Refund Policy
Xero Shoes provides all global customers with an exclusive, extended 60-day free return window, representing a premium after-sales guarantee that far exceeds conventional industry service standards and demonstrates our strong brand confidence in minimalist footwear product quality and user experience optimization. The official 60-day return cycle commences immediately upon the customer’s successful package receipt and signed confirmation of order delivery, covering a full 60 consecutive natural days following product reception. Within this valid return period, customers may initiate return applications for any personal or objective reason without restrictive threshold requirements or mandatory justification obligations. Eligible return scenarios include but are not limited to subjective user preferences such as improper shoe sizing, mismatched style expectations, unsatisfactory wearing comfort, personal taste changes, redundant order purchases, and incompatible usage scenarios, as well as objective product issues including manufacturing quality defects, functional abnormalities, process errors, material problems, and logistics-induced product damage. Our platform imposes no hidden audit barriers, no arbitrary deduction rules, and no unreasonable restrictions on valid 60-day return applications, delivering genuine unconditional free return rights and zero-risk shopping protection for every global customer.
Xero Shoes enforces a unified global refund processing cycle of 5 to 10 business days to ensure efficient, standardized, and timely fund settlement for all after-sales return orders. After customers complete formal return application submission and send back products in strict accordance with our official standardized return process guidelines, our professional after-sales verification team conducts comprehensive, rigorous multi-dimensional inspection and validation of returned packages and products immediately upon receipt. The inspection scope covers product appearance integrity, degree of trial wear traces, completeness of original packaging and supporting accessories, presence or absence of artificial damage, and consistency between returned goods and original order items. Once returned products fully comply with platform return qualification standards and pass official verification, our system automatically triggers formal refund processing procedures without unnecessary manual delays or procedural stagnation. Within the fixed 5 to 10 business day cycle following successful return verification, the full order payment amount originally paid by the customer will be completely refunded to the user’s original payment account, ensuring rapid and secure fund recovery for all eligible after-sales transactions.
To standardize global return and refund system operations and balance the legitimate rights and interests of both customers and the platform, Xero Shoes has formulated unified global return product qualification inspection standards applicable across all regional markets. Returned products must satisfy core qualification requirements including unused status, absence of obvious artificial damage, no severe dirt accumulation or abnormal odor, complete retention of original product trademarks, labels, packaging boxes, and matching supporting accessories. Our platform fully respects customers’ legitimate product trial and wearing experience rights, adopting humanized inspection standards that allow minor trial wear traces that do not affect secondary sales eligibility. Such negligible usage marks will not constitute grounds for return application rejection, reflecting our customer-centric service flexibility and rationality. However, products presenting severe artificial damage, long-term intensive usage traces, missing core functional accessories, irreversible deformation or contamination, or unauthorized user modification and disassembly that impede secondary sales will be deemed ineligible for free return services. Our after-sales team conducts fair and objective evaluations based on actual product conditions to maintain standardized, sustainable, and reasonable after-sales system operations.
Our platform supports flexible dual processing mechanisms for full order refunds and partial order refunds to adapt to diverse customer order combinations and after-sales demands. For multi-product orders where customers only require partial product returns, our system supports accurate partial refund processing corresponding to the returned commodity unit price and quantity. Partial refund calculation strictly follows the actual customer payment proportion of each individual product in the original order, ensuring fair and transparent fund settlement. The processing cycle and service standard for partial refunds remain consistent with full refund specifications, with all verified eligible partial refunds completed within the official 5 to 10 business day timeframe. For abnormal order scenarios including product loss during transit, platform shipping errors, and missing order items, customers may apply for targeted full or partial refunds according to actual order anomalies, with our team conducting rapid information verification and efficient problem resolution. For orders participating in platform preferential promotional activities, refund amounts are calculated based on the customer’s actual paid amount rather than original marked prices, ensuring accurate and equitable fund settlement for all promotional transactions.
Xero Shoes assumes full responsibility for product quality issues originating from manufacturing and production processes, providing permanent quality after-sales protection supplementary to our 60-day free return and 5–10 day refund services. Customers who discover non-human-induced product quality defects, functional failures, process irregularities, or material problems during normal daily usage may apply for free return, full refund, or complimentary product replacement at any time. All logistics costs, service fees, and replacement expenses incurred from quality problem after-sales processing are fully borne by our platform. We implement strict multi-layer quality control mechanisms throughout product research and development, material selection, production processing, and pre-shipment inspection links, fundamentally controlling product quality risks and undertaking complete brand responsibility for all quality-defective commodities, fully safeguarding customer consumption rights and usage safety.
Xero Shoes reserves the right to optimize and iterate after-sales service workflows and policy terms in accordance with global e-commerce industry development trends, customer service demand upgrades, and platform operational optimization requirements. All revised Refund Policy content will be uniformly updated and officially announced on the website xerousa.it.com, with updated terms taking immediate effect upon release. Continued utilization of our platform’s shopping and after-sales services by customers constitutes full acceptance of the latest policy provisions. We consistently adhere to the service principles of integrity, transparency, responsibility, and customer priority, continuously optimizing our global after-sales service system, improving refund processing efficiency, enriching service scenarios, and delivering the most generous, standardized, and reliable after-sales guarantee services for global minimalist footwear consumers.