Exchange Policy

These policies apply only to purchases made through our official website, www.xtoria.com.sg. For items purchased from our retail partners, their respective return and exchange policies will apply.

If you have any questions about purchases made elsewhere, please contact the retailer directly for assistance.

INTERNATIONAL SHIPPING

All international sales made through our website are final. Once an order has been processed and prepared for shipping, it cannot be canceled, returned, or exchanged.

RETURN & REFUND

All sales are final. Return and refunds are not accepted.

CANCELATION

Cancelations are subject to a 10% administrative fee of the total order value. To request a cancelation, please contact us before your order has been processed for shipment. Once an order has been shipped, cancelations cannot be accommodated.

If your request is approved, you will receive a confirmation email. Refunds, minus the administrative fee, will be processed within 14 working days (excluding the bank’s processing time).

DEFECTIVE & INCORRECT ITEM

We sincerely apologize if you receive a defective or incorrect item. If this happens, please contact us at info@xtoria.com.sg within 7 calendar days of receiving your order.

For defective items, please provide:

  • Your order number
  • Clear photos showing the issue

For incorrect items, please provide:

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

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

EXCLUSION

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 basis only. If you require an exchange at your specified address (within Singapore), a SGD10 delivery fee will apply.

To initiate an exchange, email us at info@xtoria.com.sg within 7 calendar days of delivery with the following details:

  • Your order number
  • The item you wish to exchange
  • The item you wish to exchange for

If you are exchanging for a higher-value item, you are required to pay the price difference. 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 with "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.