Refund and Returns

Quality issue

If you have a quality issue to report, you can write us an email at and we will suggest solutions for you. If we feel that the issue needs to be checked by the tech team, we will inform you to return and we will offer you a replacement product. X-SURE is responsible for shipping costs. You can email us and we will provide you with the return shipping address.

All quality-related defects on items sold directly by X-SURE are covered by a 12-month warranty, starting from the date of purchase.

1. Non-customized Products

Don’t like the product and want to return it If it is not related to the product quality problem, the customer must request it within 15 days upon product/parcel arrival, and the customer needs to pay the return shipping cost, as we’re not able to request a return shipping label from courier partner at the moment, the return cost needs you to check with the courier of Postal service. Once we received the product, we will issue a refund for the product cost only (we will not cover the shipping cost from and to X-SURE warehouse). You can email us at and we can provide you with the address where you can return the product.

2. Customized Products

For customized products, before we are ready to process, we will notify you and obtain your confirmation, and once the product is already started processing, refund, return and exchange are not allowed, full refunds are only supported before the start of processing.

Order cancellations

If you have notified us of order cancellations, but the product has already been shipped out, you will have to reship the product back to us in case you still do not want it. Once it goes out of our warehouse, we cannot cancel your order.

Refunds (if applicable)

We offer refund/replacement only once we have received the product and checked by the tech team. It generally takes up to 7 working days for the refund to process. A refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


  1. Buyer must provide sufficient proof of purchase
  2. X-SURE must document what happens when buyers troubleshoot the product
  3. The defective item’s serial number and/or visible proof depicting the defect are required
  4. It may be necessary to return the item for quality inspection
Valid proof of purchase
  1. Order number from online purchases made through X-SURE
  2. Sales invoice

That shows a description of the product along with its price.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

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