Return & Exchange
The below applies only to online purchases made on www.xtoria.com.sg. Items purchased at our retailers are subject to the store's own policies. Please inquire directly at the place of purchase.
INTERNATIONAL SHIPPING
Please note that all international sales made through our website are final. Once an order has been placed and processed for international shipping, it cannot be canceled, returned or exchange.
RETURN & REFUND POLICY
All sales are final. We do not accept returns or provide refunds.
CANCELATION POLICY
All cancelations are subject to an administrative fee of 10% of the total order value.
A Cancelation Request must be submitted through email at info@xtoria.com.sg before the order has been arranged for shipment. Once an order has been shipped, no cancelation is allowed.
When a Cancelation Request has been accepted, we will send a Cancelation Confirmation by email. Thereafter the refund of payment (less the applicable administrative fee) will be processed within 14 working days.
DEFECTIVE & INCORRECT ITEMS
We apologize for letting this product slip through our quality checks. If you are looking to return a defective item or received an incorrect item, please email us at info@xtoria.com.sg within 3 calendar days from the date of delivery. We will get back to you as soon as we can.
For returns on defective items:
Please do provide us with (1) your order number and (2) clear pictures of the issue in your email so we can get this sorted for you.
For incorrect items sent to you:
Please do provide us with (1) your order number and (2) the product name, size or color details of the wrong item received in your email so we can get this sorted for you.
Please note that the items must be returned in their original condition and in the original packaging.
EXCLUSIONS
Due to the mass manufacturing process, there may be instances where our products exhibit minor imperfections that do not impact or alter their functionality of the product. These minor imperfections includes minor discolorations does not categorize the product as defective.
Any other details mentioned in the product description for each respective listing such as color variations, natural variations in materials or other specific characteristics are not considered defects.
EXCHANGE POLICY
Each product sold may only be exchanged once.
Exchange will be done over at our office (appointment basis).
Please note that a SGD10 delivery fee shall be borne by the customer should you require us to do the exchange at your stated address (within Singapore).
If you wish to initiate an exchange for your purchased item, please email us at info@xtoria.com.sg within 3 calendar days from the date of delivery.
Please do provide us with (1) your order number and (2) the item you wish to exchange in your email.
If you wish to exchange an item for a higher value item, a top-up payment will be required to cover the price difference. No refund will be issued if the exchange is for an item of a lower value.
The following are not eligible for exchanges:
- Bundle deals, free gifts and reward points redemption.
- Products with the tag 'Exclusive'
Items must be returned in their original condition and in the original packaging.
Xtoria shall have the sole right to determine whether the product is in original condition & packaging.
Xtoria reserves the right to reject any exchanges if the return item does not meet our exchange policies stated above.