Return & Refund Policy

1. Our Commitment

We want you to feel confident when shopping with XIAOZHE. If you are not completely satisfied with your purchase, you may request a return in accordance with the conditions below.

This policy does not limit any mandatory consumer rights available under applicable law.

2. Return Window

Under our standard return policy, you may request a return within 15 days of receiving your order. If an order is delivered in multiple shipments, the return period begins when you receive the final item.

3. Standard Return Conditions

To qualify for a standard return, the product should:

• Be unused, uninstalled and in its original condition;
• Include all supplied accessories, mounting hardware, instructions and components;
• Include the order number or valid proof of purchase;
• Be securely packed to prevent damage during return shipping.

Original packaging should be used where reasonably possible to help protect the product during transit.

Products that have been installed, altered, damaged after delivery or returned with missing components may not qualify for a full refund.

Products made to the customer’s specifications or clearly personalized are not eligible for a standard change-of-mind return unless they arrive damaged, defective or incorrect. This exclusion applies only where permitted by law.

These conditions do not limit your rights regarding products that arrive damaged, defective, incorrect or otherwise fail to meet applicable legal requirements.

4. How to Start a Return

1. Email info@xiaozhetech.com with your order number, the product you wish to return and the reason for the return.
2. We will normally respond within 1–2 business days with return instructions and the approved return address.
3. Securely pack the product and all supplied accessories, instructions, mounting hardware and components.
4. Send the package using a trackable shipping service and retain the receipt and tracking number.

Returns sent without prior authorization may be delayed or refused where permitted by applicable law.

Do not return a product to the address printed on the original parcel unless we specifically confirm that address. The approved return address may be different from the original shipping address.

5. Return Shipping Costs

For an unwanted but non-defective product returned under our standard return policy, the customer is responsible for the return shipping cost.

If a product arrives damaged, defective or incorrect, XIAOZHE will cover the approved return or replacement shipping cost.

EU statutory withdrawal

• The customer is normally responsible for the direct cost of returning the goods, provided this responsibility was disclosed before purchase.
• XIAOZHE will refund the standard outbound delivery charge originally paid where required by applicable law.
• Additional charges for expedited, premium or non-standard delivery are not refundable unless required by applicable law.

6. Damaged, Defective or Incorrect Orders

Please inspect your order as soon as reasonably possible after delivery.

If a product arrives damaged, defective, incorrect or with missing components, contact us and provide:

• Your order number and a clear description of the issue;
• Clear photographs or videos of the product;
• A photograph of the shipping label;
• Photographs of the outer packaging and any visible damage;
• Details of any missing components, where applicable.

Please retain the product and all packaging while we review the case.

After verification, we will arrange an appropriate solution. Depending on the circumstances and applicable law, this may include replacement parts, repair, replacement, a price adjustment or a refund.

Prompt reporting helps us investigate shipping damage with the carrier and does not limit mandatory consumer rights.

7. Refunds

Once we receive and inspect a standard return, we will notify you whether the refund has been approved.

Approved standard refunds are normally issued to the original payment method within 5 business days after inspection. Your bank, card issuer or payment provider may require additional processing time.

Original outbound shipping charges are not refundable for standard change-of-mind returns unless required by applicable law.

8. Restocking Fees and Deductions

We do not charge a restocking fee for approved returns.

This does not prevent a reasonable deduction for loss in product value caused by:

• Installation or use;
• Damage occurring after delivery;
• Missing accessories, hardware, instructions or components;
• Alteration or unauthorized modification;
• Handling beyond what is reasonably necessary to inspect the product.

Any deduction will only be applied where permitted by applicable law and will reflect the actual reduction in the product’s value.

9. Exchanges

We do not normally offer direct exchanges.

If you would like a different product, size, colour, connector, voltage or specification, please place a new order and return the original product through the return process above.

Products that arrive damaged, defective or incorrect may qualify for repair or replacement after verification.

10. Order Cancellations

You may request cancellation before an order has been dispatched.

To request cancellation, contact us immediately at info@xiaozhetech.com or submit a request through your customer account.

We cannot guarantee cancellation after an order enters processing, production, customization or fulfilment.

Once an order has been dispatched, it cannot be cancelled and must be handled through the applicable return process.

11. Customer Account Requests

You may submit a return or cancellation request through your customer account.

If you checked out using only a phone number, use the link provided in your SMS order confirmation.

You may also contact us directly by email if the online request option is unavailable.