At XOOBAY, we are committed to providing global users with a convenient, transparent, and secure shopping experience. To ensure you clearly understand the logistics and delivery process, fee rules, and return rights when purchasing on our platform, we have formulated this Shipping and Return Policy, which details the operational standards and applicable conditions for each link. Please read this policy carefully before shopping; completing an order payment will be deemed as your understanding and acceptance of all terms herein.

Part 1: Shipping Policy

This policy applies to domestic and international shipping services for all products on the XOOBAY platform. Specific rules will be flexibly adjusted based on the delivery destination, product attributes, and order amount. The final shipping information shall be subject to what is displayed on the checkout page.

1. Shipping Options: Flexible Selection Based on Destination and Timeliness Needs

We offer multiple shipping solutions, allowing you to independently select the appropriate delivery method during checkout based on the urgency of your order and budget.

1.1 Domestic Shipping (Limited to Supported Regions Within the Country)

For domestic orders, we collaborate with top local logistics partners (such as SF Express, Yunda Express, etc.) to ensure delivery efficiency and package security:

• Standard Shipping:Applicable to non-urgent orders. Orders will be picked, packed, and shipped within 2 business days after payment is completed (holidays excluded). During peak logistics periods (e.g., Double 11, Spring Festival), processing time may be extended by 1-2 business days, and we will issue a notice on the platform homepage in advance.The standard delivery time is usually 3-5 business days, with the exact arrival time depending on your delivery address (remote areas such as mountainous regions and border counties may require an additional 1-2 business days).Packages are shipped via "room-temperature delivery" by default. For products requiring special storage (e.g., food, cosmetics), we will provide free insulation bags, ice packs, and other packaging materials to ensure product quality.
• Express Shipping:Applicable to urgent orders. After selecting this option, your order will enter the "priority processing channel"—it will be shipped within 1 business day, and the delivery time will be shortened to 3 business days (including holidays). Remote areas may require an additional 1 business day at most.Express shipping supports "door-to-door delivery" and provides a signature confirmation service (the recipient must sign with an ID card or mobile verification code to prevent misdelivery).

1.2 International Shipping (Covering Over 100 Countries/Regions; Subject to Checkout Page for Details)

For cross-border orders, we partner with well-known international logistics providers (such as Yanwen, EUB, DHL, FedEx, SF Express International) and have completed customs filing in some countries to streamline the customs clearance process:

• Service Availability Check:After you enter your delivery address, the system will automatically verify whether international shipping is supported for that region. If shipping is temporarily unavailable (e.g., due to international logistics restrictions, war-torn areas), the checkout page will display "Delivery to this address is temporarily unavailable." You may try changing your delivery address or contact customer service for alternative solutions.
• Delivery Time Description:International shipping time is affected by four stages: "domestic fulfillment, international transportation, destination customs clearance, and local delivery." The total time is usually 7-14 business days.Delivery time may be extended under the following special circumstances:① Strict customs inspection at the destination (e.g., the EU, the US, and other regions have longer inspection cycles for cosmetics and electronic products, which may add 3-5 business days);② Logistics congestion after holidays or large-scale promotions (e.g., 1 month before Christmas, Black Friday);③ Special product types (e.g., liquids, battery-containing products require dedicated shipping channels, adding 2-3 business days).
• Customs Fees and Tax Rules:Customers shall bear all fees arising from international shipping, including customs duties, value-added tax (VAT), and customs clearance fees (these fees are not included in the order amount or shipping cost).During customs clearance, the logistics provider will notify you to pay the relevant fees in accordance with the requirements of the destination customs. If you refuse to pay, resulting in the package being returned or confiscated, XOOBAY will not be liable for any losses, and you shall bear the two-way shipping costs incurred by the return.We recommend checking the customs tax policies of the destination country/region (e.g., the duty-free limit for personal-use products in Mainland China, the unified VAT rate in the 27 EU countries) before purchasing to avoid delivery delays due to fee issues.

2. Shipping Fees: Transparent Calculation with Free Shipping Promotions

Shipping fee calculation rules are publicly available—you can view the shipping amount in real time on the checkout page. We also regularly launch free shipping promotions to further reduce your shopping costs.

