Returns & Exchanges Policy

Returns

To return your product, please follow as steps:

1. Email to support@xtelary.com first to get your RMA Code first.

2. Send the broken picture as email attachment(If possible)

3. Check if you still keep the original package.

4. Send the item back to the address we offered you.

5. We wil refund you after we receive the item and finish quality check.

Customers should meet the following terms:
-Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
-We sent the wrong order or item(s).
-You received any broken items(Paint peeling, motor damage, acrylic board damage, etc.)
-Items must be unused, undamaged and in original packaging,ensure that all articles in the package are intact ! If not, the buyer is responsible for all incurred fees and no refund will be issued.

-For personal reasons, the return postage is at buyer's expense.

*Please note that the platform had charged the buyer 5% transaction fee, if the buyer wants to return the goods for a refund for personal reasons, the refund we compensate you will be 5% less.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Also some pictures showing the problem/defect after submitting the return/exchange request online are required.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable).

*If you buy our watch winder with fingerprint lock, please deleat your fingerprint before sending it back.

Refunds
Once your return is received and inspected, we will send you an email to notify you of the status of your refund.
If you are approved, returns will be processed within 14 business days of receipt of your item(s). Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.

Order Cancellation
Your order will be refunded if it's cancelled within 24 hours of purchase. Please send an email  if you decide to cancel the order. For orders cancelled after 24 hours of purchase but before shipment, a 2% cancellation fee is applied by platform. We will NOT accept order cancellation request if the order have already been shipped.

Late or missing refunds
If you still haven't received your refund after 10 business days, first of all, double check your bank account and ensure it is the same one used for purchase.
Following this, contact your credit/debit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund appears in your account.
After performing each of these steps, if you are certain the refund has not be received, please contact us at support@xtelary.com.