Refund Policy

Refund and Return Policy

 

We want customers to understand the product and total shipping cost before confirming an order. Please contact us if you have questions about product compatibility, specifications, shipping or installation.

1. Return Eligibility

To request a return, contact us within 14 days after receiving your order.

To be eligible for a return, the product must:

  • Be unused and in substantially the same condition in which it was received
  • Include the original packaging, accessories, components and documentation
  • Show no signs of installation, alteration, misuse or accidental damage
  • Be accompanied by valid proof of purchase

Returns sent without prior authorization may not be accepted. Please contact us before shipping any product back.

2. Non-Returnable Items

The following items are generally not eligible for return:

  • Customized, modified or made-to-order products
  • Products manufactured or configured to the customer’s specifications
  • Products damaged through improper use, installation or storage
  • Products with missing parts, accessories or original packaging
  • Products returned after the applicable return period

This section does not limit any non-excludable consumer rights available under applicable law.

3. Damaged, Defective or Incorrect Products

Please inspect the product immediately after delivery. If the product arrives damaged, defective or different from the confirmed order, contact us within 7 days of delivery.

Please provide:

  • Your order number
  • A description of the problem
  • Clear photographs or videos of the product
  • Photographs of the external and internal packaging
  • Photographs of shipping labels where relevant

Do not discard the packaging or attempt unauthorized repairs before we have reviewed the issue.

After review, we may offer troubleshooting assistance, replacement parts, repair, replacement or a refund, depending on the circumstances and applicable law.

4. Return Shipping

For returns caused by a change of mind, incorrect selection or another reason not attributable to XGAES, the customer is responsible for arranging and paying the return shipping costs.

Original shipping charges and customs-related charges are generally non-refundable unless the return results from our error or applicable law requires otherwise.

Because dance pads can be large and heavy, return shipping costs may be substantial. We recommend using a trackable and insured shipping service.

5. Return Authorization

If a return is approved, we will provide the applicable return instructions and return address.

The customer must package the product securely. The customer may be responsible for damage occurring during return transportation when the return is not properly packaged.

6. Refunds

After we receive and inspect the returned product, we will notify you whether the refund has been approved.

If approved, the refund will normally be issued to the original payment method within 10 business days. Banks and payment providers may require additional time to process and display the refund.

Where permitted by applicable law, deductions may be made for missing components, product damage, excessive use or loss in value caused by handling beyond what is reasonably necessary to inspect the product.

7. Order Cancellations

Contact us as soon as possible if you need to cancel an order.

Standard orders may be cancelled before processing or dispatch where possible. An order cannot normally be cancelled after it has been dispatched.

Customized or made-to-order products may not be cancellable after production, modification or material preparation has started.

8. Exchanges

If you want a different product or configuration, contact us before returning the original product. Any price difference and additional shipping cost will be confirmed separately.

9. Contact Us