Return & Refund Policy

XPAI offers a 30-day return policy for orders delivered within the United States. You may submit a return request within 30 calendar days starting from the date your package is delivered.
Our standard return and refund service is only available for shipments delivered to the United States for the time being.

For overseas customers outside the US, XPAI will propose tailored after-sales solutions according to specific scenarios. All solutions shall be negotiated and mutually confirmed by you and XPAI.

1. Return Eligibility

To qualify for a US domestic return, your product must satisfy all the following requirements:
  • Requested and shipped back within 30 days after delivery
  • Kept in the original received condition
  • No damage caused by improper use, accidents or incorrect installation
  • Complete with original packaging, cables, accessories, user manuals and all bundled items
  • Accompanied by valid purchase proof or your original order number
We reserve the right to decline returns if the goods suffer obvious damage, accessories are missing, or signs of improper use are found.

2. How to Submit a Return Request

Send a return application via our official email:

support@xpaihome.com
Kindly attach the following information in your email:

Your order number, detailed return reason; clear photos or videos if the item arrives damaged, defective or mismatched with your order.
Do not ship the item back in advance without our formal return approval and delivery guidelines. Unauthorized returned parcels will not be accepted.

3. Return Address & Return Shipping Fees

All approved US returns should be shipped to the below address:

OneStop 83 Stults Rd Dayton, NJ 08810 United States
Please wait for our return confirmation and detailed shipping instructions before dispatching your parcel to this address.
  • If you return goods for personal reasons (changed mind, wrong purchase, no longer need the product), return shipping costs shall be borne by yourself.
  • If the item is defective, damaged in transit or inconsistent with your order, please contact us prior to returning. Once the issue is verified on our end, XPAI will provide a prepaid return shipping label or reimburse your reasonable return shipping expenses.

 

4. Damaged, Defective or Incorrect Goods

Please carefully check your goods upon receipt.

Should you receive damaged, faulty or wrong items, get in touch with us via support@xpaihome.com promptly and provide:
  • Your order number
  • Detailed description of the problem
  • Photos or videos showing product defects or damage
  • Pictures of the outer shipping package and shipping label
We will arrange suitable solutions including replacement, repair or full refund based on actual conditions.

5. Orders Outside the United States

The 30-day standard return policy and designated US return address above exclusively apply to US domestic orders.

For international buyers outside the US, after-sales plans will be assessed individually according to product status, shipping conditions, stock availability and specific issues, finalized through mutual discussion between both parties.

6. Non-Returnable Items

The following products are not eligible for return:
  • Items returned exceeding the 30-day return window
  • Goods damaged due to misuse, improper operation, accidents, unauthorized modification or faulty installation
  • Products lacking original accessories and components
  • Gift cards
  • Clearance and final sale items (except when mandatory under applicable consumer laws)
This policy shall not override your statutory consumer rights stipulated by local applicable laws.

7. Product Exchanges

The most efficient way to get a different product is to apply for a return for your original item first, then place a new order after your return request gets approved.
If your received goods are defective or incorrect, please contact us before placing a new purchase order.

Exchange and replacement services for non-US customers will be handled case by case through consultation.

8. Refund Details

Once we receive and inspect your returned merchandise, we will notify you of the refund approval result.

After confirmation, funds will be refunded to your original payment account.
Refunds generally take 7–15 business days to be credited back to your original payment method. Additional processing time may be required by your bank, card issuer or payment platform.
Original shipping fees will not be refunded unless the return is triggered by our liability including product defects, delivery damage or incorrect shipments.
If you fail to receive your refund 15 business days after approval, please email us at support@xpaihome.com for follow-up.

9. Contact Information

If you have inquiries about returns, refunds, replacements and other after-sales issues, please reach out to us:

Shenzhen Xiaopai Technology Co., Ltd.

Email: support@xpaihome.com