Refund policy

XIELI Packaging – Refund & Return Policy

Last updated: October 2025

Thank you for shopping with XIELI Packaging.
We value your trust and aim to provide high-quality packaging products and reliable service.
Please read our return and refund policy carefully before placing an order.

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📦 1. Return Eligibility

We accept returns or exchanges only for defective or incorrect items.
To be eligible for a return, your item must:

• Be unused and in the same condition as received;

• Be in the original packaging;

• Have proof of purchase (order number or invoice).

If your item was customized (e.g., printed logo or specific design), it cannot be returned or refunded, except in cases of manufacturing defects or printing errors caused by us.

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⏰ 2. Return Period

You must contact us within 7 days of receiving your order to request a return or exchange.
Requests submitted after 7 days may not be accepted.

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💬 3. How to Request a Return

To start a return, please email us at [your email address] with:

• Your order number

• Photos of the product issue

• A brief description of the problem

Once your request is approved, we will provide the return shipping address and instructions.

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🚚 4. Return Shipping Costs

• If the return is caused by our error (e.g., wrong item, damaged product, defective printing), we will cover all shipping costs.

• If the return is due to customer reasons (e.g., ordering the wrong size, design changes after production), the customer is responsible for return shipping fees.

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💰 5. Refund Process

Once we receive and inspect your returned item, we will notify you by email.
If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note:

• Shipping fees (if any) are non-refundable.

• For PayPal or Shopify payments, refund timing may depend on your payment provider.

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🏷️ 6. Non-Returnable Items

The following items cannot be returned or refunded:

• Custom-made packaging bags (with logo, printing, or special dimensions)

• Items sold as “Clearance” or “Final Sale”

• Samples or free promotional items

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🧾 7. Order Cancellation

Orders can be canceled within 12 hours of payment if production has not yet started.
Once production or shipping begins, the order cannot be canceled or refunded.

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📩 8. Contact Us

If you have any questions about returns or refunds, please contact us:

📧 Email: [your email here]
📞 WhatsApp: [your number]
🕒 We aim to reply within 24 hours on business days.

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✅ Summary