Refund policy

Return and Refund Policy

We want you to feel confident when purchasing from xing&xi. We sell pressed botanical materials. Please review the following policy before placing your order.

30-Day Return Policy

We accept eligible return requests submitted within 30 calendar days after the order is marked as delivered.

To be eligible for a return, the item must:

Be unused and in its original condition;
Be free from scratches, stains, alterations, or damage caused after delivery;
Include its original packaging and any accessories supplied with the item; and
Be accompanied by the order number or other proof of purchase.

To request a return, email support@xingandxi.com within 30 calendar days of delivery. Please include your order number and the reason for the return.

Returns sent without prior authorization may not be accepted. If your request is approved, we will provide return instructions and the appropriate return address.

Change-of-Mind Returns

Eligible items may be returned within the 30-day return period if you change your mind, no longer want the item, or are otherwise dissatisfied with your selection.

The customer is responsible for the cost of return shipping for change-of-mind returns. We recommend using a tracked shipping service, as we cannot issue a refund for a return package that is lost before reaching us.

We do not charge a restocking fee. Original shipping charges will not be deducted from an approved refund.

Incorrect, Defective, or Non-Conforming Items

Please inspect your order as soon as it arrives. Contact us within 30 calendar days of delivery if:

You received the wrong item;
The item has a significant manufacturing defect;
The materials do not match the product description or options confirmed in your order; or
The item was damaged during transit.

Email support@xingandxi.com with:

Your order number;
A clear description of the issue;
Clear photographs showing the entire item and the specific problem; and
Photographs of the packaging and shipping label if the item was damaged during transit.

If the issue is verified, we will offer an appropriate remedy, which may include a replacement at no additional charge or a refund to the original payment method. We will provide return instructions if the item needs to be returned. Customers will not be required to pay return shipping for a verified incorrect, significantly defective, non-conforming, or transit-damaged item.

Handmade Characteristics and Disclosed Variations

Our pressed botanical materials come from real plants. Shape, size, texture and color vary from piece to piece.

Characteristics and minor imperfections that are clearly disclosed in the product description or photographs before purchase are not considered significant manufacturing defects. This does not limit any rights or remedies that cannot legally be excluded.

Non-Returnable Items

Except where required by applicable consumer law, we do not accept returns for:

Used, worn, altered, scratched, or customer-damaged items;
Gift cards;
Clearance items or products expressly marked “Final Sale”;
Items returned without prior authorization; or
Return requests submitted more than 30 calendar days after delivery.

Final-sale and non-returnable exclusions do not remove any mandatory rights that may apply to faulty, unsafe, incorrectly supplied, or materially misdescribed goods.

Order Cancellations

You may request to cancel an unfulfilled order within 24 hours of placing it. After 24 hours, order preparation may have begun and cancellation is no longer available under our standard cancellation rule.

To request a cancellation, email support@xingandxi.com with your order number.

A cancellation request is not confirmed until it has been approved by us. If the cancellation is approved, the refund will be submitted to the original payment method.

Orders that have already been fulfilled or dispatched cannot be cancelled, even if the 24-hour period has not yet ended.

Incorrect Shipping Addresses

Please review your shipping address carefully before completing checkout. For payment security and delivery verification, we cannot change the shipping address on a completed order.

If you entered an incorrect or incomplete shipping address, please request cancellation within 24 hours of placing the order and submit a new order using the correct address.

After the 24-hour cancellation period, the order cannot be cancelled or redirected. If an incorrect or incomplete address causes a package to be undeliverable, rejected, lost, returned, or destroyed, the resulting loss will be the customer’s responsibility.

Return Shipping

Customers are responsible for arranging and paying return shipping costs for change-of-mind returns and other returns not caused by an error or verified defect on our part.

Original shipping charges will not be deducted from an approved refund. Customs charges or other costs voluntarily incurred by a customer when returning an item are not reimbursable unless required by applicable law or agreed by us in writing before the return is sent.

The customer remains responsible for an authorized return until it is delivered to the return address we provide. We strongly recommend retaining the return receipt and tracking information.

Return Inspection

After we receive a returned item, we will inspect it to confirm that it meets the eligibility requirements.

If the return is approved, we will notify you by email. If the item shows signs of use, alteration, customer-caused damage, or otherwise fails to meet the return conditions, we may decline the voluntary return, subject to applicable consumer law.

Refunds

Approved refunds will be submitted to the original payment method within 3–5 business days after the cancellation has been approved or, for returned products, after the returned item has been received, inspected, and approved.

Your bank, card issuer, PayPal, or other payment provider may require additional time to process and display the refund. This additional processing time is outside our control.

If more than 10 business days have passed since we confirmed that your refund was submitted, please contact us at support@xingandxi.com.

Consumer Rights

This policy provides voluntary return rights in addition to any mandatory rights available under applicable consumer protection laws.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, statutory warranty, or remedy that cannot lawfully be excluded. Where applicable law entitles a customer to a repair, replacement, refund, return-shipping reimbursement, cancellation, or another remedy, the applicable legal requirement will take precedence over any inconsistent provision in this policy.