Return & Refund Policy
Customer Care
We take product quality very seriously. If you discover any defects or damage upon opening the package, please contact our customer service at support@xmpero.com immediately. Be sure to include your Order ID along with clear photos or videos of the issue. We will respond promptly with the best possible solution.
Canceling an Order
Customers have the right to cancel their order before it has been shipped, with no need to provide a reason.
Please note: Once the package has been dispatched from our warehouse, cancellations will no longer be possible.
Product Returns
1. Unopened Items
If your Xmperor product is unopened and unused, you may return it within 15 days for a 100% refund guarantee.
Refunds will be issued within 15 days from the date the customer—or a third party other than the carrier—takes physical possession of the product.
Customers must return the product in the same condition as it was received. Returns will not be accepted if the packaging is not in its original, complete, undamaged, and unused condition.
(Please note: For hygiene reasons, once the plastic bag is opened, we cannot accept returns unless the item was found to be defective or damaged upon opening.)
Return Processing Time: 3–5 business days
2. Opened Items
Products that have been opened—whether used or not—cannot be returned. This includes items that are damaged, worn, or missing original packaging or tags. If the returned item is in unsatisfactory condition, your return request may be denied.
Xmperor does not accept exchanges.
Due to our strict hygiene policy, we do not offer product exchanges. This is to ensure all customers receive products that meet the highest standards of safety and quality.
Warranty
All purchased items are covered by a 2-year warranty against manufacturing defects. In rare cases where a product malfunctions, we offer a replacement service within one year from the date of purchase.
Refunds for returned items will be processed within 7 to 10 business days after we receive and inspect the returned product.
Non-Refundable / Sale Items
Products marked as “Final Sale” on the product page are non-refundable. These include:
Accessories
Custom orders (e.g., product drawings)
All Sale items
Order / Product Refunds
If an order is canceled before shipment, we will issue a full refund to the customer without undue delay.
For unopened product returns, refunds will be processed after we receive and inspect the returned item.
(Please note: A 15% restocking fee will be deducted from the refund.)
Refund Processing Time: 1–3 business days