2.1 Shipping Cost Calculation Method

• Domestic Orders:Shipping fees are calculated based on three core factors: product weight + packaging volume + delivery distance. The specific formula is:Base shipping fee (set according to the city tier—e.g., starting at $5 for first-tier cities, $7 for second-tier cities) + overweight fee ($1 per additional 1kg; fractions of 1kg are charged as 1kg) + oversize fee ($1 per 10cm over the standard volume of 60cm×40cm×30cm).During checkout, the system will automatically retrieve the product attributes (weight, volume) and delivery address to generate the final shipping fee, with no hidden costs.
• International Orders:Shipping fees mainly depend on the "destination country/region" and "actual product weight," adopting a "tiered pricing" model (for specific shipping fees, refer to the seller’s options, such as economic parcel, registered parcel, EUB, expedited courier).Important note: International shipping does not support "dimensional weight conversion." For lightweight and bulky products (e.g., down jackets, pillows), fees are still calculated based on actual weight. However, we will optimize packaging (e.g., compressed packaging) to minimize shipping costs.In addition, the "customs declaration fee" for international orders (usually $20-$50 per order) is included in the shipping fee and requires no additional payment. However, customs duties and taxes shall be borne separately by you (see Section 1.2 of this policy).

2.2 Free Shipping Promotion Rules

To reward users, XOOBAY regularly launches free shipping activities. Specific conditions are subject to the activity page; common promotion types include:

• Free Shipping on Minimum Purchase: e.g., "Free standard shipping for domestic orders over $299." The order amount is calculated based on the "actual payment after deducting coupons" and does not include taxes or service fees.
• Free Shipping for Selected Products: Some best-selling products (e.g., maternal and infant products, home appliances) will be marked with a "Free Shipping" label. Purchasing such products entitles you to free shipping without meeting a minimum purchase requirement.
• Member-Exclusive Free Shipping: XOOBAY Platinum members and above can enjoy "2 free standard shipping for domestic orders per month." Beyond this limit, free shipping on minimum purchase still applies. Premium members can additionally enjoy "2 free express shipping for international orders per year."

All free shipping activities have a validity period and cannot be combined with other shipping discounts. If a partial return results in the remaining product amount no longer meeting the free shipping requirement, we will deduct the original shipping fee from the refund.

3. Order Processing: Standardized Procedures with Real-Time Progress Updates

From order placement to product shipment, we have established strict order processing procedures and provide real-time progress updates via email and SMS to ensure you stay informed of your order status.

3.1 Order Confirmation: Verification Completed Within 10 Minutes of Placement

• After you submit an order and complete payment, the system will verify the "payment information," "inventory availability," and "address validity" within 10 minutes and send an Order Confirmation Email to your registered email address.The email includes: order number, product list (name, quantity, unit price), actual payment amount, delivery address, contact information, estimated shipping time, and estimated delivery date.
• If you do not receive the confirmation email within 30 minutes of payment, first check your "spam folder" (some email services may classify system emails as spam). If the email is still not found, contact XOOBAY customer service (email: help@xoobay.com) with your order payment proof. We will resend the confirmation information within 1 business day.
• After order confirmation, if you need to modify product specifications (e.g., color, size) or delivery information, contact customer service within 1 hour of payment. After 1 hour, the order may have entered the "picking stage," and modifications cannot be guaranteed. If modification fails, you may apply for a return after receiving the product and place a new order.

3.2 Processing Time: 2 Business Days Normally, Adjustable During Peak Periods

• Under normal circumstances, orders will complete the entire processing process (picking, inspection, packaging, logistics label printing, handover to the logistics provider) within 2 business days after payment.The "inspection link" strictly checks product appearance, functionality, and packaging integrity (e.g., testing power-on and charging functions for electronic products; checking thread ends and size labels for clothing) to ensure no quality issues with shipped products.
• Processing time will be appropriately extended under the following special circumstances, and we will notify you in advance via platform announcements or SMS:① During large-scale promotions (e.g., Double 11, 618): Processing time is extended to 3-4 business days;② Pre-ordered products: Processing time is subject to the "estimated shipping time" marked on the product detail page (e.g., "Pre-order: Ships within 7 business days of payment");③ Products requiring special packaging (e.g., fragile items, oversized products): Processing time is extended by 1 business day to ensure packaging meets shipping standards (e.g., fragile items are protected with double-layer packaging of foam boxes and bubble wrap; oversized products are reinforced with wooden frames).

