Refund policy
30-Day Returns
Any item purchased from Huntsen.com is eligible for a 30-day money-back guarantee, provided it is unopened or unused.
Items must be returned in their original packaging, unused and unopened, to receive a refund. Custom-made water pants, soiled, damaged or worn items, and opened/used products are not eligible for return. If we receive items that are not eligible for return, the items will be returned to the customer.
How to Return
1. Submit a Return Request
Send an email to service@huntsen.com with your order number and a brief description of the issue.
2. Receive Return Authorization
If your request is approved, we will provide you with the return address.
Note: Return packages sent without prior authorization will not be accepted.
3. Ship the Product Back
Please return the item in its original packaging, in the same unused condition it was received (unworn, unused, with all tags and accessories).
4. Receive Your Refund
We will notify you once we receive and inspect your return and inform you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow your bank or credit card provider additional time to process and post the refund.
Damages and Issues
If the package arrives with visible shipping damage, please refuse delivery.
If you have already accepted the package and later notice damage, contact us immediately at service@huntsen.com
.
We will provide a return shipping label and an RMA number.
Items Not Eligible for Return
Non-defective used or installed items
Items without authorized maintenance
Products from unauthorized dealers
This damage is caused by human error.
Damage to outer packaging only
Special or custom orders
Special offer or free items
Items with obvious wear and tear
Return Shipping Costs
1. If the return is due to a Huntsen error (e.g., product defect, damage, missing parts), we will cover the return shipping costs.
2. For non-quality-related returns, a 20% deduction will be applied to cover initial shipping costs, and the customer is responsible for return shipping.
XCOTTON SHIPPING PROTECTION POLICY
To provide a safer and more reliable shopping experience, we have partnered with third-party shipping and insurance service providers to offer shipping protection insurance. By purchasing this service, you will receive additional coverage and can directly contact Xcotton in case of any issues. Below is a detailed explanation of the insurance policy:
1. How to Purchase Shipping Protection
At checkout, you can choose to purchase Shipping Protection. If you select this option, the service fee will be automatically added to your total order amount. Please note that the Shipping Protection service is order-based and will cover only the products purchased in the order.
2. Special Reminders
Ensure Accurate Shipping Information: Please make sure that your shipping address, contact number, and other information are accurate when placing your order to ensure smooth delivery and avoid issues with claims due to incorrect information.
Check Your Products Promptly: After receiving your products, please inspect them immediately. If you find any damage or other issues, contact support@xcottons.com as soon as possible to start the claims process.
Coverage
Loss Coverage
- Domestic Packages: If your packages are not marked as "Delivered" by the courier within 30 days from the date of shipment, we will consider them lost.
- International Packages: If your packages are not marked as "Delivered" by the courier within 60 days from the date of shipment, we will consider them lost.
- Packages Marked as "Delivered": If your packages are marked as "Delivered" by the courier but you do not receive them, we will consider them lost, provided you submit sufficient supporting documents.
For the cases mentioned above, we will compensate you with either a replacement or a refund, which will not exceed the original purchase value of the items.
Damage Coverage
If your packages are damaged during transit, we will compensate you by offering either a replacement or a refund. The compensation amount will not exceed the original purchase value of the items.
Mis-delivery by Courier
If the delivery address provided does not match the address specified in your order information, we will compensate the costs incurred to correct the address, subject to our approval.
Delay
If the item is not received within the agreed time, the customer may be eligible for a delay compensation of up to USD5 (or USD5 equivalent) per order.
How to File a Claim?
How do I file a claim for my order?
If your covered product is damaged or malfunctioned, please report the issue at:
2. Email: support@xcottons.com
What is the claim reporting period for all situations?
All issues must be reported within 90 days of the order date.
1. Issue of Loss:
- If the package is not marked as "Delivered" by the courier company, it must be reported within 90 days after the order date.
- If the package is marked as "delivered" but not received, it must be reported within 7 days from the time the courier's tracking record is updated to "delivered."
2. Issue of Damage:
If the package is delivered with damage, it must be reported within 7 days from the time the courier's information is updated to "delivered."
3. Mis-delivery by Courier:
If you find that the package has been delivered to the wrong address, please report it to us immediately.
4. Issue of Delay:
If the item is not received within the agreed time, please report the issue via Xcotton Resolution Center upon discovery and within 90 days from the Date of Delivery.
Cancellation
Can I cancel the plan?
If your order has not been shipped, please contact the merchant to request a refund for the shipping protection.
If your order has already been shipped, the shipping protection cannot be canceled.