Return and Cancellation Policy
Order Cancellation
Orders may be cancelled before processing and supplier purchase.
Once an order has been processed, purchased from suppliers, packaged, or shipped, cancellation may not be possible.
Approved cancellations may be subject to payment processing fees, currency conversion charges, administrative costs, or other applicable expenses.
Special Orders and Pre-Orders
All special orders, custom orders, and pre-orders are final.
Such orders cannot be cancelled, returned, exchanged, or refunded once payment has been received and processing has begun.
Delivery Timeline
Orders are typically delivered within 5–10 business days after payment confirmation.
Delivery delays do not automatically qualify for refunds, cancellations, or compensation.
Return Eligibility
Returns may only be requested if:
- The wrong product was delivered
- The product arrives with a verified manufacturing defect
- The product received is significantly different from the product ordered
Return requests must be submitted within 48 hours of delivery.
Required Evidence
Customers must provide:
- Order number
- Photos
- Videos
- Description of the issue
Unboxing Video Requirement
For claims involving:
- Physical damage
- Missing items
- Wrong products
- Packaging issues
Customers must provide a clear, uninterrupted unboxing video recorded from the moment the package is opened.
Claims submitted without valid unboxing video evidence may be rejected.
Non-Returnable Items
- Change-of-mind purchases
- Incorrect orders placed by customers
- Products damaged after delivery
- Water-damaged devices
- Cracked screens caused after delivery
- Software-related issues
- Battery performance reduction from normal use
- Modified or repaired devices
- Devices linked to customer accounts
- Activated products where activation status was disclosed
- Products missing original packaging or accessories
Return Shipping
If the return is due to Xtatee Marketplace’s error, return shipping may be covered by us.
Otherwise, the customer is responsible for all return shipping costs and related fees.
Chargebacks
Customers agree to contact Xtatee Marketplace before initiating any chargeback or payment dispute.
Fraudulent chargebacks may result in account suspension and legal action.