xacoolpin Return & Refund Policy

Last Updated: September 2026

At xacoolpin, your satisfaction is what drives us. We understand that sometimes an item may not work out as expected. This Return & Refund Policy explains your options, the steps to take, and what you can expect from us. Please read it carefully before starting a return.

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1. Delivery Timeframe Reminder

Before requesting a return, please note that our standard shipping normally takes 7–15 business days after dispatch. The return window begins from the date you receive your order, not the date you place it. If your package has not arrived within 15 business days, contact us first — we will help track it down before you open a return.

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2. Return Window

You may request a return within 30 calendar days of delivery. Requests made after this period may not be accepted. To be eligible, your item must be:

• Unused, unworn, and in the same condition you received it

• In the original packaging with all tags, labels, and accessories

• Accompanied by proof of purchase (order number or receipt)

We reserve the right to refuse returns that do not meet these conditions.

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3. Items That Cannot Be Returned

Certain items are final sale and cannot be returned or exchanged, including:

• Gift cards and downloadable software

• Personalized or custom-made products

• Intimate apparel, swimwear, and pierced jewelry

• Clearance, final-sale, or free promotional items

• Perishable goods and hygiene-sensitive products

If you are unsure whether your item qualifies, please contact us before shipping anything back.

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4. How to Start a Return

Do not send your item back without contacting us first. Unauthorized returns may be refused or delayed.

1. Email us at [email protected] with your order number and reason for return.

2. If the item is damaged, defective, or incorrect, attach clear photos or a short video.

3. Our team will review your request and, if approved, send you a Return Authorization (RMA) number and return instructions.

4. Pack the item securely, write the RMA number on the outside of the parcel, and ship it to the address we provide.

Please note: the return address may differ from our general mailing address. Always use the address included in your RMA instructions.

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5. Return Shipping Costs

• Customers are responsible for return shipping costs unless the return is due to our error (wrong item, damaged item, or defective product).

• Original shipping fees are non-refundable.

• We recommend using a trackable shipping service. We are not responsible for returns lost in transit without proof of delivery.

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6. Refunds

Once we receive and inspect your return, we will notify you by email. If approved, your refund will be processed to the original payment method within 5–10 business days. Please note:

• Bank or payment provider processing times may add extra days.

• Refunds do not include original shipping charges unless required by law.

• If you used a discount code or gift card, the refund will reflect the amount actually paid.

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7. Exchanges

If you would like to exchange an item for a different size, color, or style, contact us at [email protected]. Exchanges are subject to stock availability. If the requested item is unavailable, we will offer a refund or store credit instead.

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8. Damaged, Defective, or Wrong Items

We sincerely apologize if something arrives damaged or incorrect. Please contact us within 48 hours of delivery with:

• Your order number

• Photos of the item and packaging

• A brief description of the issue

We will arrange a replacement, repair, or refund at no extra cost to you.

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9. Order Cancellations

You may cancel an order before it enters the fulfillment process. Once an order has been shipped, it cannot be canceled — please follow the return process instead. To request a cancellation, email us immediately at [email protected].

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10. Customer Service Hours

Our support team is available to assist you with returns, refunds, and any other questions.

Customer Service Hours:
Monday – Friday: 9:00 AM – 6:00 PM (UTC+8)
Saturday: 10:00 AM – 4:00 PM (UTC+8)
Closed on Sundays and public holidays.

We typically respond to emails within 24 business hours.

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11. Contact Us

Email: [email protected]
Phone: +86 183 1986 2091
Mailing Address:
287 Willow Lane
Greenhill District, Lakeside
United States

Please include your order number in all communications so we can help you faster.