Policy on returns and refunds
Returns and Refunds Policy
At Ximoki, we want you to shop with confidence. That is why we offer a 30-day return policy from the date you receive your order.
You have 30 days after receiving your product to request a return.
Return conditions
To be eligible for a return, the product must be in the same condition in which you received it, without damage caused by misuse, with all accessories included and, whenever possible, in its original packaging.
You will also need to provide your receipt, order number or proof of purchase.
How to request a return
To start a return, please contact us at:
Please do not send any product back without contacting us first. Once we review your request, we will provide instructions and the return address if your return is accepted.
Items sent back without first requesting a return will not be accepted.
Return shipping costs
For returns due to a change of mind, return shipping costs may be the customer’s responsibility, unless we state otherwise in writing.
If the product arrives damaged, defective or you receive the wrong item, we will review the case and offer an appropriate solution.
Damaged, defective or incorrect items
Please inspect your order as soon as you receive it.
If your product arrives defective, damaged or different from what you ordered, contact us as soon as possible at:
Please include your order number, a brief explanation of the issue and, if possible, photos or videos of the item received. This will help us review the case faster.
Non-returnable items
We do not accept returns for products that have been damaged due to misuse, improper handling or wear caused after delivery.
If you are unsure whether your order can be returned, please contact us before sending it back.
Exchanges
If you want to exchange your product for another one, the fastest way is to request a return for the item you received. Once the return is approved, you can place a new order for the product you want.
European Union 14-day right of withdrawal
If your order is shipped within the European Union, you have the right to cancel or return your purchase within 14 calendar days from the date you receive the product, without giving any reason.
To exercise this right, please contact us at:
The product must be returned in good condition, with all accessories included and, whenever possible, in its original packaging. If the item has been used beyond what is necessary to check its condition or functionality, we may assess a reduction in the refund depending on the condition of the returned product.
Refunds
We will notify you once we have received and inspected your return. We will also let you know whether the refund has been approved.
If approved, the refund will be issued automatically to your original payment method. The usual processing time is up to 10 business days, although your bank or card provider may take additional time to make the funds available.
If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us at: