Refund & Return

At Xindum, your satisfaction with our product and service is the first priority. We strive to offer your best shopping experience on this site with stress-free! If you have any questions or need assistance, please feel free to reach out to us at support@xindum-safety.com 

To qualify for a return, you can read the following tutorials detailedly about the whole journey.

 1. Return Condition

We offer a 60-day money-back guarantee for brand-new, non-activated and defected product not caused by customers. All the return and exchange must be initated within 60 days from delivery.

Before you request, you need to check these:

• Product itself: item must be in unused condition after the package delivered
• Packaging/Tag: all original packaging, tag/label attached, manual and accessory
• Proof of Purchase: customer must offer a receipt of purchase.

2. Return Process

To initiate a Return, please contact us via mail at support@xindum-safety.com. Once your request is approved, our team will message you all the detailed instruction on how and where to return the package. You need to ship the item within 7 days and update the tracking number. Refund will be issued within 2-3 business day to your original payment method after the returned is received by us. Plz note that refund amount back to your account will be depending on your payment bank. 

Refund amount based on the delivery date:

• 100% refund within 30 days
• 80% refund within 45 days
• 60% refund within 60 days
• No refund after 60 days

3. Shipping Fee & Duty

For non-quality-related issue, customer is responsible for return shipping costs when your request has been accpeted, shipping fees is not included from the refund. For international cross-border order, custom duty may be applyed for customer’s responsibility. 

We are only responsible for return shipping fee if you are in the following situation:

Damaged/Problematic Item

Please inspect your order upon delivery. If you find defects on item, or if you received a broken or damaged item, contact us immediately so we can assess the issue and provide a resolution.

Missing/Incorrect Item

Please inspect your order upon delivery. If you receive missing, incorrect, or wrong item, contact us with your order number and clear photos of the package and labels.

 Not Delivered/Lost Item

Please inspect your order upon delivery. If you not receive the package or lost delivery (only include correct address), contact us to initiate a return request for a resolution. 

4. Non-Accepted Return

• Used item: product has been showed of significant use without quality issue.
• Customer misuse: damage resulting from incorrect use or improper handling
• Unauthorized return: item returned without authorization not accepted.
• Beyond warranty: products are beyond the warranty coverage period
• Wrong dispatch: package lost due to incorrect shipping information.