Refund policy
Last updated: June 20, 2026
At Xynqel, we want customers to clearly understand how returns, exchanges, and refunds are handled. This Return & Refund Policy applies to eligible lighting products purchased directly from our store and is subject to applicable laws of the United States.
Return and Exchange Window
Customers may request a return or exchange within 65 days of the delivery date. Requests submitted after the 65-day return and exchange period will not be accepted.
Return Eligibility
To qualify for a return or exchange, the product must be in new and original condition. It must be unused and uninstalled, except for reasonable inspection, and returned with its original packaging, components, accessories, manuals, and other included materials.
Products showing signs of installation, use, alteration, misuse, avoidable damage, or handling beyond reasonable inspection may not qualify for a return or exchange.
Xynqel reserves the right to inspect the returned product and confirm that it meets the eligibility requirements before issuing a refund or completing an exchange.
How to Request a Return or Exchange
To request a return or exchange, contact us at info@xynqel.com within 65 days of delivery.
Please provide your full name, order number, the email address used for the order, the product you wish to return or exchange, and the reason for your request. Photographs should also be provided when the product is damaged, defective, incorrect, or affected by another order issue.
Customers may also contact us through the Contact Us page on our website.
Return Approval and Shipping Label Process
All returns and exchanges must be reviewed and approved before an item is sent back.
After a customer submits a return or exchange request, Xynqel will review the request and confirm whether the product is eligible. Once the request is approved, Xynqel will provide a prepaid downloadable return shipping label together with return instructions.
The customer must download and print the return label, securely package the product, attach the label to the package, and ship it according to the instructions provided.
After the returned product is received, Xynqel will inspect it. An eligible refund or exchange will be processed after the inspection has been completed.
Customers should not send products back before receiving return approval, a prepaid return label, and return instructions. Sending an item without prior authorization may delay or prevent the return from being properly identified and processed.
Return Method and Return Shipping Costs
All approved returns and exchanges are completed by mail only.
For approved requests, Xynqel provides a prepaid downloadable and printable return shipping label. There is no charge to the customer for the approved return label, and Xynqel covers the cost of approved return shipping.
Customers must follow the return instructions provided by our support team. Products should not be sent to Xynqel’s business address unless the return instructions specifically direct the customer to do so.
Restocking Fees
Xynqel does not charge restocking fees for eligible approved returns.
A refund may still be denied when a returned product does not meet the eligibility requirements described in this policy.
Exchanges
Eligible products may be exchanged when the request is submitted within 65 days of delivery.
Exchanges are subject to return approval, product eligibility, inspection of the original product, and availability of the requested replacement product.
If the requested replacement product is unavailable, our support team will provide the customer with the available resolution options.
Damaged, Defective, or Incorrect Products
Customers who receive a damaged, defective, or incorrect product should contact info@xynqel.com as soon as possible and within the 65-day return period.
The customer should provide the order number, a clear description of the issue, photographs of the product, photographs of the packaging when relevant, and photographs of the shipping label when relevant.
Our support team will review the submitted information and provide the appropriate return or exchange instructions. Customers should not discard the product or its packaging before receiving instructions.
When a damaged, defective, or incorrect-item claim is approved and a return is required, Xynqel will provide a prepaid downloadable return shipping label at no cost to the customer.
Refund Processing
After the returned product is received, Xynqel will inspect it to confirm that it meets the return eligibility requirements.
Approved refunds will be issued to the original payment method and processed in USD.
Refunds will be processed within 20 business days after the returned product is received and inspected.
A confirmation email will be sent after the refund has been processed. Additional time may be required for the customer’s bank, card issuer, or payment provider to post the refunded amount to the account.
Currency Conversion and Financial Institution Fees
All transactions and refunds from Xynqel are processed in USD.
When a bank, card issuer, or payment provider converts a transaction into another currency, it may apply its own exchange rate or additional fees. Currency conversion rates and third-party financial charges are determined by the customer’s financial institution and are outside Xynqel’s control.
Contact Information
For questions about a return, exchange, or refund, please contact us using the details below.
Store Name: Xynqel
Address:
1173 W 1000 N
Clinton, UT 84015
United States
Email:
info@xynqel.com
Operating Hours:
Monday – Friday, 9:00 AM – 6:00 PM (GMT-7)
Expected Response Time:
We aim to respond to customer inquiries within 24 hours. Messages received outside our operating hours will be reviewed during the next available operating period.