International Returns Policy

If you purchased your products from 

  • You have 30 days to return your product from the date it was received
  • The product must be returned in its original packaging, undamaged.
  • All promotional and bundled products that are part of the order need to be returned
  • Returns that do not meet the eligibility conditions may result in refund delays or the product(s) to be shipped back to you
  • The RMA or Order Number number must be clearly marked on the packaging.
  • X-raypad is not responsible for the cost associated with shipping your product back to our warehouse for a refund.
  • At our discretion, we may offer a partial refund or charge a restocking fee, in particular, if any item is not in its original condition, is damaged or if there are missing parts for reasons not due to our error.

By ‘perfect sellable condition’ we are certainly unable to accept them for return if 

  • Scratches, broken and any damage
  • Unauthorized repair, misuse, collision, negligence, misuse, liquid injection, accident, alteration, improper installation caused by commodity problems
  • False faults or effects due to personal use environment, no performance faults identified
  • Damage to the product caused by use, maintenance, and storage.

 All goods/ products are at the responsibility of the customer until they have been delivered to us. 

We really hate to do it but we ultimately reserve the right to refuse a return if we deem it to be in an unsuitable condition and the items may be returned to you at your own cost.

How To Make A Return 

To make a return you’ll need to arrange for your return shipping and pay the associated costs. If you have a faulty item, or if there has been an error with your order, please email us at before making your return.

 Please finish the RMA form and include this inside your parcel. If you do not have this, please email us to request a new one. Otherwise we don’t know who send this parcel. 

*Please write on the outside of the package ‘Returned goods, relief applied for.’ This will avoid any unnecessary customs charges and your return possibly being returned to you. 

We try to process all returns as quickly as possible, however please allow us up to two business days from receipt to process your return.  We will contact you by email to confirm that your refund has been issued.

Returns Address

Please send all returns to the address below: 

Rm1007 Building one, Block one, Taoyuanju,Xixiang, Shenzhen

Guangdong, 518126 China


Notifications, and Refunds. 

We will be in touch by email once your return has arrived at our warehouse and your refund has been processed. 

Please allow up to five business days for the funds to be available again in your bank account.   

We will refund original shipping costs in the event of an error or faulty product, but we will not refund your original shipping costs if you are returning item/s for other reasons; such as an item not fitting. This does not affect your statutory rights. 

We will refund return shipping costs in the event of a faulty product or error but please contact us first so we can advise the best way to proceed.

Faulty Goods

 If you have a received a faulty item or if a fault develops please contact our customer service team first at and send us a couple of pictures or video of the fault. 

In the event of a faulty product or an error we may cover return shipping costs but please contact us before sending the parcel back.  We can then advise the best way to proceed and provide a free returns service.  We can not refund return shipping costs if posted before contacting us first.   

The same 30-day return policy applies to faulty goods. Generally if a defect is going to become apparent, it will be relatively quickly. 

All items returned as faulty are subject to inspection by X-raypad before we can confirm a credit. Sometimes we will need to send the goods back to the manufacturer for an additional inspection. 

Any final decision will be made by the manufacturer directly.

Return Reason Defective Small issues, but no function problem NO Reason Gifts or promotion items claim other issues
How to handle? return and refund provide the solution No support refund or return No support refund or return Contact us
Or return and refund
Return shipping cost Seller bear Seller bear If happened, Buyer bear If happened, Buyer bear Buyer bear
Return Customs Tax If happened, Buyer bear If happened, Buyer bear If happened, Buyer bear If happened, Buyer bear If happened, Buyer bear
Refund Amount Full refund Contact us Product cost refund only No refund Product cost refund only



If you want to cancel your order please notify us ASAP. If cancelled before your order ships we will issue the refund with the exception of transaction fees charged by PayPal or your bank. Cut off time for shipping is usually 6pm each day(China Time).


Cancel your order After shipped

  1. We can get the package returned to us from the shipping company.
      – You may also incur an additional return to sender fee if it is issued by the courier or postal service used for your delivery. This return to sender fee is usually much higher than your original postage charge but it can vary. If so, you will be responsible for all costs.
  2. We can’t get the package returned to us from the shipping company.
      – Please be aware that due to some courier’s operations and the quick turnaround on deliveries it may not be possible to cancel your order once dispatched. If this is the case you can return your order using the returns information above. And you will be responsible for all costs.


Cancel your order before shipping

  •  We will not refund the transaction fee charged by third party, such as PayPla, Stripe or Credit Card Company. For the transaction fee, please refer to their policy in Hong Kong.