XTEINK Europe Return, Refund & Warranty Policy

Thank you for choosing XTEINK. We hope you are satisfied with your purchase. This Return, Refund & Warranty Policy applies to customers purchasing from the XTEINK Europe store in applicable European countries, including the EU/EEA and the UK.
This policy applies only to orders placed directly through XTEINK's official Europe online store.
Orders purchased through Amazon, AliExpress, third-party dealers, resellers, or other third-party platforms are not covered by this policy. Please contact the seller or platform where the purchase was made for after-sales support. This does not affect any rights you may have under applicable law against the manufacturer, importer or EU responsible person of the product.
Nothing in this policy limits or excludes any mandatory consumer rights provided under applicable EU or national law.
In this policy, "warranty" means the statutory legal guarantee described below and the voluntary replacement service under "Damage Caused by External Force". XTEINK does not offer any separate commercial guarantee beyond your statutory rights unless expressly stated in writing.

14-Day Statutory Right of Withdrawal

If you are a consumer purchasing from our Europe online store, you generally have the statutory right to withdraw from your purchase within 14 days from the date of delivery, without providing a reason, subject to applicable legal exceptions in your country.
How to Exercise Your Right of Withdrawal
To exercise your statutory right of withdrawal, you may use the online withdrawal function on our website or contact XTEINK Support within the 14-day withdrawal period:
Please provide:
  • Order number;
  • Product name or model;
  • Your intention to exercise the right of withdrawal.
After notifying us of your withdrawal, please follow the return instructions provided by XTEINK Support.
Where you withdraw through the online withdrawal function, we will acknowledge receipt of your withdrawal without undue delay. The 14-day period runs from the day you, or a third party other than the carrier and indicated by you, acquires physical possession of the goods.

Additional 30-Day Commercial Return Policy

In addition to the statutory 14-day withdrawal right, XTEINK provides a commercial return policy within the overall 30-day return window from the date of delivery. The period from day 15 to day 30 is provided as an additional commercial return benefit beyond the statutory withdrawal period.
Under this commercial policy, eligible customers may request a return between day 15 and day 30 from the date of delivery, subject to the return conditions below.
The additional commercial return policy does not replace, restrict, or otherwise affect your statutory consumer rights.

Return Conditions

1. Statutory 14-Day Withdrawal

During the statutory withdrawal period, you may inspect and handle the product to the extent reasonably necessary to establish its nature, characteristics, and functioning.
If the value of the product has been diminished because it was handled beyond what is necessary for such inspection, XTEINK may make an appropriate deduction to the extent permitted by applicable law.
A return cannot be rejected solely because the original packaging has been opened, except where the law permits this, for example where sealed goods are unsuitable for return for health protection or hygiene reasons and have been unsealed after delivery. Where a deduction is made for diminished value, we will inform you of the amount and the reason.

2. Additional 30-Day Commercial Return

For returns made under XTEINK's additional commercial return policy after the statutory withdrawal period, the product should be returned in its original condition whenever possible, including the original packaging and applicable accessories.
For personal-reason returns, the following conditions apply:
  • The product must not have been intentionally damaged or modified;
  • The product and applicable accessories should be returned as required;
  • Missing or damaged accessories may result in a corresponding deduction;
  • The condition of the returned product may affect the final refund amount.

Refunds

1. Statutory 14-Day Withdrawal

For a valid exercise of the statutory right of withdrawal, XTEINK will reimburse all payments received from you, including the standard delivery cost, without undue delay and in any event not later than 14 days from the day we are informed of your withdrawal. The refund will be made using the same means of payment you used, and you will not incur any fees as a result.
The refund will generally include the standard delivery cost paid at the time of purchase, subject to applicable legal requirements. Any additional cost resulting from the consumer choosing a more expensive delivery method than the standard delivery option may not be refundable.
XTEINK may withhold the refund until the returned goods have been received or the consumer has provided evidence that the goods have been sent back, whichever occurs earlier, where permitted by applicable law.

2. Additional 30-Day Commercial Return

For returns made under XTEINK's additional commercial return policy, the final refund amount will depend on the condition of the returned product.

Unopened Products

Eligible unopened and unused products may be returned without a restocking fee.

Opened or Used Products

For products returned under the additional commercial return policy after the statutory withdrawal period, a restocking fee of up to 20% of the product value may apply, subject to applicable local laws and regulations. This fee applies only to personal-reason returns after the statutory withdrawal period. No fee or deduction applies where the return is based on a lack of conformity, a defect or any other statutory right, and this fee is not cumulative with the fee under "Products with Scratches or Physical Wear".

