Return Policy

Return policy

I. Service commitment

For the goods sold by XY Global TH, we offer you a 7-day return guarantee (except for some goods or in-store or mobile stores where you have seen the goods and taken them back, please refer to the details of each product).

Considering the characteristics of luxury goods in this site, most of them are only one piece, so we do not support exchange for now.

Ii. General provisions on returns

1. Return instructions:

1) Return request shall be made within 7 days from the day after receipt of goods.

2) The goods are in their original state without use.

3) All accessories of the product (such as product identification, packaging, hanging plate, three guarantees card, instruction manual, invoice, gifts, accessories, appraisal certificate, etc.) are complete.

4) Watches, gold, jewelry, fixed price and goods marked "no quality problems of this product do not support return or exchange" are not supported for return if there is no quality problem.

5) For set products or combination sales products, we cannot return some of the goods for you.

6) Auction goods, once sold without quality problems will not be returned.

7) For the global purchase return policy, please refer to the shopping instructions of each overseas site.

2. The goods shall be deemed to be non-returnable if the following conditions occur:

1) The product anti-loss hanging plate is deformed, damaged or broken and different from the original appearance of the warehouse.

2) The product identification, packaging, hanging plate, three-package card, instruction manual, invoice, gift, accessories and other missing.

3) Any quality problems caused by improper use and improper storage of the products.

4) The commodity is used, washed, damaged or damaged.

5) Quality problems caused by unauthorized maintenance, misuse, collision, negligence, abuse, liquid entry, accident, modification, incorrect installation of the product, or tearing off and altering labels, machine serial numbers, anti-counterfeiting marks.

6) Wear caused by use.

7) Over warranty goods (goods that exceed the warranty period of three packages).

3. Warm reminder:

1) If the order status is "shipped" or "signed for", you can apply for return by yourself.

2) If you do not apply for after-sales service within 7 days, the order will automatically become completed, and we will no longer accept your return application.

3) Within two weeks from the date of acceptance of the return application, XY Global TH if the returned package is not received, the after-sales application will be automatically cancelled and the order status will be automatically changed to completed.

4) If you apply for return without the consent of customer service, and directly send the goods back to the website, the website shall not be responsible for storage, re-delivery or refund. The website has the right to dispose of the stranded goods when necessary.

5) The pictures and information are for reference only, not the quality problem. Due to shooting lights and color difference of different monitors, there may be a color difference between the product picture and the real product. Everything is subject to the real product.

6) If the freight generated by return is due to customer reasons, the customer shall bear it. If the quality and process of the goods are due to the quality of the goods, you can call customer service to apply for reimbursement after passing the quality inspection.

7) In order to protect the interests of consumers, for some high-value goods, we will put a "XY Global TH sticker" (a sticker with XY Global TH logo) on the goods. After receiving the goods, we will carefully check them and then destroy them if there is no problem. Otherwise, we will not be able to handle your return.

8) It is not a special commodity. Special commodities: such as cosmetics, intimate clothing, jewelry, watches, gold ornaments, gifts, etc. If it is not a quality problem, it will not be returned.

9) Gifts cannot be returned separately

3. Return rules

wrist-watches

1. Return instructions:

1) If the watch itself has quality problems within 7 days from the date of receipt, such as the movement fault affecting the use, we can provide you with return or maintenance service after verification.

2) Watch products are all high-grade special commodities. After successful purchase, no return will be made except for quality problems.

3) The warranty card cannot be altered. Once it is altered, the normal warranty and appraisal of the product will be affected. If you write or change it without authorization, the product will not be returned.

4) Within 24 hours of your receipt, if there are appearance issues with wristwatch products (not falling under the quality issues covered by the national three-warranty policy), such as wear or stains on the case, dial, hands, crown, crystal, and strap, we can provide a return service. If these issues occur after 24 hours from receipt, we will offer the corresponding after-sales process.

2. Conditions for which returns cannot be processed:

1) The non-commodity itself is not of quality.

2) Any quality problems caused by improper use and improper storage of the products.

3) Any damage to any part of the watch caused by improper use/abuse, carelessness, negligence, accident (impact, strike, squeeze, surface damage and other), incorrect use or failure to comply with the instructions provided by the brand.

4) The product anti-loss hanging plate is deformed, damaged or broken and different from the original appearance of the warehouse.

5) The product identification, packaging, hanging plate, three guarantees card, instruction manual, invoice, gift, accessories and other missing.

6) The commodity has been used, worn, contaminated, damaged or worn.

7) Appearance problems of watch products (not quality problems stipulated in the national three-warranty policy), such as shell, face, needle, handle head, glass, appearance fixing parts and strap.

8) The service life of the battery, not the quality problem of the watch itself.

9) The watch band has been adjusted and will not be returned.

envelope

1. For instructions on returning bag products, please refer to the general rules on returns

2. Warm reminder

Due to the lighting and color difference of different monitors, there may be a color difference between the product picture and the real object. Everything is subject to the real object.

