REFUND & RETURN POLICY

XLG Refund & Return Policy

At XLG, we carefully select and inspect our products to ensure that every order meets our quality standards. We want you to feel confident when shopping with us.

1. Return Period

In accordance with applicable consumer protection laws in Taiwan, customers who purchase eligible products through our online store may exercise their right to cancel the purchase within 7 days after receiving the product, unless the product or service falls within a legally recognized exception.

The 7-day period is a cooling-off period and does not mean that products may be used without limitation.

2. Return Conditions

To help us process your return efficiently, returned products should, where reasonably possible, include the original packaging, accessories, tags, certificates, gifts, and other items supplied with the order.

Customers may inspect products to the extent reasonably necessary to determine their nature, characteristics, and condition.

If a product has been damaged, altered, contaminated, or diminished in value due to handling beyond what is reasonably necessary for inspection, applicable deductions or other remedies may apply in accordance with law.

3. Non-Returnable Items

Certain products or services may be excluded from the statutory 7-day cancellation right where permitted by applicable law and where the required notice has been provided to the customer.

These may include customized products, certain opened personal hygiene products, opened audiovisual products or software, and qualifying digital content or online services supplied with the customer’s prior consent.

This does not affect any rights the customer may have regarding defective or non-conforming products.

4. Damaged or Incorrect Items

If you receive an incorrect, damaged, or defective product, please contact XLG Customer Service as soon as possible and provide your order number together with photographs or other relevant information.

We will review the case and provide an appropriate solution in accordance with applicable law.

5. Refunds

Once a return or cancellation has been confirmed, refunds will be processed using the original payment method whenever reasonably possible.

Processing times may vary depending on the payment provider, bank, or financial institution.

6. Return Requests

To request a return or refund, please contact:

XLG Customer Service
Email: premiumxlg@proton.me

Please include your order number and a brief description of your request.

XLG reserves the right to update this policy where permitted by law. Nothing in this policy is intended to limit any mandatory consumer rights provided under applicable law.