Refund Policy

 

Last updated: 2025.08.08.

Contact first: support@xhalexpress.com within 14 days of delivery before sending anything back. We’ll issue an RMA and return address.

Eligibility

 

• Items must be unopened, unused, in original packaging with all accessories and tamper seals intact.

• For hygiene/safety reasons opened disposable vapes, used devices, e-liquids, mouthpieces, and Mystery Boxes(contents unknown at purchase) are non-returnable unless defective.

• Report damaged/incorrect/DOA items within 48 hours of delivery with photos/video.

 

Defects & DOA

 

• If confirmed faulty within a reasonable period (DOA: reported within 48–72h), we’ll replace or refund at our cost.

 

Costs & method

 

• Original shipping is non-refundable unless it’s our error. Return shipping is your responsibility unless we made a mistake.

• Orders on this store are paid cash on delivery, so there is no card to refund. Approved refunds are returned by bank transfer to an account you give us.

• We normally send the transfer within 14 days of receiving the returned item or of accepting the claim.

 

Exchanges / restocking

 

• Exchanges are for defective items only; otherwise place a new order after refund.

• We may apply up to 10% restocking on non-defective returns that required special handling.

 

This policy does not limit your statutory consumer rights.