How to Request a Replacement or Exchange
If you would like to learn how to request a replacement or exchange, as well as the applicable exchange conditions, policies, and procedures, please refer to the information below for assistance.
Exchange Conditions
For composite materials, hemp fiber products, bicycles, drones, badminton rackets, Pickleball rackets, and medical rehabilitation products (within 15 days from the day after receipt), you may request an exchange if one of the following conditions is met:
The product was damaged during shipping, and you can provide proof of damage issued by the shipping company.
The product is found to be significantly inconsistent with the original product description in one or more key aspects.
You discover a performance failure in the product caused by non-human factors.
We reserve the right to reject exchange requests under the following circumstances:
× Exchange requests submitted after the exchange period specified by XINXIU has expired, starting from the day after receipt.
× You are unable to provide valid proof of purchase or documentation at the time of exchange, or the documentation has been forged or altered.
× The items to be exchanged are incomplete, or their appearance has been damaged due to human factors.
× Products found by XINXIU’s technical support department to have no inherent quality issues.
× Quality issues resulting from collisions or burning not caused by inherent product defects, as well as those caused by unauthorized modifications, the ingress of foreign substances (such as water, oil, or sand), incorrect installation, or failure to use and operate the product in accordance with the instruction manual.
× Products with torn or altered labels, serial numbers, waterproof markings, anti-counterfeiting markings, etc.
× Products damaged by unavoidable factors, such as fire, flood, lightning strikes, traffic accidents, or other acts of God.
× Failure to ship the relevant item within 7 calendar days after contacting XINXIU to confirm the exchange service.
× Requests for exchange due to shipping damage that fail to provide proof of damage issued by the shipping company.
× Other circumstances specified in this policy.