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 support@xtucam.com. 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 support@xtucam.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 the problem is our company's responsibility (e.g., we sent you the wrong product, under-delivered or missed delivery; product quality problems; product damaged when you received it), we will resend you the correct and intact product without any additional cost. This solution only applies if XTUCAM shipped the wrong product.

2. Customer Responsibility:

If you choose to return the product for your own reasons, please read the following carefully

Return Process:
Please note that we only accept returns of unopened products
To initiate a return, please follow the steps below:
Contact our customer service: Before sending the product back to us, please contact our customer service team to request a return. You can contact us by email or phone, our contact information is as follows.
Return to our warehouse: After contacting our customer service and obtaining a return authorization, you can return the product to our designated warehouse. Please ensure that the product is securely packaged to avoid damage during transportation.
Refund after receiving the product: After receiving the returned product, we will inspect it to ensure that it is in its original condition. After inspection, we will process the refund and notify you by email. Refunds will be made to your original payment method within a certain number of days.
Important Tips: Please do not send the item back to us without contacting our customer service first. Failure to follow this procedure may result in the item not being returned to us, and any related losses will be borne by you.
Refunds:
Once we receive and inspect your return, we will send you a receipt notification. The refund will be processed and automatically applied to your credit card or original payment method within the specified time.
Please note that shipping costs will not be refunded after the product is shipped.

If you agree to our policy, we will process your refund.

PS: The item must be sent back within 30 days from the date of shipment.

Return Method
To return your product, please email us for the shipping address and we will provide you with the return address. Except for quality issues, you must pay for the return shipping yourself. Return shipping costs are non-refundable. Depending on where you live, the products you ordered and exchanged may take different times to reach you. We will also update the tracking number of your order by email so that you can get the logistics information of the package.

Refund Arrival Time
Once the returned machine is received and inspected, we will process the refund and send you a refund certificate by email, which usually takes 1-3 business days to process. All refunds are paid in Euros. When the refund arrives in your account also depends on the efficiency of the payment bank. If you have not received the refund for a long time after we have processed the refund, please contact the payment bank.

Non-refundable Situations
➤ Products are no longer eligible for return 30 days after shipment.

➤ Opened products or packages with obvious wear or damage will not be returned.

For further assistance, please contact us. We will do our best to help you and respond to all messages within 24 hours.

 

Email & Phone

Email: support@xtucam.com

Telephone:(+86)186-6561-9325

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 support@xtucam.com for assistance.