3.3 Transparent Processing Progress: Real-Time Query Supported

Log in to your XOOBAY account, go to the "My Orders" page, and view the real-time processing status of your order. Status descriptions are as follows:

• "Pending Payment": The order has been created but not yet paid (unpaid orders will be automatically canceled after 24 hours);
• "Pending Processing": Payment is successful, the system has confirmed the order, and it is waiting to enter the picking stage;
• "Picking in Progress": Warehouse staff are selecting products according to the order list;
• "Inspection in Progress": Products have been picked and are undergoing quality inspection;
• "Packaging in Progress": Products have passed inspection and are being packaged with logistics labels attached;
• "Pending Shipment": Products have been packaged and are waiting for the logistics provider to collect them;
• "Shipped": The logistics provider has collected the package, generated a tracking number, and you can start tracking the logistics progress.

4. Order Tracking: Multiple Channels for Real-Time Logistics Updates

After your product is shipped, we provide multiple tracking methods to ensure you stay informed of the package’s location and estimated delivery time.

4.1 Shipment Tracking: Tracking Information Synced Within 24 Hours of International Shipping

• After the logistics provider collects the package, the tracking number and initial logistics information (e.g., "Received at Shenzhen Warehouse") will be uploaded within 24 hours. We will immediately sync the tracking number to your XOOBAY account and send a Shipment Notification Email, which includes the tracking number and a query link.
• You can track logistics progress through the following 3 methods:① Log in to your XOOBAY account: Go to "My Orders," find the corresponding order, and click "Track Logistics" to view real-time logistics status (for international tracking numbers: https://www.17track.net/en);② Logistics provider’s official website: Copy the tracking number, log in to the official website of the corresponding logistics provider (e.g., SF Express official website, DHL official website), and enter the tracking number on the "Logistics Query" page to view detailed logistics history (including processing time and location of each transit hub);③ Customer service assistance: If you cannot query via the above methods, contact XOOBAY customer service with your order number or tracking number. We will query and provide feedback within 1 business day.
• Logistics tracking information may be "updated with delays" (e.g., during international transportation, data updates by the logistics provider may be delayed by 1-2 business days when the package is in cross-border transit). If logistics information is not updated for more than 3 business days, contact customer service promptly—we will coordinate with the logistics provider to follow up on the package status.

4.2 Multiple Shipments: Split Delivery with Individual Tracking for Each Package

• If your order contains multiple products, they may be split into multiple packages and shipped separately due to "different warehouse locations," "different inventory positions," or "incompatible product attributes for combined shipping" (e.g., liquids and electronic products cannot be shipped together).
• After each package is shipped, we will send a separate Shipment Notification Email marked with "This is Package X of Order XXX" and provide the corresponding tracking number. You can view the shipping status and tracking information of all packages on the "My Orders" page (marked as "Package 1/2," "Package 2/2," etc.).
• Delivery times for split packages may vary (usually with a 1-2 business day interval). If you only receive part of the packages, first check the logistics status of the remaining packages via tracking information. If the remaining packages have not been received within 3 business days of the estimated delivery time, contact customer service to verify and prevent package loss.

5. Delivery Issues: Clear Responsibility Division with Support Solutions

In case of address errors, package loss, damage, or other issues during delivery, we will provide corresponding solutions based on responsibility attribution to minimize your losses.

5.1 Address Errors: Timely Modification Is Key; Adjustments Cannot Be Guaranteed After Processing

• After payment, if you find an error in the delivery address (e.g., incorrect house number, invalid contact number), contact XOOBAY customer service within 1 hour of payment with the correct address information. We will try to coordinate with the warehouse to modify it. If the order has entered the "packaging" or "shipped" stage, the warehouse cannot directly modify the address—you must contact the logistics provider independently (find contact information via the tracking number) to apply for an "address change service" (some logistics providers may charge an address change fee, which shall be borne by you).
• If the package is returned, lost, or delayed due to incorrect or incomplete address information provided by you, XOOBAY will not be liable. After the package is returned, we will notify you to pay the secondary shipping fee (charged at the original order shipping amount) for re-delivery. If you refuse to pay, we will process a refund (deducting the original shipping fee).

