Thank you for shopping at Xinitelab! We want you to be completely satisfied with your lamp or lighting purchase. If you have any questions, feel free to contact us via our Contact Us page.
Returns and Exchanges
- Return Period: You have up to 30 days from the delivery date to initiate a return or exchange. The item should be in like-new condition, showing no visible signs of wear and tear. If the return or exchange is not a result of our error and is not covered by our warranty for manufacturer defects, the buyer is responsible for return shipping costs.
Order Cancellation
- Cancellation Window: You have 12 hours from the time of order placement to request a cancellation. During this period, we will make every effort to process your cancellation promptly and issue a full refund. To initiate a cancellation, please contact our customer support team with your order details.
- After the 12-hour window, we are unable to cancel orders, as they may already be in the processing or shipping stages.
The Product Never Arrived
- Shipping Timeframe: We anticipate that shipping will fall within 2-5 days. This estimate does not include the time required for product preparation and shipment, which typically takes 1-2 business days. If your product has not arrived within 15 days of order placement, please be patient for an additional up to 25 days due to potential delays such as weather, mail issues, or customs procedures.
- If your product has not arrived after 25 days, we will issue a 100% refund to you.
Damaged on Arrival
- If your lamp or lighting product arrives damaged, please capture clear photos and videos of the damage and promptly send them to our customer support team at help@xinitelab.com. Once our team verifies and confirms the damage, you will be offered two options:
- Receive a replacement lamp at no additional cost.
- Receive a 100% refund.
Defective or Broken Product After Use
- If the lamp or lighting product fails to function properly or is found to be defective within 30 days of receipt, we will provide a complimentary replacement or issue a full refund.
Change of Opinion
- You have 30 days from the date of receiving your lamp or lighting product to initiate a return. To begin the return process, please contact us at help@xinitelab.com, and we will provide the necessary return address. Please note that returns are only accepted for unused products in their original packaging.
Exchanges
- If you wish to exchange your lamp or lighting product, you have 30 days from the date of receipt to initiate the exchange. The product must be unused and in its original packaging. You will be responsible for return shipping costs. Please contact our customer support team at help@xinitelab.com for assistance with the exchange process.
Wrong Product
- If you received the wrong lamp or lighting product, please report it to us within 30 days of delivery, along with a photo of the item. We will either:
- Send you a replacement product at no additional cost, or
- Issue a full refund.
Contact Information for Support
- Email: help@xinitelab.com
- Hours: Monday – Friday, 9 AM – 5 PM (US Eastern Standard Time)
Conditions for Returns
- Unused and Original Condition: Items must be unused, unwashed, and in the same condition that you received them. They must also be in their original packaging.
- Proof of Purchase: You must provide a valid proof of purchase, such as the order number or receipt.
- Time Limit: Returns must be initiated within 30 days of the delivery date.
- Non-Returnable Items: Certain items are not eligible for return, including gift cards, downloadable software products, and perishable goods.
Return Process
- Contact Us: Before returning any lamp or lighting product, please contact our customer service team to obtain a return authorization and shipping instructions.
- Packaging: Securely package the lamp(s) you wish to return, including all original packaging and accessories.
- Return Shipping: You are responsible for the cost of return shipping. We recommend using a trackable shipping method and insuring the package for the full value of the items being returned.
- Inspection and Processing: Once we receive your return, our team will inspect the items to ensure they meet our return policy conditions. Upon approval, we will process your refund or exchange within 30 business days.
Refunds
- Method of Refund: Refunds will be issued to the original payment method used for the purchase.
- Processing Time: Please allow 30 business days for the refund to appear in your account, depending on your financial institution.
Exchanges
- Availability: Exchanges are subject to product availability. If the desired lamp or lighting product is out of stock, we will issue a refund instead.
- Exchange Process: Follow the same return process outlined above, indicating your desire for an exchange. Once we receive your returned item(s), we will process the exchange and ship the new item(s) to you.
Damaged or Defective Items
- If you receive a damaged or defective lamp or lighting product, please contact us immediately for assistance. We will work with you to replace the item or issue a refund as quickly as possible.
Chargebacks and Disputes
- By placing an order on Xinitelabs.com, you agree to abide by our refund policy. Chargebacks initiated due to buyer’s remorse, unauthorized purchases, or dissatisfaction with undamaged products will not be honored.
- If a chargeback is initiated against a valid order, the buyer forfeits the right to request a refund through our return process.
- Refunds will only be issued in cases where the delivered lamp is damaged or defective, subject to our inspection and approval.
- Customers are encouraged to contact our support team to resolve any issues before initiating disputes with their financial institutions.
Verification for High-Risk Orders
- Xinitelab reserves the right to request personal identification documents, such as a government-issued ID, driving license, bank statement, or any other relevant document, to verify buyer details for order confirmation. This verification process applies to high-risk orders that may involve fraudulent or spam activities.
- Failure to provide the requested documents may result in order cancellation.
Contact Us
If you have any questions about our return policy or need assistance with a return, please don’t hesitate to contact our customer service team at:
- Trade Name: Xinitelab
- Business Number: +1 (606) 409-8564
- Business Email: help@xinitelab.com
- Physical Address: 1351 Greens Pkwy #115Houston, TX 77067, USA
- Business Address: 311 Cedar Ridge Dr, London, Kentucky 40744, United States
- Opening Hours: Monday – Friday: 08:00 AM – 06:00 PM
- We aim to respond within 24 hours on working days.
Policy Updates
We reserve the right to update our return policy at any time without prior notice. Please refer to our website for the most current version of our return policy.
Thank you for choosing Xinitelab! We appreciate your business and want you to love your new lamp!