↩️ RETURN & REFUND POLICY
Easy returns, worldwide
At xoqra.com, we want you to love every product you receive. This policy explains when goods can be returned or exchanged, who pays return shipping, and how refunds are processed — including our global shipping terms.
Shipping fees (any product)
No surprises — the exact fee is shown at checkout.
We ship to
From Sydney to Seattle, Toronto to Tokyo — your order travels to you reliably.
Standard delivery time
7–15 business days after dispatch.
Processing: 1–3 business days. Tracking included for every order.
Weekends & public holidays excluded. You’ll receive a tracking link via email.
1. Eligibility period
You may request a return or exchange within 30 days of receiving your order. Requests submitted after this period are not eligible.
2. Condition of returned goods
To be eligible for a full refund or exchange, all products (goods) must be unused, undamaged, and in original condition. You may open the package to inspect the appearance, but the item must not show signs of wear, stains, odours, or scratches. Any original labels, tags, or accessories must remain intact. If the item is damaged due to insufficient return packaging, the refund amount may be reduced.
Note: For hygiene reasons, certain categories (e.g., personal care items) may have additional restrictions — please refer to the product page.
3. Who pays return shipping?
xoqra.com pays reasonable return shipping costs when the issue is our responsibility:
- The item arrived damaged or defective.
- You received the wrong item, or the item does not match your order.
You pay return shipping costs for personal reasons:
- Change of mind.
- Ordered the wrong product.
- Expectations not meeting personal preference.
Return shipping costs vary by region (Australia, Canada, USA, Rest of World) and depend on the carrier you choose.
4. How to submit a return request
- Contact us first.
Email [email protected] with your order number and the product name (or SKU), and clearly state whether you are requesting a return or exchange. - Provide photos if there is a problem.
For damaged, defective, or incorrect items, include clear photos of the item and the outer packaging. - Wait for approval and the return address.
If your request is approved, we will provide the correct return address and instructions. Do not send items back to the shipping address shown on the parcel. - Ship the parcel and keep proof of postage.
Keep your receipt and tracking number until the return is fully processed.
5. Return labels
If the return is due to our responsibility (damaged/defective/wrong item), we will provide a prepaid return label or an alternative arrangement at no cost to you, depending on your region (Australia, Canada, USA, or Rest of World). For customer-responsible returns, you must ship the item back using a carrier of your choice and pay all return shipping costs and related fees.
6. Incorrect or incomplete addresses; lost parcels
Please ensure your delivery address is complete and accurate. If a parcel is returned due to an incorrect or incomplete address, any reshipping cost will be your responsibility. If a parcel is confirmed lost in transit before delivery due to carrier handling, we will provide an appropriate resolution such as a replacement shipment or a refund for the affected order, as applicable.
7. Returns that may be refused
A return or refund may be refused (or reduced) if:
- the item shows clear signs of use, damage, or wear not caused by shipping issues,
- goods are returned without approval,
- items are missing original parts/accessories/packaging required for resale, or
- the return shipment contains items not sold by xoqra.com.
8. Refund processing
After we receive your return, we will inspect it and notify you by email of approval or rejection. Approved refunds are issued to the original payment method. Refunds are typically completed within 7 business days after inspection and approval. Business days do not include weekends or public holidays.
If you cancel an order before it has been dispatched, we will refund the amount paid. Once an order has shipped, it cannot be cancelled, but you may request a return in accordance with this policy.
9. Need help?
If you have questions about returns, exchanges, or refunds — or about our global shipping rules — please contact us.
Email: [email protected]
🌍 Fast, fair shipping — always transparent
Free shipping over $50 USD to Australia, Canada, USA, and Rest of World. Flat $10 USD for orders under $50.
Standard delivery: 7–15 business days with full tracking. Start your return easily — we’re here to help.
© xoqra.com — Premium goods delivered worldwide. Returns policy v2.0 (shipping integrated).