Refund policy

💸 Refund & Return Policy

Last updated: November 8, 2025

At Xinate, your satisfaction matters. If something isn’t right, we’re here to help with easy returns and clear policies.

1. Returns

We accept returns within 14 days of delivery for eligible items.

To qualify:

  • Items must be unused, unwashed, and in the original packaging with all tags attached.
  • Proof of purchase (receipt or order number) is required.
  • Return requests must be sent to support@xinate.com within the return window.

Once approved, we’ll provide return instructions.

🔁 Note: A 10% restocking fee applies to all accepted returns. Restocking fees do not apply if the item is defective or incorrect.

2. Non-Returnable Items

Some items are final sale and cannot be returned or exchanged:

  • Gift cards
  • Clearance or sale items
  • Underwear or intimate apparel
  • Customized or personalized products

3. Return Shipping

  • Xinate will provide all return shipping labels.
  • If the return is not due to our error (e.g., wrong size, change of mind), the cost of return shipping will be deducted from your refund.
  • If the return is due to our mistake (e.g., damaged or incorrect item), the label will be provided at no cost to you.

4. Refunds

Once we receive and inspect your return, we’ll notify you via email.

  • Refunds are issued to the original payment method after inspection.
  • Refunds typically appear within 5–10 business days, depending on your bank or payment provider.
  • Shipping fees are non-refundable.
  • A 10% restocking fee will be deducted from the refund total (unless defective/incorrect item).

5. Exchanges

Need a different size or color? If the item is in stock, we’re happy to help with an exchange. Contact us at support@xinate.com within 14 days of delivery.

6. Damaged or Incorrect Items

If you receive a wrong or damaged item, contact us within 3 days of delivery with:

  • Your order number
  • A clear photo of the issue
  • A brief description

We’ll work quickly to make it right — at no cost to you.

7. Cancellations

Orders may be canceled within 12 hours of purchase if the item hasn’t shipped. After that, we cannot guarantee cancellation.

8. Contact Us

We appreciate your trust and support — every order helps us grow and give back. 🖤