Products with Scratches or Physical Wear

If the returned device has scratches or other physical wear that affects its resale condition, a 15% restocking fee may apply, subject to applicable local laws and regulations. In any event, the total deduction will not exceed 20% of the product value.

Missing or Damaged Accessories

If included accessories, promotional items, or other components are missing or damaged, XTEINK may make a corresponding deduction based on the actual value of the missing or damaged items, subject to applicable law.

Return Shipping Costs

1. Statutory Withdrawal

For a valid statutory withdrawal, the customer may generally be responsible for the direct cost of returning the goods, provided that XTEINK has informed the customer of this responsibility before purchase and applicable law does not require otherwise. If we have not provided that information before the purchase, XTEINK will bear the cost of returning the goods.
For eligible returns handled through XTEINK's European warehouse, XTEINK may provide a prepaid return label where applicable.
Please follow the return instructions provided by XTEINK Support.

2. Quality-Related Returns

If a product is defective or does not conform to the contract, XTEINK will provide the applicable statutory remedy in accordance with the laws applicable in the customer's country.
Where repair or replacement is required, the remedy will be provided without charge to the consumer, including necessary shipping costs.

3. Additional 30-Day Commercial Returns

For personal-reason returns made under XTEINK's additional 30-day commercial return policy:
  • The customer is generally responsible for return shipping costs;
  • Any applicable international return shipping costs are the customer's responsibility;
  • Any customs clearance fees or other return-related charges, where applicable, may be the customer's responsibility;
  • XTEINK may provide a prepaid return label for eligible returns handled through our European warehouse.
Please do not send a return using Cash on Delivery (COD) or any shipping method that requires XTEINK to pay charges upon delivery.

Legal Guarantee and Statutory Consumer Rights

Products purchased by consumers through the XTEINK European website are covered by the applicable statutory consumer rights and legal guarantees in the customer's country.
For customers in the EU/EEA, applicable EU consumer rules generally provide a minimum two-year legal guarantee of conformity for new goods, subject to applicable national law. Customers in the UK are protected by applicable UK consumer protection laws, including statutory rights relating to faulty, misdescribed, or unsatisfactory goods. Some Member States provide longer periods, and many presume that a defect appearing within a specified period after delivery existed at the time of delivery. Where the law of your country of residence is more protective, that law prevails.
The legal guarantee applies when the product:
  • Does not conform to the contract;
  • Does not correspond to the agreed description or characteristics;
  • Does not have the functionality, compatibility, or other characteristics required by the contract;
  • Has a defect or functional problem that falls within the applicable statutory conformity rules.
The specific legal rights and procedures may vary according to the applicable national law of the consumer's country.

Remedies for Lack of Conformity

If a product is found to be defective, not as described, or otherwise not in conformity with the applicable statutory requirements, consumers may be entitled to one or more remedies under the laws applicable in their country, which may include:
  • Repair;
  • Replacement;
  • Price reduction;
  • Refund or termination of the contract where legally applicable.
Repair or replacement must generally be provided without charge to the consumer when required by law, including necessary costs such as shipping, labour, and materials.

Current XTEINK Service Process

To provide a faster resolution, XTEINK currently handles confirmed quality-related cases primarily through replacement or another appropriate resolution.
Customers should contact XTEINK Support before sending a product back.
Please do not return a product unless XTEINK Support specifically instructs you to do so.

Damage Caused by External Force

Damage caused by accidental drops, impacts, crushing, screen breakage, liquid damage, or other external force is generally not considered a manufacturing defect or lack of conformity.
Where such damage is outside the scope of the applicable statutory legal guarantee, XTEINK may offer a paid replacement option. Please contact customer service for details.
Eligibility for this replacement program is subject to confirmation by XTEINK Support.
Replacement fees may not include shipping costs, customs duties, taxes, or other applicable charges unless otherwise stated.
This commercial replacement program does not limit or affect any mandatory statutory consumer rights applicable to your purchase.

Damaged, Defective, or Incorrect Items Upon Delivery

If your order arrives damaged, defective, or contains an incorrect product, please contact XTEINK Support as soon as possible.
Please provide:
  • Order number;
  • Product model;
  • Serial number, where applicable;
  • Photos of the product;
  • Photos of the outer packaging;
  • Photos of the shipping label;
  • A video showing the issue, where applicable.
Providing these items helps us process your claim faster, but is not a precondition for exercising your statutory rights. If you cannot provide any of them, we will still handle your claim in accordance with applicable consumer protection law.
After reviewing the information, XTEINK will determine the applicable solution in accordance with this policy and applicable consumer protection laws.
Where a product is defective or damaged during delivery, XTEINK will provide the applicable statutory remedy where required. The seller remains responsible for damage occurring during transportation to the consumer.

