Thank you for choosing Xesim. During the purchase process, you agree to the following refund policy.
Refund and Return Notice
1. Return Process
If you wish to return your Xesim and request a refund, please contact customer service and provide a reason for the return. Unapproved returns will not be accepted.
2. Product damage
You will be liable for the value of the damaged goods if the damage is caused by improper use or testing.
3. Return Policy
If there are any quality or usage issues with the product, please contact customer service within 14 days of receiving the goods for further assistance.
Returns must include the product itself and its original packaging. If the packaging has been opened and the card has been removed and used, returns will not be accepted unless there is a product-related reason.
When returning goods, any physical items that were included with the purchase must also be returned. If the included item is a virtual benefit, it cannot be returned once used.
When returning a product due to reasons confirmed by customer service, it must be properly repackaged.
Returns must be made using the courier/logistics provider specified by customer service.
4. Refunds will not cover third-party fees.
Shipping costs and order processing fees (including but not limited to PayPal) are non-refundable.
Additional shipping fees may be incurred for orders delivered to remote or special areas; these fees are non-refundable upon refund.
If any benefits included with the purchase of goods have been used, the original price of the benefits will be deducted from the cost.
Non-physical goods (such as downloads) are non-refundable.
The refund will be credited to your account within 3 to 10 business days.
5. Cases of Refusal to Return Goods
Xesim strictly adheres to its return policy to protect consumer interests. Any returns not approved will not be processed.
Goods that do not meet the return policy (e.g., products that do not conform to their original form or function, or incorrect products returned), and goods given as gifts only, are not considered eligible for return.
If you send us a product that is not a Xesim product, or if the product is lost in transit, we will not provide a refund.
When requesting a refund, if the product is clearly damaged by human error and cannot be resold, the refund process will not be considered. Xesim reserves the right to refuse a refund.
If you purchased your Xesim card from a non-official website channel, we cannot provide you with a return or exchange service directly. We suggest you contact the original seller on the platform to inquire about return and exchange matters.
For goods that do not meet the return time limits described in the above return process, we reserve the right to refuse return or exchange.
Transportation and Costs
1. Obligations to cooperate
Your cooperation is required for the smooth delivery of goods.
You may not refuse to accept the shipment.
If you refuse to accept the shipment, you agree to pay the return shipping costs and all other fees and charges arising from the refusal.
If the cancellation request is not confirmed, the order cannot be cancelled.
You should ensure that you provide the correct recipient information and bear any unpaid local charges, including import duties, customs duties, local VAT, local delivery fees, pickup fees, storage fees, and any other charges that may be levied by local delivery partners, tax authorities, customs, etc.
If the shipment is returned to us (the sender) because local charges were not paid, you agree to pay the return shipping costs and all costs incurred in returning the shipment to the sender.
If the goods are returned due to address issues, you will be responsible for the related costs.
If the shipment is returned to us (the sender) for any reason (including failure to pick it up at the post office), you agree to pay the return shipping costs and all expenses incurred in returning the shipment to the sender.
2. Claim via PayPal or credit card
If you file a "Item Not Received" or "Item Not as Described" complaint through PayPal or a credit card company, you will be charged a processing fee equal to the actual amount paid for the order.
3. Transportation Disclaimer
Due to uncontrollable factors (such as severe weather, natural disasters, or the impact of the COVID-19 pandemic), your package may experience delivery delays. We apologize for any inconvenience this may cause.
In some cases, the logistics carrier may not contact you by phone in advance, but may instead deliver the package directly to your door, mailbox, or, if no one is there to sign for it, transfer it to the local post office. In this situation, please check the logistics status promptly and call the carrier or go to the post office to pick it up yourself.
We will continue to provide you with timely communication and assistance to strive for a smooth shopping experience and product services. Thank you for your understanding and support!
Contact information
If you have any questions send a message on telegram t.me/XeSIMCCSALE