5.2 Lost or Stolen Packages: Clear Responsibility Boundaries with Necessary Support

• Responsibility Division Standards:XOOBAY only bears the responsibility of assisting with verification for package loss before the logistics provider confirms delivery. If the logistics system shows "Delivered" (including personal signature, third-party signature, or collection at a parcel station/locker), the package is deemed successfully delivered. For subsequent loss or theft, you must communicate with the signatory, collection point, or local public security authorities independently—XOOBAY will not be liable for compensation.
• Processing Process for Undelivered Lost Packages:
1. If you find that the package has been stuck at the same logistics node for more than 5 business days (e.g., "In Transit" with no updates) or marked as "Lost," contact XOOBAY customer service within 3 business days of discovering the issue, providing your order number, tracking number, and logistics screenshots;
2. Customer service will contact the logistics provider within 1 business day to initiate a "Package Loss Verification Application." The logistics provider usually takes 7-10 business days to complete internal verification (including retrieving transportation monitoring, confirming transit records, etc.);
3. If the logistics provider confirms the package is lost, we will offer two solutions:
• Option 1: Free re-delivery (you must confirm the correct delivery address; re-delivery time is the same as the original order);
• Option 2: Full refund (including product amount + original shipping fee). The refund will be returned via the original payment method within 3 business days of confirmation of loss. The exact arrival time is subject to the rules of the bank/payment platform.
• Special Notes:If you choose "collection at a parcel station/locker," the logistics provider marking "Delivered to Collection Point" is deemed successful delivery. If the package cannot be found at the collection point afterward, you must negotiate compensation with the collection point independently. XOOBAY can assist in providing order proof but will not bear direct responsibility.

5.3 Damaged Packages: Timely Feedback + Evidence Submission to Protect Your Rights

• Feedback Timeframe and Evidence Requirements:When signing for the package, we recommend opening it on the spot to check the product condition. If the outer packaging is damaged, you may refuse to sign and ask the logistics provider to mark "Package Damaged—Refused." If you have already signed for the package, report the damage to XOOBAY customer service within 2 business days of receipt and provide the following evidence:
1. Photos of the outer packaging (clearly showing the tracking number, damage location, and extent);
2. Multi-angle photos/videos of the damaged part of the product (clearly showing the product model and damage details, such as cracks, deformation, or functional failure);
3. Photos of the integrity of the original product packaging, labels, and accessories (if accessories are missing or packaging is damaged, explain this in detail).
• Processing Solutions:After receiving the evidence, customer service will complete the review within 1-2 business days (contacting the warehouse to confirm the product’s outbound status if necessary). After approval, the following solutions will be provided:
• If the product is repairable and does not affect usage (e.g., minor scratches), a "repair subsidy" will be offered. The amount is determined based on the extent of damage, typically 10%-30% of the product price, and will be agreed upon with the seller.
• If the product is unusable or severely damaged, you may choose either "free replacement of the same product" (the re-delivery timeframe is consistent with the original order) or a "full refund" (including the product price + original shipping fee).
• If the product is custom-made or a rare item that cannot be restocked, we will prioritize processing a full refund and additionally provide a "no-threshold coupon" (with a value of 5% of the product price and a 30-day validity period) to compensate for your shopping inconvenience.
• Exceptions:If the damage is caused by "improper personal use" (e.g., self-disassembly or dropping the product after receipt) or "force majeure during logistics" (e.g., severe damage due to natural disasters or traffic accidents, with a force majeure certificate issued by the logistics provider), XOOBAY reserves the right to refuse refund or replacement requests. In such cases, we recommend negotiating compensation directly with the logistics provider.

Part 2: Return Policy

To protect your legitimate right to return/exchange products while maintaining the platform’s transaction order, we have established clear return rules covering return eligibility, procedures, and refund processing, ensuring efficient and fair handling of every return request.

