Refund policy

30 Day Return & Refund Policy

We have a 30-day return policy, which means you have 30 calendar days after the delivery date of the item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused, with labels, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@xgenauto.com or CLICK HERE to fill out our return request form. If your return meets all return criteria and is accepted, we’ll send you a pre-paid return shipping label, as well as instructions on how and where to send your package.

Items sent back to us without first requesting a return authorization will not be accepted and no refund will be given. 

Items that are refused for delivery (return to sender) by the recipient will automatically be processed for return with restocking and return shipping fees applied. 

All returned items will incur a 15% Restocking Fee. 

Original shipping costs, shipping insurance, and additional fees are non-refundable in the case of returns. 

Buyer pays return shipping postage cost, no exceptions.

Return postage cost will be emailed to the customer along with return shipping label and full return fee breakdown. 

Once a return label has been issued it is valid for 14 calendar days. Once the return label expires it cannot be re-issued. Please plan to return you items in a timely manner within the return window. 

Example Return Cost Calculation

Original Order Total = $50 

-15% Restocking Fee = $7.50 ($50 x .15)

- Return Shipping Postage = $5 (Depends On Actual Postage Cost)

Example Refund Amount = $37.50

For questions regarding returns please email us at hello@xgenauto.com.

Why Do We Charge Restocking Fees? 
As a small business we strive to provide excellent service to all of our customers but also face the need to align our processes to reduce waste and ensure consistent product quality. 

The 15% restocking fee serves to cover certain unavoidable expenditures such as the ones listed below. 

1. Product Inspection: All returns are inspected by our warehouse and go through a rigorous testing process prior to being restocked on shelves. This is to ensure all returned products that can be re-sold meet our strict standards for new condition quality.

2. Product Repackaging: Exterior packaging is often replaced with brand new packaging after a return to ensure that the product can be safely re-shipped for future orders. 

3. Original Shipping Costs: Because we offer free shipping to our customers, original shipping costs incurred are partial recovered with the restocking fee. 

Products returned to XGENAUTO do not end up in landfills unlike the return practices of many large corporate retailers. We take great care in ensuring returned items can be properly re-conditioned and ensured to be in brand new condition prior to being restocked on our shelves for future sale.  

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Damages caused by shipping fall under our Guaranteed Package Protection policy and have a 14 day reporting deadline after delivery. 

Any damages or defects not attributed to shipping MUST be reported to us within 30 days after delivery.  Issues reported to us after 30 days of delivery cannot be covered. 

Damages caused during installation, improper handling, and road use are not covered under any circumstances. This includes rock ships, road scrapes, vehicle impacts, etc...

In the case of incorrect items sent, XGENAUTO will exchange for the correct item free of charge. The incorrect item must be returned to us first (unless otherwise instructed) before the correct item can be authorized to be sent out to you.  

Exceptions / non-returnable items
Certain types of items cannot be returned or cancelled such as custom products (including special orders, pre-orders, personalized , and custom built to order items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Cancellations

Orders may be cancelled successfully usually within one (1) hour of placing the order if the item(s) have not already shipped. Cancellations must be requested via email and can only be processed during business hours (Monday To Friday 9am - 5pm). The cancellation request must come from the email listed on the order to be valid. 

The original card transaction fee of 2.7% + $0.30 USD will be deducted from your refund amount as this is not refundable. 

Example Cancellation Fee Calculation

Original Order Total = $50 

-2.7% +30c Cancellation Transaction Fee = $1.65 ($50 x .027 + .30)

Example Refund Amount After Cancellation = $48.35

As a merchant, when we cancel and order and issue a refund to a customer, the payment processor does not return the transaction fee back to the merchant. The transaction fee is considered compensation to the payment processor for processing and facilitating the transaction even if the order is cancelled and refunded to the customer.

If the order has been shipped or packed by our warehouse it cannot be cancelled. You must wait until the item is delivered and contact us to arrange a return subject to re-stocking and return shipping fees.

Custom orders cannot be cancelled at any time until after the item has been delivered. No exceptions. 

XGENAUTO reserves the right to cancel and refund any order at anytime. 

Pre-Orders

Sold out? No problem!

You can now Pre-Order any item directly on its product page.

Just look for the PRE-ORDER NOW button.

Most Pre-Orders are shipped out within 4-6 weeks*

*Estimated ship out time. Actual ship out time may vary. Pre order time is not guaranteed and pre-orders may take longer or shorter to ship. Please reach out to our team for more up to date estimates.*

Pre-Order Cancellation Policy:

You can cancel a pre-order order within 1 hour if placed by mistake (2.7% + 30c cancellation transaction fee applies)

If your cancellation request is received after 1 hour of purchase, a 20% Pre-Order cancellation fee will be charged on the value of that item as your Pre-Order is considered to be fully committed after 1 hour of purchase. 

If the order has been fulfilled, then you cannot cancel the order, but you can request a return once delivered. See our returns policy for more details on returns and refunds. 

Cancellations must be requested via email. We do not accept cancellation requests via dm or text message.

Questions?

Email us at hello@xgenauto.com

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do not facilitate any product exchanges.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Store Credit

Store credit is issued at the discretion of XGENAUTO and is subject to approval by our team. 

Restocking fee may be waived for store credit on the condition that your items are received in new, and unused condition. Please contact our team prior to returning your items if you wish to receive store credit. 

Store credit is issued as a one time use discount code and is valid for up to 1 year after issue. 

International Returns

International customers are required to arrange and cover their own return shipping postage. We do not have the ability to generate return shipping labels outside of the United States of America. Any customs duties or taxes charged to XGENAUTO for the importation of your returned item back to the USA will be deducted from the refund amount. Standard restocking fees and return policies apply to International customers.