In many circumstances, the XY Team will be happy to assist you with a return merchandise authorization. Please note the following:
- Not all orders are eligible for return/refund.
- SentinelX Free + Shipping (NON-REFUNDABLE)
- XYO Tokens that have been sent to your wallet
- COIN Subscriptions that were cancelled after renewal date. (See COIN Subscription Policies here.)
- No merchandise that was purchased 60 days before your request was received will be authorized for return and refund.
- RMA will only be issued if requested within 60 days of the purchase date
- Final Sale merchandise will not be accepted for refund.*
- The customer is responsible for return shipping fees.
- The customer is responsible for requesting reimbursement of customs/import fees directly from their country's local customs.
- Items that have been damaged during use or which show significant wear from use are not eligible for return.
* SentinelX units that were offered for free at the cost of shipping and upgrades associated with this offer are Final Sale and are not eligible for refund.
All refunds require the submission of a support ticket to our team. Simply sending the item back, or refusing the package's delivery does NOT constitute sufficient notification for request of refund.
Contacting the team regarding a refund:
If you are making a request for a refund or return to our team, please ensure your request contains the following information. This is to ensure your return merchandise authorization is processed correctly and efficiently:
Date of Purchase:
Once you have contacted the team and received refund approval:
When making a return, we strongly recommend the following that you retain a shipping receipt and package tracking number. Further, we suggest you take a photo of the merchandise before proceeding with a return to verify its condition.
We extend the following courtesies to customers making a return:
- We accept open box returns; the packaging will not affect your refund.
- Refunds issued are for the product total and shipping fees.