Refund & Return Policy

Thank you for shopping at Xenomens. We offer a 30-day return and exchange policy. Please read the terms below carefully.

1. Return/Exchange Window

You may request a return or exchange within 30 days from the date you receive your order (based on the delivery confirmation date). Requests submitted after 30 days will not be accepted.

2. How to Start a Return/Exchange

To initiate a return or exchange, please contact our customer service as soon as possible. We will provide return instructions and the return address.
Returns sent back without contacting customer service first may not be processed.

Customer Service

  • Email: sale@xenomens.com

  • WhatsApp: +86 139 2459 2128

  • Support Hours: 10:00 AM – 9:00 PM (Hong Kong Time)

3. Return/Exchange Eligibility (Resalable Condition)

To ensure items can be resold, returned products must meet all of the following conditions:

  • Unused, unwashed, and in original condition (no odor, stains, wear, or damage);

  • Returned with all original packaging, tags, accessories, and free gifts (if any);

  • In resalable condition;

  • Proof of purchase (order number) provided.

Please note: Damaged items are not eligible for a refund.

4. Non-Returnable / Non-Refundable Items

We do not accept returns, exchanges, or refunds in the following cases (including but not limited to):

  • Items that are damaged, worn, altered, stained, or have odor, affecting resale;

  • Damage caused by improper use, storage, or washing;

  • Missing tags, packaging, accessories, or gifts;

  • Requests submitted after the 30-day window;

  • Accessories/jewelry items are generally non-returnable for hygiene and resale reasons. If the item is defective, please refer to Section 5.

5. Defective / Wrong / Missing Items

If your item is defective, incorrect, or missing, please contact us within 48 hours of delivery with your order number and clear photos/videos. Once confirmed, we will arrange a replacement, reshipment, or refund.

6. Shipping Methods & Return Shipping (Shipped from China)

All orders are shipped from China. We offer:

  • Free Shipping

  • VIP Shipping

Return shipping policy:

  • Non-defective returns (e.g., size issues, personal preference): return/exchange shipping costs are usually paid by the customer.

  • Defective / wrong / missing items: once confirmed, we will cover reasonable return shipping costs or provide an appropriate solution.

7. Refund Processing Time & Method

Refunds are processed after we receive and inspect the returned item(s):

  • Refunds will be processed within 3–5 business days after inspection;

  • Refunds will be issued to the original payment method. Posting time may vary by bank/payment provider;

  • If the returned item does not meet our return conditions, we will notify you. You may request the item to be shipped back (return shipping fees may apply).

8. Exchanges

For exchanges, please contact customer service to confirm availability and the exchange process. If the requested size/style is out of stock, we can offer a refund or exchange for another item (subject to confirmation).

8. Exchanges

For exchanges, please contact customer service to confirm availability and the exchange process. If the requested size/style is out of stock, we can offer a refund or exchange for another item (subject to confirmation).