Return & Refund Policy

Xoritan Return & Refund Policy

At Xoritan, operated by Guangzhou Xinyue Information Technology Co., Ltd., we are dedicated to ensuring full satisfaction with every purchase. If you need to cancel an order, request a return, or claim a refund, please review the guidelines below.

1. Order Cancellations

  • Pre-Fulfillment Cancellations: You may request to cancel your order shortly after placement. If the order has not entered packaging or carrier dispatch, we will approve the request and issue a 100% refund to your original payment method.

  • Post-Dispatch Policy: Once an order has entered fulfillment or has been handed over to the shipping carrier, cancellation is no longer possible. You may contact support after receiving the package to initiate a standard return.

To cancel an order, email us immediately at service@xoritan.com or call 020-89080080.

2. 30-Day Standard Return Window

Eligible items may be requested for return within 30 calendar days following confirmed delivery.

Return Eligibility Requirements:

  • The item must remain unused, unworn, and in its original, resalable condition;

  • Complete with all original packaging, tags, inserts, and included accessories;

  • Accompanied by a valid order number or digital purchase receipt.

Important: Do not return merchandise without receiving prior written approval and a return authorization code from our support team.

3. How to Submit a Return Request

To begin a return, please send an email to service@xoritan.com with the following details:

  1. Your Order Number (e.g., #XOR1001);

  2. Name and quantity of the item(s) you wish to return;

  3. Specific reason for the return request;

  4. High-resolution photos or videos demonstrating product condition (if claiming damage, defect, or incorrect fulfillment).

Our customer service team will review your application within 24–48 business hours and provide step-by-step instructions.

4. Designated Return Facilities

Please DO NOT ship returned merchandise to our corporate registration address in Tianhe District unless explicitly instructed to do so. Approved returns must be dispatched to our designated regional warehouse address provided in your Return Authorization email. Packages sent to unapproved addresses may be refused or delayed indefinitely.

5. Return Freight Responsibilities

  • Buyer's Responsibility (Preference Returns): If you are returning an item due to change of mind, ordering an incorrect size/variant, or personal preference, you will be responsible for covering all return freight costs.

  • Seller's Responsibility (Defective/Incorrect Deliveries): If you receive an item that is damaged during transit, factory-defective, or significantly different from what was ordered due to our error, Xoritan will provide a free replacement, return shipping label, or full refund at zero extra cost to you.

6. Refund Processing Schedule

Once your returned package is delivered to our return warehouse, our quality control team will inspect the item within 3 business days.

Upon approval:

  • Refunds will be credited automatically back to your original payment method (Credit Card, Debit Card, or PayPal).

  • Processing times typically take 5–10 business days depending on your financial institution's clearing cycles.

7. Delayed or Missing Refunds

If an approved refund does not appear on your account after 10 business days:

  1. Check your bank account or payment provider account history;

  2. Contact your credit card issuer or payment gateway (processing holds can vary);

  3. If the funds remain missing, email service@xoritan.com with your order number for immediate billing support.

8. Damaged, Defective, or Incorrect Deliveries

If your parcel arrives with missing components, broken items, or incorrect merchandise, please notify customer support within 48 hours of delivery. Keep all original outer shipping boxes, carrier labels, and packing materials intact until our team investigates and resolves the issue.

9. Product Exchanges

Exchanges are subject to inventory availability. If you wish to exchange an item for a different color or variant, please contact service@xoritan.com. If the item is out of stock, our team will assist you with a standard return and store refund.

10. Merchant & Contact Information

For any inquiries regarding returns, refunds, cancellations, or exchanges, please contact our support desk:

  • Brand Name: Xoritan

  • Legal Operating Company: Guangzhou Xinyue Information Technology Co., Ltd.

  • Corporate Address: T2189, Middle Section, 2nd Floor, 227 Shatai South Road, Tianhe District, Guangzhou

  • Customer Support Email: service@xoritan.com

  • Contact Telephone: 020-89080080

  • Official Website: https://www.xoritan.com