Return and Exchange Policy for Household Goods: Shop with Confidence

Thank you for choosing our household products! To ensure you have a worry-free shopping experience while selecting kitchen items, cycling gear, and pet supplies (including corkscrews, dish racks, peelers, silicone pot lid mats, motorcycle/bike cup holders, thermal head covers, adjustable bungee cords, helmet motorcycle phone mounts, dog chew ropes, and plush cat beds), we have established the following clear and fair return and exchange policy. Please read the details below for a better understanding of the process.

1. Basic Return and Exchange Period

You can enjoy free returns and exchanges within 14 days from the date you receive our products. After 14 days, we will be unable to process return or exchange requests, so please inspect your items promptly after receipt to ensure they meet your expectations.

2. Conditions for Return and Exchange

• The product must be unused and in its original condition, including packaging, labels, accessories, and manuals. Any missing parts may affect the processing of the return or exchange request.
• The product itself must not have quality issues. If the reason for the return or exchange is personal preference or size mismatch (in the case of size-related products), the product must be in perfect condition and undamaged.
• If there is a quality issue with the product (e.g., the corkscrew doesn't work, the silicone pot lid mat cracks, the plush cat bed is damaged due to a manufacturing defect), please contact us within 14 days, and we will prioritize processing your return or exchange, covering the related shipping costs.

3. Situations Where Returns and Exchanges Are Not Accepted

We cannot process returns or exchanges in the following situations:

• Damage caused by personal use, including but not limited to: scratches or breakage caused by accidental bumps during use (e.g., dish rack breaking, helmet motorcycle phone mount damaged), deformation caused by improper cleaning (e.g., thermal head cover shrinking after washing, dog chew rope being chewed and cut), or damage caused by disassembling or modifying the product.
• Products that have been used and cannot be resold, such as kitchen items stained with grease, cycling gear showing obvious signs of use (e.g., adjustable bungee cords showing wear), or pet products that have been used by pets (e.g., a cat bed with fur residue).
• Return or exchange requests submitted after the 14-day period.
• Missing packaging, labels, accessories, or other parts, making it impossible to verify the product's integrity.

4. Return and Exchange Process

• Application Communication: If you need to return or exchange an item, please contact our customer service at service@mail.ximorent.com within 14 days. Provide your order number, the product name, the reason for the return/exchange, and any supporting photos (e.g., clear pictures of any quality issues). Our customer service team will process the request promptly.
• Review and Confirmation: Customer service will review your request within 1-2 business days. Once approved, we will provide detailed instructions on how to return or exchange the product, including the return address and any necessary steps.
• Return the Product: Please securely pack the product and send it to the designated return address provided by customer service: Hubei Province, Wuhan City, Dongxihu District, Lifangcheng Building 8, Unit 1, 7th Floor, Room 05-44 (We recommend using a shipping method with tracking, and retaining the tracking number for future reference).
• Inspection and Follow-Up: Once we receive the returned product, we will inspect it within 3-5 business days. If the product meets the return or exchange conditions: For Return Requests: A refund will be processed within 7 business days after the product passes inspection, and will be refunded to your original payment account. Please note that refund timing may vary depending on the payment platform rules, so monitor your account balance accordingly. For Exchange Requests: Once the product passes inspection, we will arrange for the exchange and send a replacement item within 1-3 business days (excluding weekends and holidays). The expected delivery time will be 12-15 business days.

5. Helpful Reminders

• Please include your order number, name, and contact information inside the return package to avoid delays in processing your return or exchange.
• For non-quality related returns or exchanges, the return shipping cost will be borne by you. If there is a quality issue, we will reimburse the reasonable return shipping cost after confirming the issue (please keep the shipping receipt for reimbursement).
• If you have any questions during the return or exchange process, or if you do not receive your refund within the specified time, please contact customer service via email. We will do our best to assist you and ensure that your return or exchange experience is smooth.

We are committed to providing you with high-quality household products and services. This return and exchange policy is designed to protect your rights and ensure that you can make the most of the service. Thank you for your understanding and support. We look forward to providing you with convenient and practical items for your life in the USA!