Order Cancellation

1. Before Shipment

If your order has not yet been shipped, you may contact XTEINK Support to request cancellation:
Please provide your order number and reason for cancellation.
Cancellation requests are subject to the actual fulfillment status of the order.

2. After Shipment

Once an order has been shipped, it cannot be canceled through the standard order cancellation process.
If you no longer want the product, you may exercise your applicable statutory withdrawal right or request a return under XTEINK's additional commercial return policy after delivery.

3. Shipping Address

Please carefully verify your shipping information before placing your order.
Once an order has been confirmed, changes to the shipping address may not be possible.

Failed or Undeliverable Deliveries

Customers are responsible for providing accurate and complete shipping information.
If delivery fails due to customer-provided information or customer actions, including:
  • Incorrect or incomplete shipping information;
  • Recipient being unavailable;
  • Refusal to accept the package;
  • Failure to provide information required for customs clearance;
  • Refusal to pay applicable customs duties or taxes;
Additional shipping, return shipping, customs, or other charges may apply, subject to applicable law.
If a package is returned to XTEINK, please contact XTEINK Support to discuss the available options.
For failed deliveries caused by circumstances outside the customer's control, XTEINK will review the circumstances and provide an appropriate solution in accordance with applicable law.

Pre-Order Products

Pre-order products will ship within the estimated timeframe specified on the relevant product detail page at the time of purchase.
Shipping dates for pre-order products are estimates and may be adjusted due to production, inventory, or logistics circumstances; We will inform you of any material delay. If we fail to deliver the goods within 30 days of the estimated date, you may terminate the contract and obtain a full refund.
Any statutory consumer rights applicable to pre-order purchases remain unaffected.

Duties and Taxes

Prices, VAT treatment, customs duties, and other taxes may vary depending on the destination country and the applicable tax rules.
Any applicable VAT, customs duties, import taxes, or other government-imposed charges will be presented or handled in accordance with applicable law and the information provided at checkout.
Customers should review the applicable charges before completing their purchase.
For returns, refunds, or warranty claims, the treatment of VAT, customs duties, and other taxes will be handled in accordance with applicable law.

Third-party Firmware, Software, or Hardware Modification

Third-party hardware disassembly, firmware modification, software modification, or other system modifications may affect device performance, reliability, and safety.
Any damage, malfunction, or performance issue caused by the installation, use, or modification of any third-party firmware, software, or system is not covered under XTEINK's warranty or after-sales service.
If you experience a hardware or software issue, please contact XTEINK Support before attempting to disassemble, modify, or repair the device.
Nothing in this section limits any mandatory statutory consumer rights that cannot legally be excluded.

Statutory Consumer Rights

Your statutory consumer rights under applicable EU, UK, and national consumer protection laws are not affected by this policy.
In particular, eligible consumers generally have:
  • A 14-day statutory right of withdrawal for distance purchases, subject to applicable legal exceptions; and
  • For customers in the EU/EEA, a minimum two-year legal guarantee of conformity for new goods under applicable EU consumer rules. Customers in the UK are protected by applicable UK statutory consumer rights for faulty, misdescribed, or unsatisfactory goods.
If a product is defective or does not conform to the contract, consumers may have statutory rights to request repair or replacement and, where legally applicable, a price reduction or refund.
This policy is intended to supplement, not replace, your statutory consumer rights.

Contact Us

For questions regarding returns, refunds, exchanges, legal guarantee claims, or other after-sales matters, please contact:
XTEINK Support Team
If we cannot resolve your complaint, you may also contact the consumer protection authority or an alternative dispute resolution (ADR) body in your country of residence; a list of such bodies is available at consumer-redress.ec.europa.eu.
To help us process your request efficiently, please include:
  • Order number;
  • Product model;
  • Serial number;
  • Description of the issue;
  • Photos or videos, where applicable.
XTEINK will review each return, refund, replacement, and conformity claim based on the order information, product condition, applicable policy, and relevant laws and regulations.

This latest Return, Refund & Warranty Policy is effective on September 24, 2026. XTEINK may update this policy from time to time. Such updates will not affect orders already placed or your statutory rights. Where this policy conflicts with the mandatory consumer law of your country of residence, that law prevails.