Return & Refund Policy

1. Scope

This Return & Refund Policy applies to all products purchased from XanZen official website (www.xanzenstore.com), including handmade incense beads, cultural accessories and related merchandise. This policy protects consumers' legitimate rights and clarifies the rules for returns, exchanges and refunds.

2. 30-Day Free Return & Exchange

Customers may apply for returns or exchanges within 30 days after delivery under the following conditions:

The product is brand new, unused, unmarked, no scratches, no wear and no damage;
Original packaging, tags and all accessories are complete and undamaged;
The product is not customized and can be resold normally.

Notice: Our incense beads are handmade with natural herbs. Products that have been worn, oxidized, stained or absorbed body odor are not eligible for free return, to ensure all customers receive genuine new products.

3. Defective Product After-Sales Service

If you receive defective, broken, incorrect or missing items, please contact our support team within 7 days after delivery via [email protected]. We offer free replacement, reshipment or full refund for quality issues, and we will bear the related shipping fees.

4. Non-Returnable Situations

Requests beyond the 30-day return period;
Artificial damage, collision, water damage or private modification;
Natural texture differences, slight color deviation and normal scent variation of natural herbal materials (not quality defects);
Products worn, oxidized, stained or with peculiar smell.

5. Refund Processing Time

After we receive and verify the returned product, refunds will be processed within 3-7 business days via the original payment method. The actual arrival time depends on your payment platform's settlement rules.

6. International Shipping Rules

Quality issue returns: All shipping fees are covered by XanZen;
Personal reason returns: Return shipping fee is borne by the buyer, and the original international shipping fee is non-refundable.

7. Contact Support

For return, exchange or after-sales inquiries, please send your order information and product photos to our official email: [email protected]. We will respond within 24 hours.

Effective Date: June 1, 2026