Refund policy

 

At XENTAR, your satisfaction is our top priority. If you’re not completely happy with your purchase, we’re here to help. Please review our refund policy below to ensure a smooth and fair process.

 

Refund Eligibility

Customers may request a refund within 30 days of delivery. To qualify for a refund, the item must be unused and returned in its original packaging. Proof of purchase is required to process your request.

 

Non-Refundable Items

Please note that certain items are non-refundable. These include any items purchased on sale as well as gift cards. These exclusions are final and cannot be returned or exchanged.

 

How to Request a Refund

To begin the refund process, customers must contact us through the Contact Us page on our website. In your message, please include your full name, order number, the email address used at checkout, and if applicable, photo and video proof of the defective item. This information helps us verify your order and address your concerns more efficiently. Alternatively, you may request a return directly from your account dashboard, provided the request is submitted within 30 days of receiving the item.

 

Damaged or Defective Items

If your item arrives damaged or becomes defective within 30 days of delivery, we will gladly provide a full refund or send a replacement at no additional cost. Your satisfaction and peace of mind are important to us.

 

Lost Packages

In the event your order is lost in transit and cannot be located within 30 days of the order date, we will either reship the item or issue a full refund. Our team will work with you to resolve the issue promptly.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Return Shipping Costs

We do not provide pre-paid return shipping labels, and return shipping costs are the responsibility of the customer. Once your refund request is approved, you will receive our designated returns address where the item must be shipped. In certain situations, the return shipping cost may be deducted from your refund total, depending on the vendor. However, we do not charge any restocking fees.

 

Refund Method

All approved refunds will be issued to the original payment method used at checkout. Alternatively, you may choose to receive store credit without needing to return the item, depending on the situation and our internal approval.

 

Refund Processing Time

Once your return has been received and reviewed, please allow 5 to 7 business days for your refund to be processed. If you do not see the refund reflected in your account after this timeframe, we encourage you to reach out to us for confirmation. If the refund was processed correctly on our end, we recommend following up with your bank or payment provider for further assistance.