Refund policy
RetailXipi, operated by CHIYANG HESHUN TRADE LIMITED, offers a voluntary 30-day return policy for eligible purchases at retailxipi.com. You may request a return within 30 calendar days of delivery, subject to the conditions below.
This policy covers our home décor products, including wall art and wall decorations, cushions and pillow covers, throws, and blankets.
Return Eligibility
For a voluntary change-of-mind return, products should:
- Have a return request submitted within 30 calendar days of delivery.
- Be unused, clean, and in their original condition.
- Include all supplied parts, accessories, and components.
- Include the original packaging and protective inserts where reasonably possible.
- Show no damage caused by misuse, alteration, or improper handling.
Please provide your order number or another proof of purchase.
Cushions, pillow covers, throws, and blankets should be unwashed and free from stains, persistent odors, pet hair, and damage caused after delivery. They should not have been cut, sewn, embroidered, or otherwise altered. Opening packaging and reasonably handling a product to inspect its size, texture, and appearance does not by itself make it ineligible.
Wall art and wall decorations should not have been drilled, trimmed, repainted, or permanently altered. Please return any supplied frames, fittings, and mounting accessories. Damage caused by installation or removal may affect eligibility for a voluntary return.
For products sold as a set, please return all included pieces for a full change-of-mind refund. Contact us if only part of a set is faulty or damaged.
These conditions apply to our voluntary return policy. They do not limit statutory rights to inspect products or obtain remedies for faulty, damaged, incorrect, or misdescribed goods.
Requesting a Return
Before sending an item back, email [email protected] with your order number and the item you wish to return.
You may include your reason to help us assist you. A reason is not required when exercising an applicable statutory right of withdrawal.
Our return address is:
CHIYANG HESHUN TRADE LIMITED
ROOM D5, 5/F, KING YIP FACTORY BUILDING, NO. 59 KING YIP STREET, KWUN TONG, HONG KONG
This is both our company address and our designated product return address. Returns are sent to Hong Kong and may require international shipping, depending on your location.
Please contact us first so we can identify your order and provide packing and shipping instructions. Do not use a different address printed on the original shipping label unless we specifically instruct you to do so.
For voluntary returns, please send the goods within 14 calendar days after receiving our return instructions. Contact us if you need additional time. Applicable statutory deadlines take precedence.
Package items securely. Protect textiles from moisture and dirt, and use suitable protective materials for framed artwork and other delicate items. Include your order number inside the package. Retain your shipping receipt; tracked return shipping is recommended.
Contacting us first helps prevent delays or misdirected packages. Prior approval is not required where applicable law allows you to exercise a right by notifying us.
Return Shipping Costs
For change-of-mind returns, including personal preference or selecting an unsuitable size, color, or style, you are responsible for the direct return shipping costs to our return address in Hong Kong, except where applicable law requires otherwise.
Return shipping costs vary according to your location, the carrier, and the package’s size and weight. International return shipping may be more expensive than domestic shipping. You may obtain a quote from your chosen carrier before sending your return.
If a product is faulty, arrives damaged, or was sent incorrectly, RetailXipi will cover the necessary return shipping costs. Contact us so we can arrange a prepaid label or another appropriate solution at no cost to you.
We do not charge restocking fees or deduct the original cost of free shipping from your refund.
Original shipping charges paid at checkout are generally non-refundable for voluntary change-of-mind returns, except where reimbursement is legally required. For returns resulting from faulty goods or our fulfillment error, we will reimburse the applicable original shipping charges.
Damaged, Faulty, or Incorrect Products
Please inspect your order after delivery and contact [email protected] as soon as you discover damage, a defect, missing components, or an incorrect item.
Provide your order number, a description of the issue, and photographs where available. If photographs are unavailable, contact us to discuss another way to assess the problem.
Keep the item and packaging where reasonably possible while we arrange assistance. Do not install or continue using damaged wall decorations, broken frames, or other items that could be unsafe. We will not ask you to return unsafe items without suitable instructions.
Depending on the circumstances and your applicable rights, we will arrange a repair, replacement, or partial or full refund. You will not have to pay the necessary shipping costs to resolve a confirmed fault or our fulfillment error.
Minor variations in textile texture, weave, pattern placement, or finish may occur where consistent with the product description. Such variations do not remove your right to a remedy if an item is faulty or materially different from its description. Differences in screen settings do not excuse supplying an incorrect color or a materially misdescribed product.
The voluntary 30-day return period does not shorten any applicable legal guarantee or statutory claim period.
Refunds
For voluntary returns, we will inspect the returned goods and notify you of the outcome. We will complete this assessment without undue delay. If a refund is declined or reduced, we will explain the reason. Any deduction will be made only where permitted by applicable law.
Approved refunds will be issued to your original payment method within 7 business days of approval, or sooner where required by applicable law. Our assessment and processing periods do not extend any mandatory refund deadline.
Where applicable law requires a refund based on your cancellation notice or evidence that goods have been returned, we will follow those requirements rather than make reimbursement conditional on completing our inspection.
Refunds reflect the amount actually paid for the returned goods, including any discounts applied at purchase. Delivery charges eligible for reimbursement under this policy or applicable law will also be included.
Your bank or payment provider may require additional time to display the refund. If it has not appeared after we confirm it has been issued, contact [email protected] for assistance.
Exchanges
For a different product, size, color, or style, contact us first to confirm availability and exchange instructions.
We will explain any price difference or shipping charge before you agree to an exchange. Charges will not apply where we are legally responsible for providing a replacement at no cost.
If an exchange is unavailable, you may make an eligible return and place a new order. This does not affect any right to a replacement or another remedy for faulty or incorrect goods.
Order Cancellations
To request a cancellation, email [email protected] as soon as possible.
If your order has not shipped and we can stop fulfillment, we will cancel it and issue a full refund to your original payment method.
If the order has already shipped, we will help you follow the applicable return process. This does not affect any statutory cancellation or withdrawal rights.
Statutory Consumer Rights
This policy applies to purchases made at retailxipi.com worldwide. Our voluntary 30-day return policy is offered in addition to mandatory consumer rights.
Nothing in this policy excludes or restricts applicable cancellation or withdrawal rights, legal guarantees, or remedies for faulty, damaged, incorrect, or misdescribed goods.
Where an applicable statutory cooling-off period allows you to withdraw from an online purchase without giving a reason, you may exercise that right by sending us a clear notice within the applicable period. Any statutory deadline for returning the goods takes precedence over our voluntary return instructions.
Return conditions, shipping charges, refund deductions, and processing timelines apply only to the extent permitted by applicable law. Where different requirements apply, including reimbursement of standard delivery charges or refunds based on evidence that goods have been returned, those requirements take precedence.
Products purchased at a discount follow the same eligibility conditions as other products and are not excluded solely because their price was reduced.
Contact Us
For assistance with returns, exchanges, cancellations, or refunds, contact:
Store: RetailXipi
Email: [email protected]
Website: https://retailxipi.com
Company: CHIYANG HESHUN TRADE LIMITED
Company and Return Address: ROOM D5, 5/F, KING YIP FACTORY BUILDING, NO. 59 KING YIP STREET, KWUN TONG, HONG KONG