At XTU, we want you to shop with confidence. If you are not satisfied with your purchase, eligible products purchased directly from xtucam.com may be returned within 30 days of delivery, subject to the conditions outlined below.
This Return & Refund Policy applies only to products purchased directly from the official XTU website.
Products purchased through Amazon, TikTok Shop, Shopee, other online marketplaces, authorized retailers, or third-party sellers are subject to the return and refund policies of the original place of purchase.
Before returning any product, please contact XTU Customer Support to request return authorization and obtain the correct return address.
Email: support@xtucam.com
Please do not return a product without contacting us first, as unauthorized returns may not be accepted or processed.
1. 30-Day Return Policy
Eligible products purchased directly from xtucam.com may be returned within 30 days of delivery.
To request a return, please contact XTU Customer Support within 30 days of the date your order was delivered.
Return requests submitted after the 30-day return period may not be accepted, except where otherwise required by applicable law or covered under the XTU Warranty Policy.
2. Return Eligibility
To be eligible for a return, the product should:
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Be returned within 30 days of delivery
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Be in its original condition with no excessive wear, damage, or misuse
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Include the original packaging where reasonably possible
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Include all accessories, manuals, cables, mounts, batteries, and other items originally included with the product
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Include valid proof of purchase or an XTU order number
XTU reserves the right to inspect returned products before approving a refund.
Products showing signs of misuse, accidental damage, unauthorized modification, improper installation, or damage caused by failure to follow product instructions may not qualify for a return or full refund.
3. Non-Returnable Items
Certain products or situations may not qualify for return, including:
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Products returned more than 30 days after delivery
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Products damaged due to misuse, accidents, improper installation, or unauthorized modification
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Products with missing components, accessories, or serial numbers
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Products showing excessive wear or damage not caused by a product defect
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Products purchased from third-party sellers or marketplaces
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Gift cards, downloadable products, or other non-physical items, where applicable
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Products otherwise identified as final sale or non-returnable at the time of purchase
Nothing in this policy limits any rights you may have under applicable consumer protection laws.
4. Order Cancellation
If your order has not yet been shipped, please contact XTU Customer Support as soon as possible to request cancellation.
We will make reasonable efforts to cancel the order before shipment. However, cancellation cannot be guaranteed once the order has entered the fulfillment process.
If your order has already been shipped, cancellation may no longer be possible. You may need to wait until the package is delivered and then request a return in accordance with this policy.
If an eligible cancellation is successfully processed, the refund will generally be issued to the original payment method.
5. Damaged, Defective, Incorrect, or Incomplete Products
If you receive a product that is damaged, defective, incorrect, or missing items, please contact XTU Customer Support as soon as possible.
To help us resolve the issue efficiently, please provide:
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Your XTU order number
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A description of the issue
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Photos or videos clearly showing the problem, where applicable
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Photos of the package and shipping label if the product was damaged during delivery
After reviewing the case, XTU may provide an appropriate solution depending on the circumstances, including:
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Replacement
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Reshipment
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Repair
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Partial refund
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Full refund
If a return is required because of an error attributable to XTU or an eligible product defect, XTU will cover reasonable return shipping costs where applicable.
6. Returns for Personal Reasons
If you wish to return an eligible product because you changed your mind, ordered the wrong product, no longer need the item, or for another reason not attributable to XTU, you may be responsible for the return shipping costs.
Original shipping fees, express shipping fees, and other logistics costs may not be refundable once the order has been shipped, except where otherwise required by applicable law.
The returned product must meet the eligibility requirements described in this policy.
7. How to Request a Return
To request a return:
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Contact XTU Customer Support at support@xtucam.com.
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Provide your order number and the reason for the return.
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Provide photos or videos if the return involves a damaged, defective, incorrect, or incomplete product.
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Wait for our customer support team to review your request.
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Once approved, we will provide return instructions and the appropriate return address.
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Package the product securely and return it according to the provided instructions.
Please do not send your product to an address shown on the original shipping package without first contacting us.
The correct return address may vary depending on your country, product, and fulfillment warehouse.
Returns sent to an unauthorized or incorrect address may result in delays or may not be accepted.
8. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
XTU-Related Issues
If the return is required because of an eligible product defect, incorrect item, missing item, shipping damage, or another error attributable to XTU, we will cover reasonable return shipping costs where applicable.
Personal Reasons
For returns due to a change of mind, accidental purchase, incorrect product selection, or another reason not attributable to XTU, the customer is generally responsible for return shipping costs.
We recommend using a trackable shipping service when returning a product.
XTU is not responsible for returned packages that are lost during return transportation when the customer arranges the return shipping, except where otherwise required by applicable law.
9. Refunds
Once your returned product has been received, we will inspect it to confirm that it meets the applicable return requirements.
We will notify you once the return has been reviewed.
If your refund is approved, XTU will generally initiate the refund to your original payment method.
Depending on the circumstances, deductions may apply for missing components, product damage, non-refundable shipping charges, or other applicable costs, where permitted by law.
10. Refund Processing Time
After an approved return has been received and inspected, we generally initiate the refund within 1–3 business days.
After the refund is issued, additional processing time may be required before the funds appear in your account.
The actual processing time depends on your:
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Bank
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Credit or debit card issuer
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PayPal account
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Apple Pay or Google Pay payment method
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Other payment provider
XTU cannot control processing times imposed by banks or payment providers.
Currency conversion differences, foreign exchange fees, or other charges imposed by your bank or payment provider are outside XTU's control.
11. Exchanges
If you receive a damaged, defective, or incorrect product and would like a replacement, please contact XTU Customer Support.
Depending on product availability and the circumstances of your request, we may offer a replacement or another appropriate solution.
For exchanges requested for personal reasons, you may be asked to return the original product and place a new order.
12. Products Purchased from Amazon or Other Retailers
This Return & Refund Policy applies only to products purchased directly from xtucam.com.
If you purchased an XTU product through:
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Amazon
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TikTok Shop
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Shopee
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Another online marketplace
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An authorized retailer
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A third-party seller
please contact the original seller or marketplace and follow their applicable return and refund policy.
XTU's product warranty may still apply to eligible products according to the terms of our Warranty Policy.
13. Refused or Undeliverable Packages
If a package is returned to XTU because the customer refused delivery, provided an incorrect or incomplete address, failed to collect the package, or otherwise caused the shipment to be undeliverable, applicable shipping and return costs may be deducted from the refund where permitted by law.
If a delivery problem is caused by XTU or the shipping carrier, please contact our customer support team so we can investigate and provide an appropriate solution.
14. Refunds for Lost Packages
If your package appears to be lost in transit, please contact XTU Customer Support with your order number and tracking information.
We will work with the shipping carrier to investigate the shipment.
If the package is confirmed lost and the loss is not attributable to the customer, XTU may provide a replacement, reshipment, or refund as appropriate.
If tracking shows that the package has been successfully delivered but you cannot locate it, please first check your delivery location, household members, neighbors, building management, or carrier before contacting us.
15. Warranty Claims
Returns and warranty claims are handled separately.
The 30-day return period covers eligible returns after delivery, while eligible product defects occurring outside the return period may be covered under the XTU Warranty Policy.
Please refer to our Warranty Policy for warranty coverage, eligibility, exclusions, and claim procedures.
16. Contact XTU Customer Support
If you have questions about a return, refund, cancellation, damaged product, or order issue, please contact us:
Email: support@xtucam.com
When contacting us about an existing order, please include your order number and a brief description of the issue so we can assist you more efficiently.
We are committed to providing a fair and reliable after-sales experience for XTU customers.