Refund Policy

Xihrbn Return & Refund Policy

This policy outlines the rules, procedures, and requirements for returning items, requesting exchanges, and processing refunds for purchases made through Xihrbn. We aim to make the return and refund process clear and hassle-free—please read the following details carefully.

1. Standard Return Policy

This section applies to most returns (exceptions include damaged/defective items and EU orders, covered in Sections 2 and 4).

1.1 Return Window

You may request a return within 30 days of receiving your item. Returns requested after this window will not be accepted, unless required by law.

1.2 Eligibility Requirements

To qualify for a return, items must meet all of the following conditions:

  • Remain in the same condition as when received (unworn, unused, and free of damage or signs of use);
  • Have original tags attached (no removed or altered tags);
  • Be packed in their original packaging (e.g., boxes, dust bags, or wrapping);
  • Include a valid receipt or proof of purchase (e.g., order confirmation email, invoice).

Items that fail to meet these criteria will be rejected and returned to you at your own cost.

1.3 How to Start a Return

Follow these steps to initiate a return:

  1. Contact us first: Email our team at buxfkxuj6578@outlook.com to request a return. Include your order number, item name, and reason for returning (to help us improve our service).
  2. Wait for approval: We will review your request and email you a confirmation once approved. This email will include a prepaid return shipping label (if applicable) and detailed instructions (e.g., how to package the item, drop-off locations).
  3. Ship the item: Send the item back using the provided label and instructions.

Important: Do not send items back without prior approval. Unauthorized returns (sent without contacting us first) will not be processed and may be discarded or returned to you.

1.4 Return Shipping Address

All approved returns must be sent to the following address:

11 Frankland Court, Court Western Australia 6110, Australia

Double-check the address before shipping—items sent to the wrong location may be delayed or lost, and we cannot be held responsible for such errors.

2. Damaged, Defective, or Wrong Items

If you receive an item that is:

  • Damaged (e.g., broken parts, tears, or scratches from shipping);
  • Defective (e.g., malfunctioning electronics, faulty zippers);
  • Incorrect (e.g., wrong size, color, or item entirely);

Inspect the item immediately upon receipt and contact us right away at buxfkxuj6578@outlook.com. Include:

  • Your order number;
  • Photos of the item (showing damage, defect, or incorrect details);
  • A brief description of the issue.

We will assess your claim promptly and offer a solution, such as:

  • A free replacement (shipped at our cost);
  • A full refund (including original shipping fees);
  • A store credit (if preferred).

You will not be required to pay return shipping fees for items that are our error.

3. Exchanges

We do not offer direct exchanges (e.g., swapping one size for another) to streamline the process. Instead, follow these steps to get the item you want:

  1. Return the unwanted item: Initiate a return for the item you wish to exchange (follow Section 1.3 for the standard return process).
  2. Purchase the new item: Once your return is approved, visit Xihrbn’s site to purchase the desired item (e.g., correct size, color) separately.

This ensures you receive the new item as quickly as possible, without delays from holding inventory for exchanges. Your refund for the returned item will be processed once we receive and inspect it (see Section 5).

4. EU 14-Day Cooling-Off Period

For orders shipped to the European Union (EU), you have an additional right under EU law: the 14-day cooling-off period. This applies in addition to our standard 30-day return window.

  • Right to cancel: You may cancel or return your order within 14 days of receiving the item for any reason—no explanation is required.
  • Eligibility: The same rules apply (items must be unworn, unused, with original tags/packaging, and proof of purchase).
  • Process: Follow the steps in Section 1.3 to initiate the return. We will process your refund within the timeline outlined in Section 5.

Note: This right does not apply to personalized or custom-made items, as they are tailored to your specific request.

5. Refund Process

5.1 Refund Notification

Once we receive your returned item, we will inspect it to confirm it meets eligibility requirements (Section 1.2). We will then email you:

  • A refund approval if the item qualifies; or
  • A refusal notice (with reasons) if the item is ineligible (e.g., damaged, missing tags).

If refused, we will arrange to return the item to you at your own cost.

5.2 Refund Timeline

If your refund is approved:

  • We will process the refund to your original payment method (e.g., credit card, PayPal) within 10 business days.
  • Your bank or credit card company may take additional time (typically 3–7 business days) to process and post the refund to your account. This delay is outside our control.

5.3 Follow-Up on Delayed Refunds

If more than 15 business days have passed since you received your refund approval email and the refund has not appeared in your account:

  1. Check your bank or payment provider’s transaction history (refunds may be labeled differently than purchases).
  2. If still missing, contact us at buxfkxuj6578@outlook.com with your order number and refund approval email—we will investigate and assist.

6. Questions

For any issues, clarifications, or questions about returns, exchanges, or refunds, please contact our team anytime at buxfkxuj6578@outlook.com. We aim to respond to all inquiries within 2–3 business days.

Thank you for shopping with Xihrbn—we appreciate your trust and will work to resolve any return-related concerns promptly.