Refund Policy
RETURN & REFUND POLICY​
We aim for your complete satisfaction with your purchase. If, for any reason, you are not entirely pleased, you have the option to return the item for a refund. Please refer to the details below for a comprehensive understanding of our refund policy.
Return
xpoca understands that shipping-related issues can lead to inconvenience, and encourages customers to contact us for refund requests. Please be aware that xpoca is typically less inclined to accept returns in the following situations:
- Requesting a return 7 days after receiving the item
- Damaged packaging of the product
Refunds
Eligible for a refund
- Cancel the order before shipping
- Discovered issue(s) after receiving the product
- Missing Package
Exclusions for a refund
xpoca shall not accept returns/refunds in the following cases:
- Apply for a refund after rejecting the products
- Product exhibits color differences, wrinkles or cracks
Return & Refund Process​
- Record Unboxing Video
To protect your rights, please record an unboxing video upon receipt. - Email xpoca
Kindly reach out to us at contact@xpoca.com. Please note that xpoca will only process a formal refund after the completion of negotiations. Don’t forget to attach the unboxing video so that xpoca can review your refund request! - Confirm Return & Refund
After a thorough review and discussion, we’ll kindly confirm if the return & refund is approved. - Process Return & Refund
Upon receiving the return (if necessary), we will initiate the refund to your credit card within 4-7 business days (excluding weekends and holidays). The actual reflection of refunds on your credit card statement may take 1-2 billing cycles, depending on your credit card company.
Paypal Handling Fee
If a customer cancels an order before shipping due to a change of mind, a 5% fee incurred by PayPal will be deducted from the final refund amount.
Compensation for damage or loss during local delivery
If a package is lost or damaged due to the shipping carrier’s negligence after investigation, compensation will be based on the following standards:DHL: Either the value listed on inovice or $20 per kg of actual weight, whichever is lowerK-Packet: Either the value listed on invoice or it adheres to the delivery responsibility standards of the post office, whichever is lowerAdditionally, the maximum compensation for each order is $100. (Excluding bulk orders)Compensation will be provided either directly or in the form of points that can be immediately used on xpoca, based on agreement with the customer.
Questions
For any inquiries about our return policy, please contact us at help@xpoca.com.
