Effective Date: May 22, 2024
At XPayr, we are committed to ensuring a positive and secure shopping experience for our users. This Return & Refund Policy explains how returns are handled on our platform.
XPayr is a marketplace connecting independent Vendors with Customers. As such, each Vendor on our platform is responsible for setting and managing their own return, exchange, and refund policies. Our role is to provide the platform and facilitate a fair process when issues arise. We strongly encourage you to read the specific return policy of a Vendor before making a purchase.
1. Vendor-Specific Policies are Key
Find the Policy: Each Vendor's return policy can typically be found on their product pages or their main store page within the XPayr platform.
Agreement: By purchasing an item on XPayr, you are agreeing to the individual Vendor's policies, including their terms for returns, refunds, and shipping.
Variations: Policies will vary significantly from one Vendor to another. Some may offer full refunds, while others may offer store credit or exchanges only, or designate certain items as "final sale."
2. How to Initiate a Return (General Process)
If you are unsatisfied with your purchase and the Vendor’s policy allows for returns, please follow these steps:
Check the Vendor's Policy: First, review the seller's return policy to confirm that your item is eligible for a return and to understand the timeframe (e.g., "within 14 days of delivery").
Contact the Vendor: Initiate a return by contacting the Vendor directly through XPayr's official messaging system. Clearly state your order number and the reason for the return. This keeps all communication documented on our platform.
Ship the Item Back (For Physical Goods): If the Vendor accepts your return request, you will be responsible for shipping the item back to them. We highly recommend using a trackable shipping method. Unless otherwise specified in the Vendor's policy, the Customer is typically responsible for return shipping costs. The item must be returned in its original, unused, and undamaged condition.
Receive Your Refund: Once the Vendor receives and inspects the returned item, they will process your refund according to their policy. The refund will be issued through the original payment method.
3. Physical vs. Digital Goods
Physical Goods: Most Vendors will accept returns for physical items provided they are in their original condition (unworn, unwashed, with tags attached, etc.).
Digital Goods: Due to their nature, digital products (such as software, eBooks, digital art, or license keys) are generally non-refundable once downloaded or accessed. However, refunds may be considered by the Vendor under specific circumstances, such as:
The file is corrupt or does not work as described.
The product was significantly misrepresented in its description.
You accidentally purchased the same digital item twice.
4. Special Conditions for Cryptocurrency Refunds
When a refund is issued for a purchase made with Cryptocurrency, the following conditions apply:
Refund Value: Refunds will be processed for the original fiat currency value (e.g., USD, EUR) of the item at the time of purchase. Due to the volatility of Digital Assets, you will receive the equivalent amount of cryptocurrency at the exchange rate current at the time of the refund, not necessarily the same amount of cryptocurrency you originally paid.
Example: If you paid 0.1 ETH for a $200 item, your refund will be the equivalent of $200 in ETH at the moment the refund is sent.
Transaction Fees (Gas Fees): Blockchain network transaction fees (Gas Fees) are non-refundable. These fees are paid to the network miners/validators, not to the Vendor or XPayr.
Correct Wallet Address: You are solely responsible for providing a correct and secure wallet address for receiving the refund. Transactions sent to an incorrect or compromised address are irreversible, and neither XPayr nor the Vendor can be held liable for lost funds.
5. XPayr's Role in Disputes
We encourage Customers and Vendors to resolve return-related issues directly and amicably. However, if you cannot reach a resolution with a Vendor after 7 days of initial contact, you may open a support case with XPayr.
In a dispute, XPayr will act as a neutral mediator. We will review all communication, tracking information, and the Vendor's stated policies to reach a fair decision. XPayr's decision in a dispute case is final.
6. Non-Returnable Items
Unless required by law, the following item types are generally not eligible for return:
Custom or personalized orders.
Perishable products.
Intimate items (for health/hygiene reasons).
Digital downloads (as specified in Section 3).
Items on final sale.
7. Contact Us
If you have any questions about this policy or a specific transaction, please contact our support team at: support@xpayr.com