1. Return Eligibility: Clear Scope of Returnable/Non-Returnable Items and Product Condition Requirements

1.1 Return Timeframe and Product Conditions

• Standard Return Rules:You must initiate a return request within 7 days from the actual delivery date (as per the logistics provider’s signature record). Returned products must meet the following conditions:
• Unused and unopened (e.g., clothing with intact tags, cosmetics with unopened seals, electronic products with unactivated systems);
• No damage to appearance or functionality (no scratches, deformation, or unusual odors), and all accessories are complete (e.g., chargers, instruction manuals, and warranty cards must not be missing);
• Original packaging is intact (packaging boxes, shock-absorbing foam, and anti-counterfeiting labels must not be damaged). If the original packaging is lost, please inform customer service in advance, as this may affect the return approval result.
• If the return request is initiated after the 7-day timeframe or the product fails to meet the above conditions, customer service has the right to refuse the return. You may negotiate with customer service for "discounted recycling" (applicable only to certain durable goods such as home appliances and digital products; the discount rate is determined based on the product’s condition).
• Non-Returnable Product Categories:For reasons related to "hygiene safety," "custom attributes," and "special usage," the following products are not eligible for return, regardless of whether they have been used:
• Perishable goods: Fresh food (fruits, meat, dairy products), fresh flowers, and short-shelf-life snacks (with a shelf life ≤ 30 days). These products are prone to spoilage during transportation and cannot be resold after return.
• Customized or personalized products: Engraved jewelry, printed clothing, custom-sized furniture, and tailor-made digital accessories. These products contain your unique personal information and cannot be adapted to other buyers’ needs.
• Digital products: Top-up cards, membership redemption codes, e-books, and software activation codes. Once delivered (or the redemption information is sent), these products are deemed used and cannot be recovered.
• Health and personal care products: Skincare products, shampoos, toothpaste, contact lenses, and medical devices (e.g., thermometers, blood pressure monitors). These products come into direct contact with the human body, posing potential hygiene risks if returned.
• Clearance products at discounted prices: Products marked "Final Sale—No Returns or Exchanges" on the product detail page. By placing an order for such products, you agree to the non-returnable terms. If there is a quality issue, you may apply for a replacement but not a refund.

1.2 Additional Refund Conditions

• Under the following circumstances, customer service may request a "partial refund" or refuse the refund:
• Minor signs of use on the product (e.g., clothing tags removed but not worn, electronic products powered on for testing but not activated): A depreciation fee of 10%-20% of the product price may be deducted from the refund.
• Missing accessories (e.g., headphones missing charging cables, luggage missing dust bags): The value of the missing accessories (based on the unit price marked on the product detail page) will be deducted from the refund.
• Damaged original packaging: If the damage affects the product’s resale, a packaging cost (usually 5%-10% of the product price) will be deducted from the refund.
• Modified products (e.g., self-altered clothing size, replaced parts of electronic products): These are deemed "artificially damaged," and the refund request will be directly refused. You must bear the shipping cost for returning the product.

2. Initiating a Return: Two-Step Application with Clear Shipping Cost Responsibility

2.1 Return Application Process

• Self-Service Application (Recommended):
• Log in to your XOOBAY account, go to the "My Orders" page, find the order for which you want to request a return, and click "Apply for Return."
• Select the return reason (e.g., "Product size mismatch," "Wrong item received," "Quality issue") and upload photos of the product’s condition (e.g., for size mismatch, upload photos of the product label and your measurement record; for quality issues, upload photos of the damaged part).
• After submitting the application, customer service will review it within 1-2 business days. Once approved, you will receive a Return Authorization Email containing the return address, return number (to be marked on the package for warehouse identification), and logistics requirements (e.g., recommended courier service, prohibition of freight collect).
• Assisted Application via Customer Service:If you are unable to apply independently (e.g., account login issues, incorrect order information), send an email to XOOBAY customer service (email: help@xoobay.com) with the following information:
• Order number, product name, and quantity;
• Return reason and description of the product’s condition;
• Your full name, contact phone number, and registered email address (for receiving return authorization information).
• Customer service will respond to your application and provide guidance within 2 business days.

