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 exchange policies will apply. Please contact the relevant retailer directly for assistance with those purchases.

Returns & Refunds

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

Order Cancellations

If you need to cancel your order, please contact us before it has been processed for shipment. Once an order has been shipped, cancellations can no longer be accommodated.

Please note that a 10% administration fee based on the total order value will be deducted from all approved cancellations. Upon approval, you will receive a confirmation email and your refund (less the administration fee) will be processed within 14 working days, excluding the bank's processing time.

Defective or 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 color of the item received
  • A photo of the item received

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

Exclusions

Please note that the following are not considered defects:

  • Minor imperfections such as slight discolouration that do not affect the product's functionality
  • Variations in colour or material that are stated in the product description

Additionally, Gift with Purchase (GWP) items with defects that do not affect functionality are not eligible for exchange.

Exchanges

Each product is eligible for a one-time exchange only. Exchanges must be made at our office by appointment. If you'd prefer 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

Please note that 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 cannot be exchanged:

  • 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 conditions are met and may reject any exchange that does not comply with our policy.

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