Refund and Returns Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unopened and unused with the original hygiene seal intact, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@xindari.com. Please note that returns will need to be sent to the following address: Group 18, Tangqiao Village, Huangsha Town, Xiushui County, Jiujiang City, Jiangxi Province, China. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@xindari.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
For health and hygiene reasons, the following items cannot be returned or exchanged once delivered:
• Any intimate-use product (vibrator, massager, suction toy, lubricant, accessory, etc.) where the hygiene seal, security seal, or factory packaging has been opened, broken, removed, or tampered with.
• Any product showing signs of use or contact with the body.
• Products with damaged or missing original packaging.
Only unopened, factory-sealed items in their original packaging may be returned within the 14-day window described above.

We also cannot accept returns on final sale items or gift cards.

If your item arrived defective, damaged, or incorrect, please see “Damages and issues” above — those cases are handled separately and are not affected by this exception.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unopened and unused with the original hygiene seal intact, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please note that intimate-use products that have been opened, used, or had their hygiene seal removed are excluded from this 14-day right under Article 16(e) of EU Directive 2011/83/EU (sealed goods unsuitable for return for health protection or hygiene reasons).

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@xindari.com.