At XBM PRODUCTS, customer satisfaction is important to us. As most of our products are customized and handmade, we have a clear refund policy to maintain transparency and fairness for both customers and our business.
1. Customized Products
All customized or personalized products (including name printing, photo printing, engraved items, or made-to-order designs) are non-refundable and non-returnable once the order has been confirmed and production has started. This is because such items are made specifically according to the customer’s instructions.
2. Order Confirmation
Customers are requested to carefully review all customization details before confirming their order. Once an order is confirmed, it cannot be cancelled, changed, or refunded.
3. Advance Payment
For customized orders, advance payment is mandatory. In case of order cancellation by the customer after confirmation, the advance amount will not be refunded.
4. Damaged or Incorrect Items
If you receive a product that is:
- Damaged during delivery, or
- Incorrect (different from what was ordered)
You must inform XBM PRODUCTS within 24 hours of receiving the parcel, along with clear pictures or video proof of the issue. After verification, we will offer:
- A replacement, or
- Store credit (if replacement is not possible)
Refunds in cash are not guaranteed.
5. Delivery Issues
XBM PRODUCTS is not responsible for delays caused by courier services, weather conditions, or incorrect delivery details provided by the customer. Refunds will not be issued for delivery delays.
6. Color & Design Variations
Slight variations in color, size, or design may occur due to lighting, screen resolution, or handmade nature of products. These variations do not qualify for refunds or returns.
7. Refusal of Parcel (COD)
If a customer refuses a Cash on Delivery (COD) parcel without a valid reason, no refund will be issued, and future orders may require full advance payment.
8. Refund Processing
If a refund is approved, it will be processed within 7–10 working days through the original payment method or as store credit.
9. Policy Updates
XBM PRODUCTS reserves the right to update or modify this Refund Policy at any time without prior notice. Updated policies will be effective immediately after posting.