PRODUCT RETURN AND REFUND POLICY
At Xionco, we strive to provide a seamless shopping experience for our customers. We understand that occasionally, returns and refunds may be necessary. This Product Return and Refund Policy outlines the guidelines and procedures for returning products purchased from our furniture e-commerce website. Please read this policy carefully before initiating a return.
Eligibility for Returns and Refunds:
1.1. Returns and refunds are only applicable to products that are in “new condition” without any defects.
1.2. If you made a purchase using a credit card and the total purchase amount exceeds Rp 2,750,000, your refund will be issued within 14 business days.
1.3. Refunds will include any applicable taxes and additional fees paid for protection or warranty programs.
1.4. If you are dissatisfied with our product for any reason, you may return it for a full refund, provided that the return is initiated within 5 days of receiving/delivery of the item.
1.5. Returns and refunds are not valid for products that violate the terms and conditions or are part of promotional exchange programs.
1.6. Additional charges may apply for exchanges and refunds, such as shipping fees, return fees, and packaging fees.
2.1. We guarantee that the products you receive are new and free from defects.
2.2. In the event that you discover any damage or defects in the product, we will promptly replace the item at no additional cost, as long as it falls within the warranty period and complies with our Warranty Policy.
Initiating a Return:
3.1. To initiate a return, please follow these steps:
a. Contact our Customer Service team within the specified return window of 5 days after receiving/delivery of the item.
b. Provide your order details, including the order number and product information.
c. Explain the reason for the return and provide any relevant supporting documentation, such as photographs of any defects or damages.
d. Our Customer Service team will guide you through the return process and provide you with a return authorization (RA) number.
Packaging and Shipping:
4.1. Pack the product securely in its original packaging, including all accessories, manuals, and any promotional items that were included with the purchase.
4.2. Affix the provided return label or RA number clearly on the package.
4.3. Ship the package back to us using a reliable and trackable shipping service. You are responsible for the return shipping costs, unless the return is due to a defect or error on our part.
Inspection and Refund:
5.1. Upon receiving the returned product, our team will conduct a thorough inspection to ensure that it meets the return eligibility criteria.
5.2. If the product passes the inspection and complies with our return policy, a refund will be issued to the original payment method used for the purchase.
5.3. Refunds will be processed within a reasonable time frame, typically within 14 business days after receiving the returned item.
Exceptions and Limitations:
6.1. Certain items are non-returnable and non-refundable, including but not limited to:
a. Custom-made or personalized products.
b. Clearance or sale items.
c. Products damaged due to improper use or care.
d. Products that have been altered or modified.
Damaged or Defective Products:
7.1. If you receive a damaged or defective product, please contact our Customer Service team immediately.
7.2. Provide detailed information about the damage or defect, along with supporting documentation such as photographs.
7.3. Our team will assess the situation and provide appropriate assistance, which may include a replacement, repair, or refund.
8.1. It is the customer’s responsibility to ensure that the returned product is packaged securely to prevent any damage during transit.
8.2. Customers are advised to retain proof of return shipment, such as tracking numbers and receipts, until the refund is processed.
Modifications to the Policy:
9.1. Xionco reserves the right to modify or update this Product Return and Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.
If you have any questions or require further assistance regarding our product return and refund policy, please contact our Customer Service team. We are committed to ensuring your satisfaction and will gladly assist you throughout the return process.