Refund policy
Returns, Exchanges, and Cancellations Policy
At XO STORE, our goal is to ensure customer satisfaction while maintaining the integrity of our transactions. Our policies on returns, exchanges, and cancellations are designed to be fair and transparent.
Here's an updated overview:
General Policy:
- No Convenience-Based Changes: We do not accept changes, returns, exchanges, or cancellations for personal reasons. Ensure all order details are correct before finalizing.
For International Orders:
- Compliance with Local Laws: For customers outside Japan, returns are possible within 14 days of receipt following our process, aligning with local laws in the EU and UK.
Non-Returnable Circumstances:
- Delivery Errors and Address Issues: Orders returned for reasons such as incorrect address, relocation, absence, or unpaid customs will not be eligible for cancellation or reshipment. It's crucial to provide accurate shipping information.
Specific Conditions on Returns and Exchanges:
- Warehouse Policy: Items in our warehouse for more than 8 days post-arrival cannot be returned or exchanged. Check your order promptly upon receipt.
- Defective Products and Replacement Policy: If your order is defective or incorrect, contact us within 7 days. However, we cannot accept returns/exchanges if we're unable to find a suitable replacement.
- Condition of Returned Items: Only unused items in their original packaging, including all accessories and enclosures, are eligible for return or exchange. Damaged, soiled, or used items will not be accepted.
- Damage During Shipping: If your order arrives damaged, keep all packaging and immediately contact the delivery company. Do not discard the shipping box as it may be needed for the exchange process.
- Exchanges for Unused Goods: We only exchange items that are in new condition. Used, washed, or damaged goods by the customer will not be eligible.
- Playback Issues: Exchanges due to compatibility or playback issues with devices other than specified media players are not accepted.