1.Overview

This guide explains how returns work at X-Raypad and walks you through the RMA (Return Merchandise Authorization) process step by step. It applies to purchases made on shop.x-raypad.com and forms part of our Terms and Conditions.

The rules differ between standard products (Section 2) and custom-made products (Section 3) — please check which applies to your order.

2.Standard Products: 30-Day Returns

For standard (non-custom) products purchased from shop.x-raypad.com:

• You have 30 days to return your product from the date it was received.
• The product must be returned in its original packaging, undamaged, and in resalable condition.
• All promotional and bundled items that are part of the order must be returned together.
• Your RMA number or order number must be clearly marked on the packaging.
• You are responsible for the cost of shipping the product back to our warehouse, and the goods remain your responsibility until they are delivered to us.

If a returned item is not in its original condition — for example, it is damaged, has missing parts, or shows signs of use not due to our error — we may, at our discretion, offer a partial refund or deduct a reasonable restocking fee, and we will always explain the deduction to you first.

What counts as "not resalable condition"

• scratches, breakage, or any physical damage;
• problems caused by unauthorized repair, misuse, impact, negligence, liquid exposure, accident, alteration, or improper installation;
• claimed faults that cannot be verified in testing, or effects caused by the personal use environment rather than a product defect;
• damage caused by improper use, maintenance, or storage.

We ultimately reserve the right to refuse a return if the item arrives in unsuitable condition; in that case the item may be shipped back to you at your cost. Returns that do not meet the eligibility conditions may also result in refund delays. This does not affect your statutory rights.

3.Custom Products

Custom-made products (including custom-printed mouse pads made with your uploaded images) are manufactured individually to your specifications and are not eligible for return or exchange, except in the case of:

• a manufacturing defect;
• a printing error attributable to us; or
• damage in transit.

If any of these applies, please contact us within 14 days of delivery with photographs of the issue, and we will arrange a replacement or refund. Minor color differences between on-screen previews and printed results are a normal characteristic of custom printing and do not constitute a defect (see our Terms, Section 3).

4.Faulty Goods

If you have received a faulty item, or a fault develops after delivery, please contact our support team at support@x-raypad.com before sending anything back, and include a few photos or a short video showing the fault. In most cases we can diagnose the issue and propose a solution without a return.

• For a confirmed faulty product or an error on our side, we will cover reasonable return shipping costs — but please contact us first so we can advise the best way to proceed. We cannot refund return shipping costs for parcels sent before contacting us.
• The same 30-day window applies to faulty goods; in our experience, a genuine defect usually becomes apparent relatively quickly.
• All items returned as faulty are subject to inspection by X-Raypad before a refund or replacement is confirmed.

5.How to Make a Return

1. Contact us first. Email support@x-raypad.com with your order number and the reason for the return. For faulty items, attach photos or a video of the issue.
2. Receive your RMA. We will confirm your return and send you an RMA form. Please print it and place it inside the parcel — without it, we cannot identify who sent the package.
3. Mark the outside of the package. Write "Returned goods, relief applied for" clearly on the outside, together with your RMA or order number. This helps avoid unnecessary customs charges and prevents your return from being sent back to you.
4. Ship it to us. Arrange return shipping with a carrier of your choice and pay the associated costs (see Section 7). We recommend a tracked service — the goods remain your responsibility until they reach our warehouse.
5. Refund confirmation. We will email you once your return has been received and your refund has been issued (see Section 8 for timing).

6.Returns Address

Please send all returns (after receiving your RMA) to:

7.Shipping Costs & Refunds

If any customs duty or tax is charged on the returned parcel when it enters China, it is borne by the sender — marking the package as described in Section 5 usually prevents this. Nothing in this guide affects your statutory rights as a consumer, including any mandatory right of withdrawal under the laws of your country of residence.

8.Processing & Refund Timeline

• We process returns within up to 2 business days of the parcel arriving at our warehouse, and will email you to confirm.
• Once the refund is issued, please allow up to 5 business days for the funds to appear in your account, depending on your bank or payment provider.
• We refund the original shipping costs only in the event of a faulty product or an error on our side.

9.Order Cancellations

To cancel an order, please notify us as soon as possible — our shipping cut-off time is usually 6:00 PM (China time) each day. The full cancellation rules, including cancellations after dispatch and transaction-fee handling, are set out in our Terms and Conditions, Section 8.