2.2 Return Instructions and Precautions

• After receiving the Return Authorization Email, you must ship the product within 7 business days. If you fail to ship it within this timeframe, the return authorization will automatically expire, and you will need to reapply.
• Please note the following when preparing the return package:
• Mark the return number as required: Clearly write the "return number + order number" on a note and attach it to the outer surface of the package. This avoids delays in return processing due to the warehouse’s inability to match the order.
• Choose appropriate packaging: Use the original packaging (or a carton of similar stiffness) and wrap the product with bubble wrap to prevent secondary damage during transportation. If the product is damaged due to improper packaging, customer service has the right to refuse the refund.
• Prohibition of freight collect: Unless the return is due to "XOOBAY’s responsibility" (e.g., wrong item shipped, product quality defect), you must prepay the return shipping fee. The warehouse has the right to refuse packages sent via freight collect, and you will bear any related losses.

2.3 Rules for Bearing Return Shipping Costs

• Circumstances Where the Buyer Bears the Return Shipping Cost:If the return is due to "your personal needs or operational errors," you must bear the return shipping cost, including:
• Wrong product selection (e.g., incorrect style, size, or color);
• Subjective dissatisfaction (e.g., the product does not meet expectations, no quality issues);
• Minor damage caused by personal use (e.g., slight scratches from accidental contact after receipt, no impact on usage but you still wish to return).
• For domestic returns, we recommend using "regular courier services" (e.g., ZTO Express, YTO Express). After the refund is successfully processed, you may contact customer service to apply for a "shipping subsidy" (applicable only to Platinum members and above: up to 3 subsidies per month, with a maximum of $10 per subsidy).
• Circumstances Where the Seller Bears the Return Shipping Cost:If the return is due to "platform or seller responsibility," the return shipping cost will be borne by the platform or seller. After returning the product, provide the courier tracking number and shipping cost proof (e.g., courier waybill, payment record) to customer service, who will include the shipping cost in the refund (the refunded amount is based on the actual payment, with a maximum equal to twice the original order’s shipping cost). Such circumstances include:
• Wrong item shipped (e.g., you ordered Style A but received Style B);
• Product quality defects (e.g., factory defects, functional failures, not caused by transportation or use);
• Product inconsistency with descriptions (e.g., marked as "100% cotton" on the detail page but actually made of chemical fiber; marked as "64GB memory" but actually 32GB).

3. Refund Processing: Clear Timeframes, Methods, and Special Cases

3.1 Refund Processing Time and Procedure

Overall Timeframe: After the warehouse receives the returned product, it will complete "product inspection" (checking the product’s condition, completeness of accessories, and consistency with the order) within 3 business days. If the inspection passes, the finance department will process the refund within 7 business days. The overall refund cycle is usually "within 10 business days after the warehouse receives the product."

• If the inspection fails (e.g., product damage, missing accessories), customer service will contact you within 1 business day to explain the issue and negotiate a solution (e.g., partial refund, returning the product to you). The negotiation period is not included in the refund timeframe.
• Refund Arrival Time:Refunds will be returned via the "original payment method." The exact arrival time depends on the processing speed of the payment platform or bank:
• Bank card payment: 3-5 business days for debit cards; 5-7 business days for credit cards (some banks may delay until the next billing cycle).
• USDT payment: Instant arrival. You can check the refund in "My Balance" and use it directly for future purchases or apply for withdrawal (withdrawal review takes 1-2 business days).
• If the refund does not arrive within the above timeframe, we recommend first checking the "transaction records" of your payment account or contacting the payment platform’s customer service for verification. If no refund record is found, provide the refund number (issued by XOOBAY customer service) to us for assistance in verification.

3.2 Scenarios for Partial Refunds

• The following scenarios will result in a "partial refund," calculated as: Refund Amount = Original Product Payment - Deducted Fees (deducted fees must be agreed upon with you in advance and specified in the return application).
• Imperfect product condition: Minor scratches (no impact on usage), damaged packaging, or missing accessories. The deducted fees include the accessory value or depreciation cost (calculated as 5%-30% of the product price, agreed upon with the seller).
• Expired return timeframe: Returns initiated 30-60 days after delivery (product unused). A 40% overdue fee will be deducted, and the refund amount will be 60% of the original product price.
• Partial product return: If your order contains multiple products and you only return some of them, the refund amount is the payment for the returned products (excluding the original order’s shipping cost). If the remaining product amount no longer meets the free shipping requirement, the original shipping cost will be deducted from the refund.

