Return & Exchange
The following policies apply exclusively to purchases made through our official website www.xtoria.com.sg. Items purchased from our retail partners are subject to their own return and exchange policies. For any inquiries regarding purchases made at other locations, please contact the retailer directly.
INTERNATIONAL SHIPPING
All international sales made through our website are final. Once an order has been processed and prepared for international shipping, it cannot be canceled, returned, or exchanged.
RETURN & REFUND POLICY
All sales are final. We do not accept returns or provide refunds.
CANCELLATION POLICY
Cancellations are subject to a 10% administrative fee of the total order value. To request a cancellation, please email us at info@xtoria.com.sg before the order has been processed for shipment. Once an order has been shipped, cancellations are not allowed.
If your cancellation request is accepted, you will receive a confirmation email. Refunds (minus the administrative fee) will be processed within 14 working days.
DEFECTIVE & INCORRECT ITEMS
We apologize if a defective or incorrect item was shipped. If this occurs, please contact us at info@xtoria.com.sg within 3 calendar days of receiving your order.
For defective items, include:
- Your order number
- Clear photos showing the issue
For incorrect items, include:
- Your order number
- The product name, size, and color of the item received
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 mentioned in the product description (e.g., color or material differences) are not classified as defects.
EXCHANGE POLICY
Each product can only be exchanged once. Exchanges must be done at our office by appointment basis only. Please note that a SGD10 delivery fee shall be borne by the customer should you require an exchange at your specified address (within Singapore only).
To initiate an exchange, email us at info@xtoria.com.sg within 3 calendar days of delivery, providing:
- Your order number
- The item you wish to exchange
If you exchange for a higher-value item, you will be required to pay the price difference. No refunds will be issued for exchanges to lower-value items.
Items not eligible for exchange:
- Bundle deals, free gifts and reward point redemptions
- Products marked with [EXCLUSIVE PRICE]
Items must be returned in original condition and packaging. Xtoria reserves the right to determine whether these criteria are met. We may reject any exchange that does not adhere to our policies.