At Xwaho, we want you to shop with confidence. If you are not fully satisfied with your purchase, you may request a return or refund according to the policy below.

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Return & Refund Request Period

Customers must report damaged, defective, incorrect, or missing items within 1–2 days of delivery by emailing info@xwaho.com along with:

• Your order number
• Clear photos or videos of the product and packaging
• A description of the issue

Requests submitted without photo/video proof may not be accepted.

Eligible returns for other reasons may still be accepted within the applicable return protection period listed below.

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Return Protection Period by Country/Region

Customers may request a return or refund if the item arrives damaged, defective, not as described, or if they are unsatisfied due to personal reasons, subject to the conditions below.

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Additional Legal Rights

In some countries, local consumer protection laws may provide additional rights related to returns, refunds, or warranties.

For example, customers in many European Union countries may have:

• A 14-day right of withdrawal/return
• A 2-year legal conformity warranty under applicable consumer protection laws

These rights apply where required by local law.

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Eligibility for Returns

To qualify for a return:

• The item must be unused, unworn, unwashed, and in its original condition
• All original tags, packaging, accessories, manuals, and labels must be included
• The item must not be altered, damaged, or missing parts
• Proof of purchase or receipt is required

Returns sent without prior approval will not be accepted.

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Return Address

Do not return items to the original shipping address.

If your return request is approved, Xwaho will provide the correct return address and return instructions by email. Returns sent without authorization may not be accepted.

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Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If your item:

• Arrives damaged
• Is defective
• Is incorrect
• Is significantly different from the product description

please contact us within 1–2 days of delivery at info@xwaho.com with clear photos or videos so we can review the issue and provide an appropriate solution.

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Non-Returnable Items

The following items cannot be returned or refunded:

• Sale or clearance items
• Gift cards
• Customized or personalized products
• Perishable goods
• Beauty and personal care products
• Hazardous materials, flammable liquids, or gases
• Items that have been used, washed, damaged, or altered by the customer

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Category-Specific Return Conditions

Clothing, Dresses & Fashion Items

Items must be:

• New and unworn
• Unwashed and undamaged
• Returned with original tags attached
• Free from stains, odors, or alterations

Shoes, Bags & Accessories

Items must be returned:

• In original packaging and dust bags (if applicable)
• Without scratches, marks, or visible wear
• With all included accessories

Electronics

Electronics must be returned:

• In original packaging
• With all manuals, cables, and accessories included
• Without signs of misuse, tampering, or customer-caused damage

Customers must remove all personal data from electronic devices before returning them.

Furniture, Tools & Home Products

Items must:

• Remain unused
• Include original packaging and accessories
• Show no installation, assembly, or disassembly marks

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Exchanges

We currently do not offer direct exchanges.

The fastest way to receive a replacement item is to:

1. Request a return for the original item
2. Wait for return approval
3. Place a new order separately

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European Union 14-Day Cooling-Off Period

For orders shipped to countries within the European Union, customers may cancel or return their order within 14 days of delivery for any reason and without justification.

Returned items must still meet all eligibility conditions outlined in this policy.

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Return Shipping Costs

Seller Pays Return Shipping

If the item:

• Arrived damaged
• Was defective
• Was incorrect
• Was not as described

Buyer Pays Return Shipping

If the return is due to:

• Change of mind
• Personal preference
• Ordering the wrong item, size, or color

We recommend using a reliable tracked shipping service. Xwaho is not responsible for returns lost during transit.

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No Delivery Refunds

If your package is not delivered within the estimated delivery timeframe, you may contact us for assistance or a refund review.

If the package arrives after a refund has already been issued, you may keep the item unless otherwise requested by Xwaho.

Situations Where Refunds May Not Be Approved

Refunds or compensation may not be available in the following situations:

1. Acts of Nature
   Delays or delivery failures caused by severe weather, natural disasters, floods, earthquakes, storms, pandemics, or other force majeure events.
2. Courier or Logistics Issues
   Problems caused by courier strikes, transportation disruptions, customs delays, equipment failures, or operational issues outside our control.
3. Incorrect Address Information
   If the customer provides incomplete, inaccurate, or incorrect shipping details.
4. Missed Delivery or Refused Package
   If delivery fails because the recipient was unavailable or refused delivery.
5. Pending Pickup
   Once the package status changes to “awaiting pickup” or “pending pickup,” refunds or reshipments may no longer be available.
6. Rescheduled Deliveries
   Refunds may not apply if the customer requests delivery changes after shipment.
7. Delivered Within Estimated Timeframe
   Refunds are not provided for packages successfully delivered within the estimated timeframe.
8. Policy Violations or Abuse
   Refunds may be denied in cases involving fraud, abuse, chargeback misuse, or violations of our policies.
9. Customs or Regulatory Changes
   Refunds are not available for delays caused by customs restrictions, import regulations, or government policy changes.
10. Late Tax or Duty Payments
    If delivery fails because customs duties, taxes, or import fees were not paid by the customer.

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Additional Return & Refund Conditions

Refund requests may also be reviewed in situations where:

• A supplier fails to fulfill agreed shipping or after-sales obligations
• Incorrect shipping services or methods were used
• Unauthorized additional shipping charges were requested after purchase
• Unacceptable or abusive communication affected the customer experience

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Refund Processing

Once your returned item is received and inspected, we will notify you whether your refund has been approved or rejected.

If approved:

• Refunds will be issued to the original payment method
• Refund processing usually takes 10–15 business days after approval
• Additional processing time may apply depending on your bank or payment provider

If more than 20 business days have passed since your refund was approved and you still have not received it, please contact us at info@xwaho.com.

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Important Notes

• Please use only the approved return address provided by our support team
• Carefully pack returned items to avoid damage during transit
• Xwaho is not responsible for personal belongings accidentally included in return packages
• Original shipping fees are generally non-refundable unless the return is caused by our error
• Returns that do not meet our policy conditions may be rejected or partially refunded

For any questions regarding returns or refunds, please contact us at:

Email: info@xwaho.com