Refund Policy for XASSION

Effective Date: February 6, 2026

At XASSION, we aim to ensure your satisfaction with our premium condom products, including variants such as SENSATION NON-LATEX (polyurethane), SILK ULTRA THIN, GLIDE EXTRA LUBRICATED, PURE CLASSIC LATEX, and COMFORT FIT XL. This Refund Policy explains how we handle refunds, including payment disputes, for orders placed on our website. All products are certified (CE, ISO 13485, EU MDR, FSC, BSCI, SGS) and include barcode, batch/lot, and expiry details.

This policy is part of our Terms of Service and Shipping & Returns Policy. By purchasing, you agree to these terms. For questions or disputes, contact us at [support@xassion.com].

1. Eligibility for Refunds

Refunds are available for:

  • Unopened, unused products returned within 14 days of delivery (worldwide standard, in compliance with EU/UK consumer rights).
  • Defective or damaged items (e.g., expired products or manufacturing issues).
  • Incorrect orders (e.g., wrong variant shipped).
  • Canceled orders before shipping.

Due to hygiene reasons, opened or used items (including those with the resealable pouch system: OPEN FOIL, USE SAFELY, SEAL IN POUCH, DISPOSE IN BIN) are not eligible for refunds.

2. Refund Process

  • How to Request: Email [support@xassion.com] with your order number, reason for refund, and proof (e.g., photos of the issue, such as batch/lot/expiry for defective items). We'll review within 2-3 business days.
  • Timeline: Refunds are processed within 5-10 business days after approval and receipt of returned items (if applicable). Funds will appear in your account depending on your payment provider (e.g., 3-5 days for credit cards).
  • Method: Refunds are issued to the original payment method (e.g., via Stripe or PayPal). No cash refunds.
  • What is Refunded: Full product price. Original shipping costs are non-refundable unless the refund is due to our error (e.g., defective item). Return shipping costs are your responsibility, except for faulty products.

3. Payment Disputes

  • Dispute Resolution: If you have a payment dispute (e.g., unauthorized charge, double billing, or failed transaction), contact us immediately. Provide order details and evidence. We'll investigate and resolve within 7 business days.
  • Chargebacks: If you file a chargeback with your bank or payment provider, we may contest it if the claim is invalid. Successful chargebacks may result in account suspension.
  • Fraud Prevention: We monitor for fraudulent activity. Disputes related to fraud may require additional verification.
  • Compliance: We comply with local laws: e.g., EU/UK Distance Selling Regulations for refunds, CCPA in USA for consumer rights, ACL in AUS, and Consumer Guarantees Act in NZ.

4. Defective or Incorrect Items

  • Report within 7 days of receipt with proof (e.g., photos showing damage or mismatch).
  • We'll provide a full refund or replacement, including return shipping costs covered by us.
  • For disputes on product quality (e.g., non-compliance with certifications), we'll investigate using batch/lot details.

5. Cancellations

  • Orders can be canceled for a full refund before shipping. Once shipped, follow the standard return process.
  • If a payment fails or is disputed during processing, we'll cancel and refund immediately.

6. Exceptions

  • Promotional, clearance, or bulk orders may have limited refund eligibility (noted at purchase).
  • Refunds do not cover customs duties or taxes paid by you.
  • Subscription refunds follow specific terms (prorated for unused portions).

7. Changes to This Policy

We may update this policy. Changes will be posted here. Continued use means acceptance.

8. Contact Us

For refund requests or disputes:
Email: support@xassion.com

This policy is governed by applicable laws, subject to your local consumer rights.