Contact X24 before sending any product back.
Do not ship a return to an address found on an old website, search listing, invoice from another brand, or product package. X24 will provide the correct authorization and instructions after reviewing the order.
1. How to request a return
Email info@x24usa.com with the order reference, buyer name, SKU, quantity, reason, delivery date, and photos when damage, defect, or incorrect fulfilment is involved. If approved, X24 will provide return instructions or another resolution. Packages sent without authorization may be delayed, refused, or returned to sender.
2. Retail eligibility
An unused retail product in original, resalable condition may be requested for return within 30 calendar days after delivery. Include the original product, accessories, manuals, inserts, and packaging. Proof of purchase is required. Trying a connector only as reasonably necessary to confirm fit does not excuse damage, wear, missing parts, or altered packaging.
3. Retail return shipping
For a change-of-mind or compatibility return, the buyer pays return shipping and the original shipping charge is not refundable. When X24 verifies that an item arrived damaged, was materially defective, or was supplied incorrectly, X24 will provide an appropriate return method or may resolve the claim without requiring a return.
4. Retail exclusions
Opened in-ear earphones and similar personal-use products, used or altered goods, products missing serial or identification labels, customer-damaged products, final-sale items clearly identified before purchase, customized products, private-label goods, and products returned after the deadline are not eligible for change-of-mind return. Applicable rights for defective or misrepresented goods remain unaffected.
5. Wholesale and bulk returns
Wholesale buyers must use the claim and return rules in the Wholesale & bulk sales policy. Unopened standard stock may be considered within 15 calendar days only with written approval. Buyer-paid return freight and a restocking charge of up to 15% may apply to an approved discretionary wholesale return. Custom, private-label, production, clearance, opened, or altered goods are normally non-returnable.
6. Power banks and shipping restrictions
Products containing lithium batteries may require a specific carrier, service, label, packaging method, or disposal instruction. Do not mail a swollen, leaking, punctured, overheated, or otherwise unsafe battery. Stop using it, move it away from combustible materials when safe to do so, and contact X24 for instructions.
7. Inspection and refund
Returned products are inspected against the authorization. If accepted, X24 will issue the approved refund, credit, replacement, or other remedy. Retail refunds are issued to the original payment method, normally within 7 business days after acceptance; the bank or payment provider may take additional time to post the credit. Wholesale credits follow the approved claim, invoice, and account terms.
8. Non-delivery and cancelled unshipped goods
If X24 cancels unshipped merchandise or a covered consumer order cannot be shipped within the promised or legally required period and the buyer does not accept a delay, X24 will refund the unshipped amount rather than require a return.
These operational policies were prepared for the current X24 website and should be reviewed by qualified counsel before public launch, especially the legal seller name, mailing address, governing terms, wholesale credit language, and live-payment disclosures.