way, you will get the total amount you paid the fastest. Please remember do not open a chargeback, because in that way your refund time will be lengthened, and a portion of the handling fee (charged by your paying bank) will be deducted from your refund.
➤Your package is on the way:
In this circumstance, you should email us to intercept your package by email@example.com as soon as possible. You will receive a refund for your purchase price and pay us the costs such as interception fees and additional duties incurred. Return shipping costs are non-refundable. You will be responsible for the cost of intercepting the package.
➤Your package has been received:
1. XTUCAM Responsibility:
If our company is responsible for the issue, we will allow a return to our warehouse for a refund or an exchange.
Once we receive the item, we will refund in full the original product price and its shipping or resend for free a replacement at our expense. This solution is only when XTUCAM is responsible for shipping the wrong item.
2.Customer's responsibility(Incorrect Order(size of item) or Unwanted Item).We need to deduct the shipping cost sent to you, we will provide a bill with shipping details
a. Unopened package(s) with its original receipt: You will receive a refund for your purchase price and pay us a 5% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping costs.
b. Opened package(s), unused, with its original receipt, with all original materials and packaging, undamaged: You will receive a refund for your purchase price, and pay us a 8% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping cost.
c. Opened package(s), used, unit no visible wear or damage, within 30 days of shipment with its original receipt, with all original packaging and accessories , undamaged: You will receive a refund for your purchase price, and pay us a 10% service fee. Return shipping costs are non-refundable. You will be responsible for any return shipping cost.
If you are approved of our policy, your refund will be processed.
PS：The percentage of service fee mentioned above is based on the total price of goods, including tax and freight.Items must be sent back within 30 days of the delivery date.
To return your product, please email us to get the shipping address, and we will give you a returned address.Except quality problems, you will have to pay for your own shipping costs of item returning. Return shipping costs are non-refundable. Depending on where you live, it may take different time for your ordered and exchanged product to reach you. We will also update the tracking number of your order by email so that you can get logistics information of your package.
Refund arrival time
Once the returned machine has been received and inspected, the refund will be processed and proof emailed to you, usually takes 1-3 business days to process. All refunds are in Euros. When the refund reaches your account also depends on the efficiency of the paying bank. If you have not received your refund for a long time after we have processed it, please contact the paying bank.
➤Machines and accessories after 30 days of shipment are no longer eligible for return.
➤Package with visible wear or damage is unable to be returned.
Please Contact Us for further help. We will do our very best to help you and reply to all messages within 24 hours.
Email & Phone
Our Presale Phone Line is available in English for all our customers.We highly recommend contact us by email.
Working Time：9:30 am - 18:30 pm
If you have any questions, please contact us at firstname.lastname@example.org for assistance.