Refund policy

Return & Refund Policy
Last updated: [2025]

1. Eligibility for Return

  • You may return any product within 30 days of receipt.

  • To be eligible, the item must be:

    • Unused, in the same condition as you received it.

    • In the original packaging (including box, filters, any accessories, instruction manual, warranty card).

  • Items that have been installed, used, damaged, or missing parts may not qualify for a full refund.

2. Non-returnable items

  • Consumables, replacement cartridges or filters that have been opened or used.

  • Items outside the 30-day return window.

  • Items damaged due to improper installation or misuse.

  • Any free gifts or bundled items that were given free (unless you return the full bundle).

3. How to Return

  • Contact our Customer Service at [insert email] or call [insert phone number] and provide your order number, product name, and reason for return.

  • We will send you instructions and a return authorization (RMA).

  • Pack the item securely, include all original materials, and ship to:
    [Insert Return Address]

  • You are responsible for return shipping costs unless the product is defective or we shipped the wrong item.

4. Refunds

  • Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 7 business days.

  • Shipping fees (original delivery) are non-refundable.

  • If the product is defective, we may offer a replacement or full refund including shipping.

5. Exchanges

  • If you wish to exchange an item, contact us and we’ll arrange shipping of the new item (you may need to pay any difference in price or shipping).

6. Defective or Incorrect Items

  • If you receive a defective or incorrect product, please contact us within 14 days of receipt with photos of the item and packaging.

  • We will provide a pick-up or shipping label and deliver the correct or replacement product at no extra cost.

7. Warranty Support

  • All XAY products are covered by a [insert number]-year warranty from the date of purchase (proof of purchase required).

  • Warranty covers manufacturing defects only — does not cover damage from improper installation, abuse, or normal wear & tear.