Chính sách hoàn tiền
Last updated: July 13, 2026
Do We Accept Returns and Refunds?
Yes. XILUGS accepts eligible returns, exchanges, remakes and refunds in accordance with the conditions below. Because many XILUGS products are handcrafted, made to order or personalized, eligibility depends on whether the product is defective, incorrect, unused, customized or shows signs of wear.
Returns sent without prior approval may be delayed or refused. Include your order number, a clear description of the issue and relevant photographs or video when contacting us.
Return Windows
- Defective, damaged or incorrect products: Contact us within 30 days after delivery, or promptly after discovering a manufacturing defect.
- Eligible unused, non-personalized products: Contact us within 14 days after delivery.
- Requests submitted outside these periods may be reviewed at our discretion but are not guaranteed to be accepted.
Defective, Damaged or Incorrect Products
Contact us if your order arrives damaged, contains a manufacturing defect or does not match the confirmed order details. After reviewing the evidence, XILUGS may offer an appropriate solution such as repair, replacement, remake, exchange, partial refund or full refund.
When the issue is confirmed to have been caused by XILUGS, we will provide return instructions and will cover reasonable approved return-shipping costs when a physical return is required.
Handmade leather variations
Natural leather may show variations in grain, texture, pores, markings and color. Hand-applied Patina finishes may also vary slightly from one product to another. Screen settings, studio lighting and surrounding light may affect how colors appear. Reasonable natural or handmade variation is not considered a manufacturing defect.
Unused, Non-Personalized Products
An eligible standard product may be returned within 14 days after delivery when it is unused, unaltered and returned in its original condition with all included components and packaging.
Watch straps must meet all of the following conditions:
- No bending, creasing, stretching, scratches, stains, odors or other signs of wear.
- The buckle tongue must not have been inserted through a strap hole.
- The strap must not have been mounted or worn on a watch.
- All removable hardware, packaging and included accessories must be returned.
Key covers and other leather accessories must meet all of the following conditions:
- The item must not have been installed, carried or used.
- There must be no marks, scratches, stretching, deformation or missing hardware.
- All packaging and included components must be returned.
Customized and Personalized Products
Products made to the customer's selected specifications are not eligible for return, exchange or refund due to change of mind, personal preference, an incorrectly submitted name, logo, color, size, measurement, key model or other customer-provided detail.
Customized or personalized products include, but are not limited to:
- Names, initials, telephone numbers, messages or logos stamped on the product or tag.
- Custom leather, Patina color, thread color, edge color, lining or hardware combinations.
- Custom watch-strap lengths, lug widths, buckle widths, shapes or construction details.
- Products made for a specific key shape, watch, buckle or customer-supplied measurement.
- Any product clearly identified as custom, bespoke, personalized or made to order.
This exclusion does not apply when the product is defective or XILUGS made the product differently from the order details that we confirmed.
Items That Cannot Be Returned
- Customized, personalized or bespoke items, except where defective or made incorrectly by XILUGS.
- Products showing signs of installation, wear, bending, creasing, damage, odor, alteration or improper care.
- Products returned without prior approval.
- Gift cards and other non-physical products.
- Items marked as final sale, when clearly disclosed before purchase.
Return Shipping and Original Shipping Fees
- For an approved change-of-mind return, the customer is responsible for return shipping and any related customs, duties, taxes or carrier charges.
- Original shipping fees are non-refundable unless the return is caused by a confirmed XILUGS error or manufacturing defect.
- Use a tracked shipping service and retain the receipt. XILUGS is not responsible for an untracked return parcel that is lost or damaged in transit.
- Do not declare a false value or description on customs documents. Any return instructions we provide must be followed accurately.
Return Address
Do not send a return until XILUGS has approved the request and confirmed the correct return instructions.
Thanh Xuan Ward
Hanoi 10000
Vietnam
Refund Processing
After an approved return arrives, we will inspect it and notify you whether the refund has been approved. Approved refunds are issued to the original payment method.
- Our inspection and refund processing generally takes 3–7 business days after the returned item is received.
- Your bank, card issuer or payment provider may require additional time to post the refund to your account.
- Any reduction in refund value will be explained when an item is returned incomplete or in a condition different from the approved return conditions.
- Shipping, customs, duties and taxes are not refunded unless required by applicable law or the issue was caused by XILUGS.
Order Changes and Cancellations
Contact us as soon as possible if you need to change or cancel an order. We will try to help, but changes or cancellations cannot be guaranteed after materials have been prepared, personalization has begun, production has started or the order has been dispatched.
How to Start a Return
- Email support@xilugs.com or contact us through WhatsApp.
- Provide your order number, the product name and the reason for your request.
- Include clear photographs or video showing the item and any claimed issue.
- Wait for approval and return instructions before shipping the item.
- Place your order number inside the return parcel and send us the tracking number.
Returns & Refunds FAQs
Do I need proof of purchase?Yes. Include your order number, purchase confirmation or receipt when requesting a return, exchange, remake or refund.
Personalized and made-to-order products cannot be returned because of change of mind or customer-submitted errors. We will still assist when the product has a manufacturing defect or was made differently from the confirmed order details.
Approved refunds are normally processed by XILUGS within 3–7 business days after inspection. The time required for the funds to appear depends on your bank or payment provider.
A change-of-mind return is not accepted once the strap has been mounted, bent, creased, worn or the buckle tongue has been inserted through a strap hole. Contact us if you believe the strap is defective or was made incorrectly.
The customer pays return shipping for an approved change-of-mind return. When XILUGS confirms a manufacturing defect or fulfillment error, we will provide an appropriate solution and cover reasonable approved return-shipping costs when a return is required.
Contact XILUGS
Email: support@xilugs.com
Phone / WhatsApp: +84 635 679 01
Address: 90 Nguyen Tuan Street, Thanh Xuan Ward, Hanoi 10000, Vietnam
Please include your order number in all return and refund communications.