1.Return and Refund Timeframe:
Your return and refund request must be submitted within 30 days from the date you received the physical product or from the date of purchase for digital products.
To be eligible for a return and refund, the order must be a new, unused product with the manufacturer’s original tags and fall into one of the following categories:
1.2 For physical products such as books, artwork, clothing, etc.:
- Incorrect size or color: If the product is delivered in the wrong size or color, you have the right to request a return and refund or exchange.
- Defective or damaged goods: If the product you receive has a technical defect from the manufacturer or is damaged during transportation.
- Product does not match the description: If the product does not match the description on the website or in the advertising.
- Canceling an order before delivery or production: If you wish to cancel an order before the product is delivered or produced, especially for custom-made products.
- Do not receive the product within 15 days from when you received the email notifying you that your order has been prepared and shipped.
1.2 For digital products:
- Non-functioning or technical issues: If you purchase a digital product and it does not work or has technical issues.
- Does not match the description: If the digital product does not match the original description or what was advertised.
- Canceling an order before downloading: If you have purchased a digital product but have not yet downloaded it (cancellation and refund requests must be made within 30 days from the date of purchase).
1.3 Cases Not Eligible for Cancellation, Return, and Refund:
a. For digital products:
- Products that have been used correctly.
- Products that have been partially or fully downloaded, as they have been delivered as promised.
- Products that are not compatible with your device.
b. For physical products:
- Orders delivered incorrectly or lost due to user-provided incorrect shipping information.
- Products that have been used or damaged after receipt due to user error or natural wear and tear.
- Exceeding the refund period: The refund time for physical products is 30 days from the date of receipt. If you request a refund after that time, your request may be denied.
- User-caused issues: If the reason for cancelation and refund is due to user error or negligence (e.g., purchasing the wrong product, size, color, type), the request may be denied.
2. How to Request a Refund:
2.1. Through the Website:
Visit https://xuka.store/contact/ and submit your request via the contact form. Please make sure to provide the following information for expedited processing:
- Order number.
- Contact information if different from the order details.
- Reason for the refund request.
2.2. Through Facebook Fan Page:
Visit Xuka Store and send us a direct message. Please attach the following information:
- Order number.
- Contact information if different from the order details.
- Reason for the refund request.
2.3. Via Email:
We accept customer refund requests via email at info@xuka.store. If sending a refund request via email, please note the following requirements for expedited processing:
- Email Subject: Refund Request.
- Email Content:
- Order number.
- Contact information if different from the order details.
- Reason for the refund request.
2.5. In-Store:
We accept return and refund requests in person at 1820 Tahiti Ln, Alabaster, AL 35007, United States. When visiting our store, please bring the product and purchase receipt if you bought directly from our store.
3. Return Shipping:
For physical products (e.g., clothing, books, artwork, hats):
- We will provide you with a return label via email, which you need to print and affix to the package when returning the product to us.
- We are not responsible for any products that customers send to our store without following the return label provided. Therefore, please be patient and make sure you have attached the return label to the package you are sending to us. Do not send the item without receiving a confirmation email and the return label we send.
4. Return Fee:
We do not charge cancellation, return, and refund fees.
5. When Will I Receive the Refund:
All refunds will be issued in the original form of payment. The time it takes to receive a refund will depend on the type of product and the payment method.
5.1 Processing time for refund requests for each product type:
Physical products
- After we receive the returned product and confirm that the product meets the return conditions, we will issue the refund within 3-7 business days.
- We will deny a refund request if the product is damaged or does not meet the return conditions.
Digital products
- After we confirm the refund request, we will issue the refund within 1-3 business days.
- We will revoke the download rights for the product, so please do not download the product. We will cancel the refund request if you attempt to download the product.
5.2 The time you receive money depends on each payment method
Credit or debit cards
- In most cases, the refund will be credited immediately to your account. However, the actual time may vary depending on your bank. Typically, it takes 1-2 billing cycles for the refund to appear on your credit card statement.
PayPal or online payment gateways
- Refunds are typically processed quickly and can appear within a few hours to a few days.
Notes
- We will notify you when your refund has been processed.
- You can track the status of your refund request in your account.
6. Contact
Your satisfaction is our priority, and we are here to address any concerns you may have regarding our products or services. Please reach out to us using the following contact information: Thank you for choosing Xuka Store. We appreciate your trust in us and are committed to delivering a seamless shopping experience.
