1.1 Eligibility for Returns

  • Returns are accepted within 30 days (or other timeframe you choose) from the date of delivery (or collection) — unless otherwise specified.
  • To be eligible, the item must be unused, in original condition, with all tags and packaging intact.
  • Custom, made-to-order, or special-order items may be non-returnable, unless defective or damaged on arrival.

1.2 Return Procedure

  1. Contact Xcity’s support team with order number, item(s), reason for return, and photos (if damage or defect).
  2. Xcity will issue a Return Merchandise Authorization (RMA) if approved, along with instructions on how and where to send the item.
  3. Ship the item in secure packaging to the designated return address, at your cost (unless Xcity agrees otherwise).

1.3 Refunds & Credits

  • Once the returned item is received and inspected, Xcity will notify you and, if approved, issue a refund.
  • Refunds are processed to the original payment method, usually within 5–10 business days.
  • Shipping fees are non-refundable (unless the return is due to error, defect, or damage).
  • For partial returns, only the portion relating to returned items is refunded.

1.4 Exchanges & Replacements

  • If you wish, Xcity may offer to exchange the item (for a different size/model) or send a replacement.
  • You may need to pay additional shipping if the replacement item has higher cost or weight.

1.5 Damaged or Defective Items

  • If an item arrives defective, damaged, or incorrect, contact Xcity within 7 days of receipt with supporting photos.
  • Xcity will cover return shipping and either replace the item or issue a full refund.

1.6 Cancellation

  • You may cancel or modify an order before it is processed or shipped.
  • Once the order has been shipped, cancellation is no longer possible; return procedures must be followed after delivery.

1.7 Partial Returns & Non-Returnable Items

  • Some items may be non-returnable (e.g. perishable goods, sanitary items, custom products).
  • If a partial return causes an order to fall below a promotional threshold (e.g. free shipping), Xcity reserves the right to deduct shipping or adjust the refund.

1.8 Limitation of Liability

  • Xcity is not responsible for return shipments lost or damaged in transit — we recommend using tracked, insured shipping.
  • Refunds are contingent upon receipt and inspection of returned items.