XciteShop Return Policy

We want you to be completely satisfied with your purchase. If for any reason you’re not, we’re here to help! Please read below for details on our return process.

Returns & Exchanges

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, the item must meet the following conditions:

  • Unworn, unused, and in the same condition as received.
  • Must be in its original packaging with all tags intact.
  • Receipt or proof of purchase is required.

Exchanges: 

  • To ensure you get the right item quickly, we recommend that you return the item you have, and once the return is accepted, you can make a separate purchase for the new item.

Exceptions / Non-Returnable Items

Certain items are non-returnable, including:

  • Perishable goods (e.g., food, flowers, or plants)
  • Custom products (e.g., special orders or personalized items)
  • Personal care goods (e.g., beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Sale items and gift cards

If you have questions about your specific item, feel free to contact us for clarification.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving the item for any reason and without justification. To qualify for a return:

  • The item must be in its original condition, unused, and in the original packaging.
  • You’ll need to provide a receipt or proof of purchase.
  • Return shipping is at the customer’s expense unless the item is damaged or defective.

Once we receive and inspect the returned product, we will issue a full refund for the product cost and the original shipping fees. However, return shipping costs are the customer’s responsibility unless the return is due to a defect or error.

Customer Provides Return Shipping

  • Return Shipping Costs: Customers are responsible for paying return shipping costs.
  • If you need to initiate a return, please contact us at info@xciteshop.co with your order number and reason for the return. We’ll provide you with return instructions and the return address (which may be our supplier’s warehouse or a designated return center).

Refunds & Processing Time

  • Once we receive and inspect your returned item, we will notify you of the status of your refund.
  • If approved, refunds will be processed to your original payment method within 10-business days.
  • Return shipping costs are non-refundable.
  • Please note, we may charge a restocking fee of 10% for returned items in certain conditions.
  • Please note, it may take additional time for your bank or credit card company to process and post the refund.

- If more than 15 business days have passed since you were notified of your refund approval and you haven't received it yet, please contact us at info@xciteshop.co.

Damaged or Incorrect Items

  • If your order arrives damaged or incorrect, please contact us within 30 days of receiving the item.
  • We will provide a full refund or a replacement, and return shipping will be covered by us in such cases.

How to Initiate a Return

  1. Contact Us: Email us at info@xciteshop.co with your order number and reason for the return.
  2. Follow the Instructions: We’ll send you return instructions and the address to send the item back.
  3. Ship the Item Back: Once you’ve received approval, ship the item back at your expense.

Key Takeaways:

  • EU Customers: You have a 14-day window from the day you receive your order to return the item and receive a full refund. After 14 days, you are no longer entitled to a full refund under EU law.
  • Non-EU Customers: You have a 30-day window to return the item and receive a full refund. After 30 days, you are no longer eligible for a full refund under our return policy.

Important Notes:

  • To qualify for a return and refund, the item must be unused, in original condition, and in original packaging.
  • If the return window is missed, we may offer an exchange, partial refund, or store credit at our discretion. This is based on our store's policy, not legal requirements.

Need Assistance?

If you have any questions or need help with your return, please feel free to contact us at info@xciteshop.co. We’re here to assist!