Thank you for shopping with XTOOL! We are committed to providing high-quality products and excellent customer service. However, we understand that sometimes a product may not meet your expectations. Please carefully read our return policy below to ensure a smooth return process.
Return Window
You can return most new, unopened items within 30 days of delivery for a full refund. If the product arrives damaged or defective, you have 30 days to request a return or exchange. Items must be returned in their original condition with all packaging and documentation. (Except for virtual products)
Return Shipping
· We Pay for Return Shipping if the return is the result of our error, such as:
o Incorrect or damaged items received
o Duplicate shipments
· Customers Pay for Return Shipping if the return is for personal reasons, such as:
o No longer wanting the item
o Accidental order
o Wrong item ordered
How to Initiate a Return
- Contact Us: Email us at info@xtoolglobal.com with your order number and details about your return (photos/videos for damaged items, if applicable).
- We’ll Respond: We aim to reply within 48 hours to confirm your return details.
- Ship the Item: Use the return label provided (if applicable), and ship the item back in its original packaging.
Once we receive and inspect the return, we’ll issue a full refund to your original payment method or exchange the item for you.
Non-Returnable Items
Some items, such as clearance or sale items, cannot be returned or refunded. Custom products, including Bluetooth adapters (VCI), are also non-returnable unless there is a quality issue. Additionally, any item that is not in its original condition—such as those with missing accessories, damaged packaging, or signs of use—may be subject to restocking fees or may not be eligible for return.
If the product was received damaged due to shipping or if the wrong item was sent, please contact us immediately for assistance.
Return Policy for Virtual Products:
Our virtual products, including software renewal services, are non- physical items that are delivered electronically. Please read the following guidelines regarding returns for these products:
- Refunds: Refund requests for virtual products are only accepted within 24 hours of placing the order.
- Post-Service Refunds: Once we have sent an email containing an Activation Code or confirmed that the update service has been applied to the device, the service is considered fully provided, and refunds will no longer be supported.
- Service Withdrawal: If a refund is requested after the service has been applied, the software update will need to be withdrawn, which may result in the device becoming temporarily or permanently unavailable.
- Exceptions: Refunds will not be issued for any services that have been fully utilized or applied.
By purchasing a virtual product, you acknowledge and agree to these terms.
For more details or specific questions, don’t hesitate to contact us. We’re here to help!
Contact Us:
- Website Chat Window (Preferred)
- Email: info@xtoolglobal.com
- Tel: +86 18926548450 (Mon-Fri) 9:00AM -7:00PM (GMT+8)