Refund policy

Effective Date: June 18, 2026

We want every piece from Xacora to bring you joy — whether it’s a new favourite top for yourself or a thoughtful gift for someone special. But if something isn’t quite right, we’re here to make returns, exchanges, or refunds as straightforward and fair as possible.

When Can You Request a Return?

You may request a return within 30 calendar days of your order’s delivery date.

To start the process, contact us at support@xacxh.com or xacxh1@126.com. Please include:

  • your order number;

  • the email address used when placing the order;

  • the item(s) you wish to return;

  • the reason for your return;

  • and if the item is damaged, defective, incorrect, or incomplete, please attach clear photos or videos showing the issue.

Important: Do not send the item back before you receive return instructions from our customer service team — we’ll make sure you have the correct address and steps to follow.

What Items Are Eligible for Return?

Unless otherwise noted on the product page or required by law, returned items must:

  • be unworn and unwashed (for apparel-style garments);

  • be free from stains, odours, alterations, pet hair, or other signs of use;

  • include their original packaging and any accompanying accessories; and

  • be shipped according to the return instructions provided by our team.

You’re welcome to try on or inspect the item to check fit and appearance, but please do not wear, wash, alter, or damage it.

Non-Returnable Items

Except for defects or as otherwise required by law, we generally cannot accept returns for:

  • personalised or custom-made garments;

  • made-to-order items whose product page states that change-of-mind returns are not available;

  • items that have been worn, washed, altered, stained, damaged, or have developed odours;

  • items missing original packaging or essential parts;

  • gift cards;

  • items marked “Final Sale”; or

  • items returned after the applicable return period.

For hygiene-related items (e.g., underwear, swimwear), this restriction is clearly stated on the respective product page. Your mandatory consumer rights are not affected by this section.

Change-of-Mind Returns

If you’re returning because you simply changed your mind, chose the wrong size/colour, no longer want the item, or made an incorrect selection:

  • you are responsible for the return shipping costs;

  • original shipping charges are non-refundable (unless required by law);

  • any customs duties or import fees already paid cannot be refunded by Xacora; and

  • the item must still meet the return eligibility conditions above.

We recommend using a trackable shipping method. Xacora cannot be held responsible for items lost or damaged in transit before they reach our authorised return address.

Damaged, Defective, Incorrect, or Incomplete Items (including missing parts)

We truly hope this never happens, but if your garment arrives damaged, defective, misprinted, materially different from the description, or missing pieces, please inspect your order promptly after delivery and contact us as soon as possible — ideally within 7 days.

Please provide photos or videos showing:

  • the item itself;

  • the problem or defect clearly;

  • the shipping package (box or bag);

  • the shipping label; and

  • all items you received.

After reviewing and verifying the issue, we will, at your choice, send a replacement, offer an exchange, or issue a refund for the affected item(s). We take full responsibility – we do not merely reimburse return shipping; we actively provide a remedy (replacement, exchange, or refund). If the problem is confirmed to be our fault or our fulfilment partner’s, we will cover the applicable replacement or return shipping costs.

Please keep the item and all packaging until we confirm they are no longer needed.

Refund Amount

Approved refunds will cover the purchase price of the eligible returned item(s).

Original shipping fees are refundable only if the return is due to our error (e.g., wrong item, defective product). For customer-initiated returns (change of mind), original shipping costs are non-refundable.

Customs duties, import taxes, or other non-refundable charges imposed by the destination country are not refundable, as these are paid to third parties.

If the return is due to a defective or incorrect item, we will also reimburse any return shipping costs you may have incurred (if you did not use our prepaid label).

Return Address

Please do not send returns to our registered business address or to the address shown on the original shipping label — unless our customer service team specifically instructs you to do so.

After we approve your return request, we will provide you with the correct return address (which may vary depending on the fulfilment centre). Xacora is not responsible for items sent to an unauthorised or incorrect address.

Return Inspection Process

Once we receive your authorised return, we will inspect the item. If the return is approved, we’ll notify you via email. If the item does not meet our return conditions, we’ll reach out to discuss next steps before making a final decision.

We do not automatically charge a restocking fee. However, where permitted by law, we may make a reasonable deduction if the item’s value has decreased because it was worn, washed, damaged, altered, or returned incomplete.

How Long Do Refunds Take?

Approved refunds will be issued to your original payment method. We typically process the refund within 5–7 business days after the return inspection is completed. Your bank or payment provider may then take an additional 7–10 business days to reflect the funds in your account. The actual timing is controlled by your financial institution.

Exchanges and Replacements

Because many of our garments are made-to-order and sizes or designs may become unavailable, we cannot guarantee direct exchanges. However, if an item is verified as defective, damaged, incorrectly printed, or incorrectly fulfilled, we will provide a replacement, corrected item, or refund, depending on availability and the situation.

Exchanges require that you first return the original item(s) – we cannot send a replacement until we receive and inspect the original item (subject to stock availability).

Packages Returned Due to Customer-Attributable Reasons (e.g., incorrect address, refusal, multiple failed delivery attempts)

If a package is returned to us because you provided an incorrect or incomplete address, refused delivery, failed to pick it up after multiple attempts, or did not pay applicable customs fees:

  • The return will be treated as a standard return, and we will deduct any return shipping, customs, handling, or re-delivery costs from your refund if one is requested.

  • If you wish to have the order re-sent to a corrected address, you will be responsible for the full re-delivery shipping costs.

  • Refund eligibility will be assessed after the returned package is inspected.

Contact Us

Brand: Xacora
Website: xacxh.com
Legal Entity: Yunyan District Mila Clothing Store
Store Operator: Yunyan District Mila Clothing Store
Unified Social Credit Code: 92520103MAAM15HH13
Registered Address: No. 8, Floor -2, Building B, Yan'an West Road, Weiqingmen Subdistrict, Yunyan District, Guiyang City, Guizhou Province

Returns must not be sent to the registered address without approval from our team. Please contact us first so we can share the latest return warehouse address. If the phone is busy, please use email or the store backend. We will respond as quickly as possible. Customer service hours: Monday to Friday, 9:30 AM–12:00 PM and 2:00 PM–6:30 PM.

Current return warehouse address:
Attn: Returns Department / RMA: OH-5512-M
Warehouse: Buckeye Logistics Returns – Door 9
2775 Scioto Ridge Rd, Suite 3
Columbus, OH 43228-3920
United States

Customer Service Email: xacxh1@126.com; support@xacxh.com
Contact Phone: +86 182-8608-0276

Xacora is managed by Yunyan District Mila Clothing Store, the operator responsible for xacxh.com, order fulfillment, customer service, and related ecommerce activities.