Jewelry, gold jewelry

1. Return instructions:

1) Gold and jewelry products are special commodities, which cannot be returned once sold, except in the following cases:

The gold, platinum, palladium and K content in precious metals, jewelry and their inlaid products is less than the amount indicated on the invoice or jewelry tag (allowable error range +0.01g~-0.01g).

Precious metals, jewelry and their inlaid articles are not graded according to the invoice or jewelry tag.

Precious metals, jewelry and their inlaid products are unqualified or are tested as unqualified products by the authorized testing department of the Municipal Gold Association.

2) Some high-grade jewelry is accompanied by the appraisal certificate issued by the national gemstone appraisal center. If you have any doubts about this, please go to the appraisal institution that issued the certificate for reinspection. If the test proves that there is a discrepancy in the goods, please go to the appraisal institution that issued the certificate for reinspection.

3) Limited edition or other scarce goods may not be replaced, but you can return them.

4) The pictures of the products on the website may have some color difference with the real products due to lighting and color difference of different monitors. This is not a quality problem, so please understand.

5) When returning the goods, please use a plastic bag to wrap the original brand packaging. Do not stick the delivery note or adhesive directly on the original brand packaging (especially the surface of the original brand packaging box). If this causes damage, it will affect the secondary sales of the goods and will not be returned or exchanged. Please understand.

2. Precautions:

1) If the jewelry is accidentally discolored, spotted, polluted, broken, deformed, cracked, loose, fallen off or scratched, it will not be returned.

2) Gold, diamond, 18K gold, platinum, rose gold and other precious metal products will not be returned once sold if there is no quality problem

3) During the return and exchange process, if you return the item without XY Global TH platform approval, all risks associated with damage, loss, or theft of the item will be borne by you. XY Global TH does not provide services such as storage, reissue, or refunds. The receipt of mail or packages by XY Global TH is not considered an obligation for XY Global TH regarding your returned items. If necessary, XY Global TH has the right to dispose of the items you have returned without authorization.

dress and personal adornment

1. Return instructions:

1) For safety and health reasons, intimate products such as underwear, socks, swimsuits and other goods are not returned once sold, except those found to have quality problems by authoritative departments.

2) Goods damaged due to personal reasons (such as self-modification of size, washing, leather oiling, embroidery, wearing for a long time, etc.) will not be returned.

3) If the product tag, packaging and accessories (such as buttons, etc.) are damaged or lost, the return and exchange will not be processed.

4) If wear and tear, damage or obvious wearing marks (such as shoe surface wrinkles, shoe bottom scratches, oxidation, fading of metal products on the goods after use, falling off of decorative products) are caused by improper use or storage, no return will be accepted.

2. Precautions:

1) Due to the shooting light and color difference between different monitors, there may be a color difference between the product picture and the real object. This situation is not a quality problem

2) If you encounter an allergy problem and need to return the product, you need to provide relevant medical certificates.

3) Please make sure that all accessories of the goods are intact (such as product identification, packaging, hanging plate, three-warranty card, instruction manual, invoice, gifts, accessories, appraisal certificate, etc.). If the returned goods are missing accessories or the packaging is damaged/lost, we will not be able to handle them even if they are within the return and exchange period.

Cosmetics and personal care

1. Return instructions:

1) If there are any discomforts such as allergies during the use, you can apply for a return, but you must provide relevant certificates issued by the hospital and return them to our company (or merchant) together with the goods for exchange.

2) For returns due to discomfort such as allergies, we can assist in returning goods for other reasons, such as not unpacking the package and without affecting the second sale.

3) If you have any doubts about the quality of the goods during use, please issue a written appraisal, and we will deal with it according to national laws

2. Precautions:

1) In order to avoid allergies, please try the product on your skin first when using cosmetics; if you have allergies, please stop using the product immediately and seek medical advice.

2) Goods damaged due to personal reasons (such as self-modification of size, washing, leather oiling, embroidery, wearing for a long time, etc.) will not be returned.

3) Anti-counterfeiting code of the package The anti-counterfeiting code of the package shall not be returned once it is scratched off.

4) Due to the shooting light and color difference between different monitors, there may be a color difference between the product picture and the real object. This situation is not a quality problem.

5) There is no trial service for cosmetics and personal care products. If the package is opened, no return will be made except for quality reasons.

Home life

Home living products include: smoking utensils, pen utensils, tea utensils, wine utensils, kitchen utensils, tableware, business supplies, kitchen supplies, home accessories, household daily use and other supplies.

1. Return instructions:

1) Once the food is sold, there will be no return or exchange without quality problems;

2) Goods damaged due to personal reasons (such as self-modification of size, washing, leather oiling, embroidery, wearing for a long time, etc.) will not be returned

3) If the packaging is damaged, the product tag, delivery note, accessories, instruction manual, warranty card, label and other lost, no return will be accepted.

