Refund policy

Return and Refund Policy

Last updated: September 2, 2026

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 in that order.

EU customers may also exercise their statutory right of withdrawal within 14 days of receiving the goods, in accordance with applicable consumer protection laws. Additional statutory rights may apply depending on the customer’s country or region.

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 applicable 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

Before sending any product back, please request return authorization from XIAOZHE.

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. Our customer service team 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.

  5. Retain your shipping receipt and tracking number until the return has been completed.

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

Please 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.

For EU customers exercising the statutory right of 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.

Some lighting fixtures, EV chargers, and other large or heavy products may not be suitable for return by ordinary post. Return costs may vary significantly according to the product size, weight, destination, and carrier. Customers may contact us before purchasing to request an estimated return cost.

6. Damaged, Defective, Incorrect, or Incomplete Orders

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

If a product arrives damaged, defective, incorrect, or with missing components, contact info@xiaozhetech.com and provide:

  • Your order number;

  • 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.

Reporting shipping damage promptly helps us investigate the issue with the carrier. Any requested reporting period does not limit mandatory rights available under applicable consumer protection laws.

7. Refunds

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

Approved standard refunds will normally be issued to the original payment method within 5 business days after inspection. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

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

For EU customers exercising the statutory right of withdrawal, reimbursement will be made within 14 days after we are informed of the withdrawal. We may withhold reimbursement until we receive the returned goods or the customer provides evidence that the goods have been sent back, whichever occurs first.

Refunds will be issued using the original payment method unless another method is expressly agreed and permitted 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 by following 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 to cancel an order before it has been dispatched.

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

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

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

If we successfully cancel an order before dispatch, any approved refund will be issued to the original payment method.

11. Customer Account Requests

You may log in to your customer account to submit a return or cancellation request:

https://www.xiaozheshop.com/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.

12. Contact Us

For return, refund, replacement, or cancellation questions, contact:

  • Email: info@xiaozhetech.com

  • Customer service hours: Monday–Friday, 9:00 AM–6:00 PM (GMT+8)

  • Response time: Within 1–2 business days