Refund policy
We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.
Returns (if applicable)
We accept return of products. Customers have the right to apply for a return within 14 days after delivery the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address.
Notes
Custom-order or personalised items do not have a right to 14 days refund.If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
No restocking fee to be charged to the consumers for the return of a product.;
Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at xinzuocutlery@outlook.com
Please contact our Customer service at xinzuocutlery@outlook.com to get the return address.
Applicable to EU consumers
14-day right of withdrawal (also known as the European Union 14 day cooling off period)：EU consumers have an unconditional 14-day right of withdrawal.
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn,and in its original packaging. You’ll also need the receipt or proof of purchase.
How to exercise the right of withdrawal
EU customers can exercise their right to withdraw their order through our store's electronic withdrawal form：
Form page link:[https://xinzuocutlery.com/]
Instructions:
Step 1: Open our store page and click the "Withdraw contract" button in the bottom left corner.
Step 2: After clicking the "Withdraw contract" button, the withdrawal form will open in a pop-up window.
Step 3: How to use this form? After the withdrawal form opens, follow these two steps: ①Enter your name, order number, and email address. ②Please confirm withdrawal.
We will process your application after receiving your withdrawal request.
Notes
Custom-order or personalised items do not have a right to 14 days refund.
After submitting a withdrawal request, EU customers should return the corresponding goods to our designated return warehouse within 14 days..Return address:【Xinzuo Roma, Piazza dei Satiri 47/a, 00186 Roma, RM, Italy】
If you return the item within the 14-day cooling-off period, you will be responsible for the return shipping costs; if the product itself is defective or the wrong order was sent, we will cover the return shipping costs.
Refund Timeframe: We will refund you within 14 days of receiving your notification of withdrawal.. Please remember it can take some time for your bank or credit card company to process and post the refund too.All funds will be refunded to the consumer's original payment account. No handling fees or service fees will be charged during the refund process.
If more than 15 business days have passed since we’ve approved your return, please contact us at xinzuocutlery@outlook.com.
If you encounter any issues with refunds or returns, please contact us at xinzuocutlery@outlook.com.