4) Large, fragile and other non-transportable goods will not be returned if there is no quality problem

5) Adult products, health equipment and first-aid health products are not subject to 7-day no reason return. If there is no quality problem, they will not be returned

2. Precautions:

1) Due to the shooting light and color difference between different monitors, there may be a color difference between the product picture and the real object. This situation is not a quality problem.

2) If the commodity affects the secondary sale after use, it shall not be returned.

Maternity, toys

1. Return instructions:

1) Mother and baby commodities are special commodities, once signed for receipt, they cannot be returned, except those with quality problems announced by the national food quality supervision and inspection institutions;

2) The toy products are not returned due to quality problems

3) Goods damaged due to personal reasons will not be returned

4) The milk powder is not of quality problem and will not be returned

2. Precautions:

1) Mother and baby food, baby products, intimate clothing and other items are not suitable for 7 days without reason to return.

2) In order to ensure food safety, please check the goods and expiration date carefully when you receive food products. After you sign for the food products, we will not accept returns, except those with quality problems announced by national food quality supervision and inspection institutions.

3) Anti-counterfeiting code of goods with anti-counterfeiting code once scratched off will not be returned.

4) Please unpack and check the goods in front of the express delivery. If you find any damage, please contact customer service to deal with the corresponding after-sales service in front of the express delivery. If you do not sign for the goods and check them, similar situations will not be returned.

digital product

Digital products include 3C digital products sold by XY Global TH, high-end mobile phones and other electronic products

1. Return instructions:

1) If the product packaging is unpacked and affects the secondary sales, no return without reason is supported.

2) Unauthorized tearing or altering of product labels, serial numbers, anti-counterfeiting marks, invoices, warranty certificates and the product model or serial number on the warranty certificate are not supported for return

3) The quality problems of the goods caused by unauthorized negligence, misuse, abuse, disassembly, collision, liquid entry, accident, modification, incorrect installation or storage shall not be returned.

4) The quality problems of the goods caused by disassembly or repair carried out by non-manufacturer designated or authorized maintenance points shall not be returned.

5) Mobile phones and digital devices containing authorization or activation information, including but not limited to serial number SN, activation code, CDKEY, etc. Once the authorization or activation program is generated, no reason for return within 7 days will be supported.

6) Anti-counterfeiting code of the package The anti-counterfeiting code of the package shall not be returned once it is scratched

2. Precautions:

1) It is recommended that the outer packaging be kept for 7 days from the date of receipt to avoid affecting your return.

2) For mobile phones and digital products, the faults that can be eliminated through software upgrade can only be sent to the designated or contracted after-sales service center of the local manufacturer for upgrade, without returning or exchanging goods.

3) For storage goods, we do not provide data export service. Please make sure to export the data in advance before repair. Otherwise, we will not assume any corresponding responsibility for data loss or damage.

4) If the product has quality problems, please contact the manufacturer's service center for testing and issue a test report (repair inspection document) first. At the same time, keep it together with the product, accessories, instructions, invoice, warranty card, shopping voucher and packaging, and wait for our company to arrange the return.

5) Due to the shooting light and color difference between different monitors, there may be a color difference between the product picture and the real object. This situation is not a quality problem.

6) Please make sure to pack the goods properly before sending them out, so as to avoid damage during transportation and affect your return processing.

service for life

Life service products include: life services, sports/outdoor, lighters, e-cigarettes and other consumables.

1. Return instructions

1) Artworks, wine, tourism, hotels, real estate, aircraft, yachts and other life service commodities are auctioned as customized goods, which cannot be returned once sold.

2) Lighters, e-cigarettes and other consumables shall not be returned once they are unpacked or used.

3) Golf clubs and other non-quality problems will not be returned.

2. Precautions

1) Due to the shooting light and color difference between different monitors, there may be a color difference between the product picture and the real object. This situation is not a quality problem

2) For outdoor products such as telescopes, if there is a quality problem with the product, please contact the service center of the manufacturer for testing and issue a test report (repair inspection document) in advance. At the same time, keep it together with the product, accessories, instructions, invoices, warranty cards, purchase vouchers and packaging, and wait for our company to arrange for return.

Luxury car supplies

1. Return instructions

1) The unpacking of the product packaging will affect the secondary sales, and the return will not be processed.

2) Auto maintenance supplies, auto consumables and on-board products shall not be returned once they are unpacked (such as car wax, protective film, cleaning agent, cleaning patch, in-car air purification, vehicle oil products, etc.).

3) Large, fragile and vulnerable goods that are not easy to transport will not be returned if there is no quality problem. For example: car tires, bicycles, electric smart cars, etc

2. Precautions

1) For storage goods, we do not provide data export service. Please make sure to export the data before repair. Otherwise, if any data is lost or damaged, we will not assume corresponding responsibilities.

2) If there is a quality problem with some products, please contact the after-sales department of the manufacturer according to the contact information on the instruction manual first, and ask them to issue relevant test reports and return them to our company (or the merchant) for return and exchange.

Last Updated: March 26, 2025
Effective Date: March 4, 2024