Return Policy

30-Day Money-Back Guarantee for the items in the original package

We accept products to be returned for a full refund for any reason within a month from the order date if the item is brand new in the original package. All returned items must be in brand new condition, in their original unaltered box and must include all packing material, warranty cards, manuals, and accessories.

These cases are not covered by the 30-Day Money-Back Guarantee

  • For returns other than product quality issues, the buyer needs to pay the return shipping fee.
  • For orders whose delivery address is actually a freight forwarding service point for international freight, if the package is lost on the way from the courier service point to your physical address, we will not take any responsibility and will not refund for the lost package.

3-Month Guarantee for Quality-Related Issues

  • Products can be returned for replacement or refund within 3 months for quality-related issues, we will reimburse shipping costs for returns and replacements.
  • For orders that have expired the 3-month window, the buyer can only return for a replacement and is responsible for return shipping costs (from the buyer back to XINCOL®’s address). We will only pay for postage to ship the replacement or repaired item back to the buyer.

Free 12-18 Months Full Protection for Most of Our Products 

Priority Technical Support
With your product details in our database, it will take less time for us to process your request and allow our support staff to serve you in a more timely and efficient manner!

Warranty FAQs

What are the official online sales platforms covered by the warranty?
XINCOL self-supporting offline store in Guangzhou, online stores on Amazon,  Aliexpress, EBay and Xincol.com and Hallobest.com

What isn’t covered by the warranty?

  • Not provided by our unauthorized resellers
  • Improperly operated devices
  • Lost or stolen products
  • Non quality-related issues
  • Free products
  • Packaging damaged but required for a refund or replacement for reason of quality problem.
    Damaged due to poor packaging, defaced packaging, or lost shipments.

When does the warranty begin?
It begins from the date of your purchase. The purchase date is printed on the receipt you’ll receive with the product.

How do I claim the warranty?
If you think the XINCOLproduct is defective and under warranty, you can submit a request on the contact page or send a mail to [email protected] with your purchase proof and your reason for the claim.

Before submitting a warranty claim, please refer to the specific FAQs for your product and follow all the troubleshooting advice.

Will the warranty be renewed if my product is replaced?
Sorry, the warranty begins from the date of your original purchase. It won’t be renewed after a replacement. Unauthorized reselling of XINCOL products is strictly prohibited.

Refund

In which cases can I apply for a refund?

  • If the product hasn’t been shipped yet, you can cancel your order yourself for any reason and money will be returned to your payment account.
  • You can apply for a refund if the seller has sent the item, Money will be returned to your payment account after the sender receives the item.
  • You can apply for a refund if you receive a wrong item or the product is found to be defective within the first 30 days from the date of your purchase.
  • You can apply for a return if you receive a real XINCOL item, but you don’t like it within the first 30 days from the date of your purchase.
  • For other cases, please tell us in detail with your order receipt.

How long is the refund process?

Refunds are usually dealt with successfully within 15 working days for bought through Bestekmall, after your product is returned, your refund will be credited to your original payment account. If you buy XINCOL products from other authorized online sales platforms including Amazon, Wish, Aliexpress, Walmart, EBay, your requirement will be handled according to rules on sales platforms.

Return& Replacement

What should I do if I want to return my product?

XINCOL warrants that customers are free to apply for refunds and replacements for defects in materials or workmanship. If your product is verified to be manufacturer’s defect, you may contact us for a return or replacement claim.

What is the process of the claim for return & replacement?

Contact us with your receipt or order ID and photos to let us know your problem in detail so you can receive a replacement as soon as possible within our warranty time period.

Do I need to return a product along with its packaging, manuals, adapters or others accessories?

It will vary based on the product and claim. We suggest you send it as it originally came in the box. Also please include the receipt and Your order ID as proof of your purchase and a copy of your claim.

Where can I get any proof of purchase?
  • If you purchase XINCOL products through XINCOL.COM it is easy to check your order by email, name, order ID and shipping address.
  • If you purchase through other Amazon, Aliexpress, EBay and Hallobest, please send us a copy of your receipt.
  • If you get it as a gift, you can ask the giver for a copy of the receipt.

Support

At XINCOL.com, we strive to provide the best customer service and support for our customers! If you have any inquiries, questions or concerns about our products or services, please contact [email protected] . Moreover, we always appreciate suggestions to make us be better.