Return Policy

Return and Refund

Xinzy works according to the Consumer Protection Code, where the customer has a period of 7 (seven) calendar days from the date of delivery to inform us whether or not the product is defective and inform us your intention of exchange/return.

Products must be returned in their original packaging and in perfect condition and there can be no signs of use. If a member of our quality team notices that the item is broken, stained or worn, the refund will be rejected.

It is mandatory contact the service>

Items must be shipped back to our logistics center in China or to an address in Brazil that will be agreed with our attendants in our communication channels via email or WhatsApp

A return without our approval will not be validated and we will not be able to proceed with the desired refund.

Refund Process

1. Contact us at contact@xygems.com.br or our

WhatsApp to open a support ticket.

2. Please return the item to the address indicated by our customer service (return fee at your expense).

3. Through your support ticket, please provide the tracking number of your return package.

4. With the tracking number of your return package, follow the delivery status and once delivered, contact us.

5. Our processing center will be able to verify your return package and validate the refund within 2-5 days (depending on your bank).

Notes:

Delivery and return costs are non-refundable.

the refund will be made by the card operator. We contact the card operator and request the partial or total reversal of the debit made, as agreed with the customer. The credit for the reversal of the debt must be included in the next customer statement.

In the case of refunds for payments made by bank slip, a deposit is made to the checking account indicated by the customer within a maximum of 7 working days. The customer will be informed about the deposit by email or by WhatsApp. The deposit will only be made in the buyer's checking account and the account holder's CPF must be the same as the CPF informed in the order.

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