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Return Policy

🔁 XTOOL Return & Order Cancellation Policy

Thank you for shopping with XTOOL! We are committed to delivering high-quality products and professional customer support. Please carefully read our return and cancellation policy below to ensure a smooth shopping experience.

📦 Return Window

You may return most new, unopened items within 30 days of delivery for a full refund. Returned items must be in original condition, with complete packaging and accessories. This does not apply to virtual products (see below).

If the product arrives damaged or defective, you also have 30 days from delivery to request a return or exchange.

🚚 Return Shipping

  • We Pay for Return Shipping if the return is due to our error, such as:

    • Incorrect or damaged items received

    • Duplicate shipments

  • Customers Pay for Return Shipping for reasons such as:

    • No longer wanting the item

    • Accidental purchase

    • Wrong item ordered

📍 Return Address

Please send all eligible return items to:

Return Address:
Room 801, Block A, Morning Business Building,
Nanshan District, Shenzhen, China

🔄 How to Initiate a Return

  1. Contact Us: Email us at info@xtoolglobal.com with your order number, return reason, and include photos/videos for damaged items, if applicable.

  2. Wait for Response: We will respond within 48 hours to confirm your return eligibility and details.

  3. Package the Item: Place the item in its original packaging and include the following inside the return parcel:

    • Your Order Number

    • The Reason for Return

  4. Ship It Back: Use the return label provided (if applicable). Products must be intact with no missing parts or damage.

  5. Final Step: Once we receive and inspect your return, we will issue a full refund or send a replacement.

⚠ Note: If we receive no response from you after multiple contact attempts, your return request may be canceled.

❌ Non-Returnable Items

The following products cannot be returned:

  • Clearance or final sale items

  • Customized items (e.g., Bluetooth adapters / VCIs)

  • Any item that is used, missing parts, has damaged packaging, or is no longer in original condition

  • Products returned solely due to a change of mind may incur restocking fees

If your item was received damaged during shipping or is incorrect, please contact us immediately.

🖥 Virtual Products Return Policy

Our virtual products (e.g., software renewal services) are digital items delivered electronically.

  • Refund Window: Refund requests for virtual products must be submitted within 24 hours of purchase.

  • Post-Delivery: Once the Activation Code is sent or the service is confirmed as applied to the device, the order is non-refundable.

  • Withdrawal Risk: If a refund is requested after the service is active, withdrawing it may render the device temporarily or permanently unusable.

  • No Exceptions for used, activated, or fully applied virtual services.

By purchasing a virtual product, you agree to these terms.

🛑 Order Cancellation Policy

  • You may cancel your order within 30 days of purchase as long as it has not yet shipped.

  • If your cancellation request is submitted before shipment and within our website's cancellation window, it will be accepted.

  • Orders cannot be canceled once the item has shipped.

⏳ Order Processing Time

  • Orders are typically processed within 3 to 10 business days, depending on customer communication (e.g., address confirmation, product options).

  • We will contact you if there are delays due to missing order information.

📬 Contact Us

  • Website Chat (Preferred)

  • Email: info@xtoolglobal.com

  • Phone: +86 18926548450
    (Monday – Friday, 9:00 AM – 7:00 PM GMT+8)

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