Return & Refund Policy

1. Introduction

This Return & Refund Policy explains the process for returning products and obtaining refunds on XWire Supply ("we," "us," or "our"), accessible at supply.xwire.ai (the "Platform").

As a B2B marketplace connecting buyers with suppliers, our return policies may vary by product, supplier, and order type. This policy outlines general guidelines, but specific return terms may be provided by individual suppliers.

By making a purchase on our Platform, you agree to this Return & Refund Policy. Please read it carefully before completing your order. This policy should be read in conjunction with our Terms of Service.

2. General Return Policy

2.1 Standard Products

For standard, in-stock products (not custom-made or special-order), you may request a return within 30 days of delivery, subject to the following conditions:

• Product must be unused, in original condition, and in original packaging
• All accessories, manuals, and components must be included
• Product must not show signs of installation, modification, or damage
• Return must be initiated through our Platform (see Section 5)
• Return authorization (RMA number) must be obtained before shipping
• Buyer is responsible for return shipping costs unless product is defective

2.2 Restocking Fee

A restocking fee of 15% may apply to standard product returns unless:

• Product is defective or damaged upon arrival
• Wrong product was shipped due to our error
• Product does not match the description on our Platform
• Supplier waives the restocking fee (at their discretion)

3. Non-Returnable Items

The following items are FINAL SALE and cannot be returned or refunded except in cases of defects or errors on our part:

3.1 Custom Orders

• Custom-made kitchen cabinets (Nobilia or other brands) with specified dimensions, finishes, or configurations
• Made-to-order products manufactured specifically for your project
• Personalized or engraved items
• Cut-to-size materials (countertops, glass, metal, etc.)

3.2 Other Non-Returnable Items

• Clearance or final sale items (marked as such at time of purchase)
• Opened consumables (adhesives, sealants, paints, finishes)
• Installed products (once installed, product cannot be returned)
• Digital products (plans, designs, software licenses)
• Perishable goods (if applicable)
• Items ordered more than 30 days ago (outside return window)

Note: Custom orders are clearly marked as "Custom Order" or "Made to Order" during checkout. By completing a custom order, you acknowledge that the order is final and non-returnable.

4. Damaged, Defective, or Incorrect Items

4.1 Inspection Upon Delivery

You must inspect all items immediately upon delivery. If you notice damage, defects, or incorrect items:

• Document the issue: Take clear photos of the packaging, product, and any damage
• Note on delivery receipt: Mark "damaged" or "defective" on the carrier's delivery receipt if possible
• Report within 48 hours: Contact us within 2 business days of delivery at support@xwire.ai

4.2 Our Responsibility

If a product arrives damaged, defective, or incorrect due to our error or the supplier's error, we will:

• Provide a full refund, OR
• Ship a replacement at no additional cost, OR
• Offer a credit for the full purchase price (at your choice)

We will cover all return shipping costs for damaged, defective, or incorrect items. No restocking fee will apply.

4.3 Manufacturer Warranties

Many products come with manufacturer warranties. If a product becomes defective after the 30-day return window, you may be covered by the manufacturer's warranty. We will assist you in filing warranty claims with manufacturers when applicable.

5. How to Return an Item

Step 1: Request Return Authorization

To initiate a return:

1. Log in to your account and go to Orders in your dashboard
2. Find the order containing the item you wish to return
3. Click "Request Return"
4. Select the item(s) to return and provide a reason
5. Upload photos if the item is damaged or defective
6. Submit your return request

Alternatively, you can email us at support@xwire.ai with your order number and reason for return.

Step 2: Receive RMA Number

We will review your request within 2 business days and provide:

• RMA (Return Merchandise Authorization) number
• Return shipping instructions
• Return address (may vary by supplier)

Step 3: Package and Ship

Package the item securely in its original packaging (if possible):

• Include all accessories, manuals, and components
• Write the RMA number clearly on the outside of the package
• Use a trackable shipping method (UPS, FedEx, USPS with tracking)
• Insure high-value items
• Keep your tracking number and shipping receipt

Step 4: Return Inspection

Once we receive your return, we will:

• Inspect the item within 3-5 business days
• Verify it meets return conditions
• Notify you of inspection results via email
• Process your refund or replacement (if approved)

6. Refund Process

6.1 Refund Timeline

Once your return is approved:

• Refund initiated: Within 2 business days of approval
• Credit card refunds: 5-10 business days (depends on your bank)
• Store credit: Issued immediately (faster option)

6.2 Refund Method

Refunds will be issued using the original payment method:

• Credit/Debit Card: Refunded to the original card
• Net-30 Terms: Credit applied to your account balance
• Store Credit Option: You may choose to receive store credit instead (no expiration)

6.3 Partial Refunds

Partial refunds may be issued in the following situations:

• Product shows signs of use or installation
• Product is not in original condition or packaging
• Product is missing components or accessories
• Product is damaged due to buyer mishandling
• Restocking fee applies (15% deduction)

6.4 Shipping Costs

Original Shipping Costs:

• Standard returns: Original shipping costs are non-refundable
• Defective/incorrect items: Original shipping costs will be refunded

Return Shipping Costs:

• Buyer's responsibility: For change of mind, incorrect order, or buyer error
• Our responsibility: For defective, damaged, or incorrect items

7. Exchanges

We do not offer direct exchanges. If you need a different product:

1. Return the original item following the process in Section 5
2. Receive your refund or store credit
3. Place a new order for the desired item

Exception: For defective items, we may offer a direct replacement at no additional cost (no need to wait for refund).

8. Large, Heavy, or Freight Items

Special return procedures apply to large or freight items (e.g., kitchen cabinet sets, palletized products):

• Pre-approval required: Contact us before attempting to return
• Freight coordination: We will arrange freight pickup if return is approved
• Packaging requirements: Items must be properly crated or palletized
• Inspection at pickup: Freight carrier will inspect condition before accepting
• Higher restocking fees: May apply (up to 25%) due to freight costs

9. International Returns

For orders shipped outside the United States:

• Return shipping costs are the buyer's responsibility
• Customs duties and taxes are non-refundable
• Use a trackable international shipping method
• Declare accurate value on customs forms
• Allow 2-4 weeks for international return processing

Note: We strongly recommend purchasing international shipping insurance for high-value returns.

10. European Union Consumer Rights

If you are a consumer located in the European Union, you have a legal right to withdraw from your purchase within 14 days of receiving the product, without giving a reason (EU Consumer Rights Directive).

EU Consumer Exceptions:

• This right does not apply to custom-made or personalized products
• Sealed products opened by the consumer cannot be returned for hygiene reasons
• B2B transactions may have different terms (this Platform is primarily B2B)

To exercise your EU withdrawal right, contact us at support@xwire.ai within 14 days of delivery.

11. Refused or Undeliverable Orders

If you refuse delivery or an order is returned as undeliverable due to an incorrect address you provided:

• A 15% restocking fee will apply
• All shipping costs (original + return) will be deducted from your refund
• Refund will be processed once the product is returned to us

Note: Please ensure your shipping address is correct before completing your order.

12. Questions and Support

If you have questions about our Return & Refund Policy or need assistance with a return, please contact us:

13. Changes to This Policy

We reserve the right to update this Return & Refund Policy at any time. Changes will be effective immediately upon posting on our Platform.

The return policy applicable to your order is the version in effect at the time of your purchase. We encourage you to review this policy before making a purchase.