RETURN & REFUND POLICY

(Applicable to customers of XTECH ENGINEERING CO., LTD.)

1. Scope of Application

  • Customers in Hanoi and Ho Chi Minh City: Products can be returned/exchanged directly at XTECH offices.

  • Working hours: 8:00 AM – 5:00 PM, Monday to Saturday (excluding Sundays and public holidays).

  • Customers in other provinces/cities: Please contact XTECH in advance to inform the reason for return/exchange. After confirmation, customers may send products to the nearest XTECH office via courier service.

2. Eligible Cases for Return/Exchange

2.1. Errors from XTECH

  • Delivered product does not match the order (different model, specifications, or type).
  • Product is defective or damaged during transportation.

2.2. Customer’s Request

  • Customer wishes to exchange for another product, change model, color, or specifications.
  • This case will only be considered under special conditions (e.g., high-value orders, loyal customers).

3. Conditions for Returned/Exchanged Products

  • Products must be intact, unused, in original packaging, with full invoice, accessories, warranty card/label, manuals, and gifts (if any).
  • Must not be dirty, scratched, damaged, deformed, or have unusual odors.
  • Customers are responsible for shipping costs when returning/exchanging due to personal reasons.
  • Note: Products not meeting the above conditions will be returned to the shipping address provided in the order.

4. Return & Refund Method

  • Free return/exchange or refund will be applied if the error is caused by XTECH (Section 2.1).
  • Returns/exchanges for personal reasons (Section 2.2) are not applicable, unless specially approved by XTECH under preferential policies.