Exchange Policy

IMPORTANT NOTICE

This policy applies solely to purchases made through our official website, www.xtoria.com.sg. For items purchased through our retail partners, their respective return and exchange policies will apply. For assistance with purchases made elsewhere, please contact the retailer directly.

INTERNATIONAL SHIPPING

All international orders placed through our website are final. Once an order has been processed and prepared for shipment, it cannot be cancelled, returned, or exchanged.

RETURN & REFUND

All sales are final. We do not accept returns or refunds.

CANCELATION

Cancellations are subject to a 10% administrative fee based on the total order value. To request a cancellation, please contact us before your order has been processed for shipment. Once an order has been shipped, cancellations can no longer be accommodated.

Upon approval, you will receive a confirmation email. Refunds, less the administrative fee, will be processed within 14 working days, excluding the bank's processing time.

DEFECTIVE & INCORRECT ITEMS

We sincerely apologise if you receive a defective or incorrect item. Please contact us within 7 calendar days of receiving your order with the following details:

For defective items:

• Your order number
• Clear photos showing the defect

For incorrect items:

• Your order number
• The product name, size, and colour of the item received
• A photo of the item received

All items must be returned in their original condition and packaging.

EXCLUSIONS

Minor imperfections, such as slight discolorations that do not affect the product’s functionality, are not considered defects. Additionally, any variations stated in the product description (e.g., differences in color or material) are not classified as defects.

Gift with purchase (GWP) that has defects that does not affect the functionality cannot be exchanged.

EXCHANGE

Each product is eligible for a one-time exchange only. Exchanges must be made at our office by appointment. If you require delivery to your address, a $10 delivery fee will apply.

To initiate an exchange, please contact us within 7 calendar days of delivery with the following details:

• Your order number
• The item you wish to exchange
• The item you would like in exchange

If you are exchanging for a higher-value item, the price difference must be paid. No refunds will be issued for exchanges to lower-value items.

ITEMS NOT ELIGIBLE FOR EXCHANGE

The following items are not eligible for exchange:

• Bundle deals, free gifts, purchase-with-purchase items, and reward point redemptions
• Products marked as [EXCLUSIVE PRICE]

All items must be returned in their original condition and packaging. Xtoria reserves the right to assess whether these criteria are met and may reject any exchange that does not comply with our policies.

 

Xtoria Marketing Pte Ltd reserves the right to modify these policies at any time without prior notice.