3.3 Exceptional Refund Cases

• In addition to "non-returnable products," the following cases may result in refused or delayed refund requests:
• Returned product inconsistent with the order: The returned product’s model or color does not match the order, or it belongs to another platform. The warehouse will refuse inspection, and you must bear the shipping cost for retrieving the product.
• Missing return information: Failure to attach the return number or incorrect return address, leading to the warehouse’s inability to match the order. You need to supplement the information and reprocess the return, which will delay the refund timeframe.
• Expired product warranty: Return requests for "product malfunctions" made after the brand’s warranty period (malfunctions caused by normal wear and tear). Customer service has the right to refuse the refund and recommend contacting the brand’s after-sales service for repairs.
• Proven artificial damage: Clear evidence of man-made damage (e.g., product dropped or soaked after receipt) with logistics signature records confirming intact delivery. The refund request will be directly refused.

4. Refunds for Promotional Products: Supplementary Rules to Ensure Fairness

4.1 Refund Calculation for Promotional/Discounted Products

• If you return a product purchased through a "promotional activity" or "discount offer," the refund amount will be based on the "actual payment amount" (not the original price). Specific rules are as follows:
• Minimum purchase discounts: For example, "  $200 off $50 ($200 off $50)." If you purchase Product A ($150) and Product B ($100) with an actual payment of $200 and later return Product A, the refund amount is calculated as: $150 - ($50 × $150 / $250) = $120 (the discount is prorated based on the product price).
• Discount coupons: For example, using a "$10 no-threshold coupon" to purchase a $100 product (actual payment $90). If you return the product, the refund amount is $90 (coupons are not reissued; expired coupons cannot be used again after refund).
• Bundled sales: For example, "Buy A and get B free" or "A+B combo price." If you return Product A, you must also return Product B (or deduct Product B’s original price from the refund). If you only return Product B (not a free gift), the refund amount is B’s prorated price in the combo (e.g., A+B combo price $200, A’s original price $150, B’s original price $80; B’s prorated price = $200 × $80 / $230 ≈ $69.5).

4.2 Special Handling for Gift Returns

• If you receive a product as a gift (i.e., another person paid for the order and specified your delivery address), return processing must follow these rules:
• Refund destination: The refund will be prioritized to the "original purchaser’s payment method" to prevent "unauthorized refund claims."
• Gift card alternative: If you wish to receive the refund directly (instead of it going to the original purchaser), note "Gift return—apply for gift card" when submitting the return request. After customer service approval, an equivalent "XOOBAY Gift Card" will be issued to you (no usage restrictions, valid for the period specified on the card, usable for any product on the platform).
• Gift packaging return: If the product includes "gift packaging" (e.g., gift boxes, ribbons, greeting cards), you must return the packaging along with the product. If the packaging is lost, a packaging cost (usually $10-$30, based on the product detail page) will be deducted from the refund.

5. Contact Us: Efficient Channels to Resolve Your Issues

If you encounter problems during shipping or returns (e.g., abnormal logistics tracking, delayed return approval, unreceived refunds), contact the XOOBAY customer service team through the following channels. We will respond within 1 business day and provide professional solutions:

• Official email: [help@xoobay.com] (Recommended. Attach photos, order screenshots, or other materials to help customer service understand the issue quickly).
• In-platform live chat: Log in to your XOOBAY account, click the "Customer Service" icon in the bottom right corner of the page, and initiate a real-time conversation (Service hours: Monday-Sunday 9:00-21:00. Adjustments for legal holidays will be announced in advance on the platform).
• AI customer service: 24/7 service supporting multiple languages. If the queue for live chat is long, use AI customer service for preliminary consultations (e.g., checking refund status, inquiring about return addresses).
• We are committed to continuously optimizing our shipping and return services. If you have suggestions for this policy, please also share them with us through the above channels.

Effective Date: August 25, 2024This policy shall take effect on the date of publication.