Return Policy


Refunds

xuantongxt does not provide cash refunds for products which are shown to be defective. It is our strict policy to either repair or to remake all truly defective products and to re-ship the order at our expense.

Defect Items

If you receive a defect or damaged item, please contact our customer service team with a digital image of the defected product along with a clear description of the damage. This will help in speeding up the process and in many cases a refund or replacement can be swiftly issued.

If the damaged item cannot be verified over the phone or by e-mail, the item will have to be returned to xuantongxt to be inspected before further actions can be taken.

Return Authorization Number

xuantongxt will provide you with a Return Authorization Number and return address once a valid claim regarding defective product is submitted. Please fill in the return form here and submit it with your return package. This claim must be submitted within 5 business days of the products receipt by the customer and received by xuantongxt within 30 days of the products receipt.

When requesting a Return Authorization Number, the following information is required:

  • Detailed reason for return

  • Has the product been washed or worn?

  • Is the product potentially wearable/ usable or a complete loss to you?

Please write down the customer's order number in the email subject line

xuantongxt customer service team will make every effort to reply your email within 24-48 hours. If no further information is required, we will send you the Return Authorization Number and return address directly. Note that Return Authorization Number must be marked clearly on the returned item.


Cancellations

Due to the unique nature of custom made orders, cancellation is not possible. However, replacement will be arranged if product is deemed defective (see above).