Return & Refund

Order Cancellation

At Xmatch, we are happy to process order cancellations as long as the order has not yet been shipped. If your order is canceled, the refund will be credited back to the original payment method used.

Kindly note that once an order has been shipped, we are unable to cancel it. To avoid any inconvenience, please reach out to us as soon as possible if you need to cancel your order before it has been shipped.

Returns (If Applicable)

We offer a convenient 30-day return policy. Within 30 days after delivery, you may submit a return request by contacting our customer service team via email xmatch.service@xmatch.shopping.

To be eligible for a return, the item must be in its original, unused condition and with the original packaging. Our customer service team will provide a return address for you to send the item back.

Please note that customized orders or items are not eligible for the 30-day return policy.

If you receive a damaged package, please retain the original packaging and take photos of both the package and the damaged product. Contact us at xmatch.service@xmatch.shopping or call 1-(626) 249-4044 within one week to report the issue. Our team will work to resolve the matter as soon as possible.

Return Fees

Xmatch has a clear and fair return policy for all customers. If the return is initiated by the customer for personal reasons, the customer is responsible for covering the shipping costs. However, if the return is a result of our error, such as a damaged product or quality issue, Xmatch will bear the shipping expenses. If it is not seller's fault for the return, there is restocking fees if not the original goods returned.

For oversized item, it is always shipped via LTL shipment. It might be difficult for you to fina and choose a suitable logistics company after we agree to return the goods. In this case, you can contact us and place a shipping order for LTL return label (BOL) and pallet label for you, with a flat return fee based on the distance between your address to our Return Warehouse.

Refunds (If Applicable)

Upon receipt and inspection of your returned package, you will receive an email notification regarding the status of your refund. If your refund is approved, it will be credited back to your account, typically within 24-48 hours for PayPal or 7-10 business days for credit card transactions (subject to your credit card company or bank's processing time).

In the case of a rejected refund, we will provide a reason for the rejection and offer either a revised refund amount or alternative solution. If you disagree with the rejection, please provide additional information for us to review the matter further.

Note

Once your refund has been approved, kindly allow for the necessary processing time for the funds to be returned to your account. If you have not received your refund within the expected timeframe, please reach out to our customer service team at xmatch.service@xmatch.shopping for assistance.

In the event that we have processed and submitted your refund, the responsibility for the further processing lies with third-party providers such as PayPal, banks, or credit card companies. Should you require additional support, we would be happy to provide you with a refund voucher to present to them.

Apply for A Return and LTL Return Cost

Please send us your return request to our Email xmatch.service@xmatch.shopping officially, and we will arrange the most suitable return address after we agree to return the goods. Buyer may have better logistics resource but If you need to get shipping label from Xmatch and the shipping cost is on buyer's side, we will provide cost for you. The shipping cost will be deducted from your order payment refund.