Returns & Refunds
Eligibility, authorization, inspection, refund, exchange, repair, and warranty information.
Returns & Refunds
Last updated: June 20, 2026
Return Window
Contact us within 14 days of delivery if you need to request a return, and no later than 30 days from purchase. Returns require prior authorization. Do not ship an item until our team confirms the return address and method.
Eligibility
Unless the product is defective or we sent the wrong item, it must be unused, complete, and in its original condition and packaging. Include proof of purchase, manuals, cables, adapters, security seals, and accessories.
Non-Returnable Cases
- Damage caused by misuse, incorrect installation, accident, liquid, unauthorized repair, or modification.
- Missing parts, altered serial numbers, broken security seals, or incomplete packaging.
- Software, tokens, activation, subscriptions, customized items, or services already delivered.
- A compatibility mistake where the correct specifications were stated and the product has been used or registered.
Defective, Damaged, or Incorrect Items
Send your order number, photos of the package and serial label, and a clear video demonstrating the fault. After technical review, we may provide troubleshooting, repair, replacement, parts, or a refund as appropriate.
Return Shipping and Fees
For a verified error or covered defect, we will agree on the return method and responsibility for reasonable shipping costs. For an approved non-defective return or incorrect customer selection, return shipping and any reshipment cost are paid by the customer, and a restocking fee of up to 10% may apply.
Refunds
Approved refunds are initiated to the original payment method after the returned item is received and inspected, normally within 2 business days of approval. Your bank or payment provider may need additional time to post the funds.
Warranty and Repair
Many hardware products include a limited manufacturer warranty, often up to one year, but the exact term is product-specific. Warranty normally covers manufacturing defects and excludes consumables, wear, misuse, physical damage, and unauthorized work.
Contact Our Team
Email: info@xhorsetool.us
Business hours: Monday-Friday, 8:30 AM-6:00 PM (UTC+8).
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