Shipping & Returns Policy for XASSION

Effective Date: February 6, 2026

At XASSION, we strive to provide a seamless shopping experience with discreet, reliable shipping and fair returns. This policy outlines how we handle shipping, delivery, returns, and refunds for 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. All products are certified (CE, ISO 13485, EU MDR, FSC, BSCI, SGS) and include barcode, batch/lot, and expiry details.

By placing an order, you agree to this policy. For questions, contact us at [support@xassion.com].

1. Shipping

  • Discreet Packaging: All orders are shipped in plain, unmarked packaging with no branding or product details visible on the outside to ensure your privacy.
  • Shipping Locations: We ship worldwide, including to the European Union (EU), United Kingdom (UK), United States (USA), Australia (AUS), and New Zealand (NZ). Orders are processed from our facility.
  • Shipping Methods and Times:
    Standard shipping: 3-7 business days for EU/UK.
    5-10 business days for USA, AUS, and NZ.
    Times are estimates and may vary due to customs, holidays, or carrier delays. We use trusted partners like DHL or local postal services.
  • Shipping Costs: Calculated at checkout based on location, weight, and method. Free shipping may apply on orders over [e.g., $50 USD] (subject to change).
  • Customs and Duties: International customers are responsible for any customs fees, taxes, or import duties. We are not liable for seized items.
  • Tracking: You'll receive a tracking number via email once shipped. If your order doesn't arrive, contact us within 30 days.

We are not responsible for lost or damaged packages due to carrier errors, but we'll assist with claims.

2. Returns

  • Eligibility: Returns are accepted for unopened, unused products in original packaging. 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) cannot be returned.
  • Return Window: 14 days from delivery for all customers worldwide (in compliance with EU/UK consumer rights and as a standard for USA, AUS, NZ). You have the right to cancel without reason within this period.
  • How to Return: Contact us at [support@xassion.com] with your order number and reason. We'll provide a return label (shipping costs may be deducted from refund). Return to our designated return address provided in the instructions.
  • Inspection: Returned items must be in resalable condition. We reserve the right to refuse returns if damaged or incomplete.

3. Refunds

  • Process: Refunds are issued to the original payment method within 5-10 business days after we receive and inspect the return.
  • What is Refunded: Full product price, minus original shipping costs (non-refundable). Return shipping is your responsibility unless the item is defective or incorrect.
  • Defective or Wrong Items: If a product is faulty (e.g., expired or mismatched variant), we'll cover return shipping and provide a full refund or replacement. Contact us within 7 days of receipt with proof (e.g., photos of batch/lot/expiry).
  • Cancellations: Orders can be canceled before shipping for a full refund. Once shipped, standard return policy applies.

4. Exceptions

  • Promotional or clearance items may be final sale.
  • Bulk or subscription orders have specific terms (contact us for details).
  • We comply with local laws: e.g., Australian Consumer Law (ACL) guarantees for AUS, Consumer Guarantees Act for NZ.

5. Changes to This Policy

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

6. Contact Us

For shipping or return inquiries:
Email: support@xassion.com

This policy is part of our Terms of Service and governed by applicable laws, subject to your local consumer rights.