Refund policy

We hope you enjoy the products you purchase from XiuLab Inc.

This Refund & Return Policy explains how XiuLab Inc (“we,” “us,” or “our”) handles returns, refunds, replacements, missing components, and related requests for orders placed through our Website.

Scope

This Policy applies to products purchased directly through our official Website and delivered within the United States.

Products purchased through third-party marketplaces or retailers are subject to the return policy of the original seller.

We offer a selection of children’s educational toys and play products designed to encourage learning, creativity, problem-solving, imaginative play, and hands-on exploration.

Our product range may include educational toys, puzzles, building sets, pretend-play toys, learning games, creative activity products, toy vehicles, outdoor play items, and other children’s learning and play products.

Return Window

Unless otherwise stated on the product page or at checkout, you may request a return within 30 calendar days from the date the carrier marks the order as delivered.

Return requests submitted after the 30-day period may be declined.

Submitting a request within the return period does not automatically guarantee approval. The product must also meet the return requirements stated in this Policy.

Return Eligibility

To qualify for a return and refund:

The product must be unused beyond reasonable inspection;
The product must be clean and in its original condition;
All included pieces, components, accessories, manuals, tools, and inserts must be returned;
Original packaging, labels, tags, and protective materials should be included where reasonably available;
The product must not have been altered or damaged after delivery;
Valid proof of purchase must be provided; and
The return must be approved before it is shipped.

Products that do not meet these requirements may be rejected or may qualify only for a partial refund.

Educational Toys and Multi-Piece Sets

Educational sets, puzzles, building sets, learning games, vehicle sets, pretend-play sets, activity kits, and other multi-piece products must be returned with all original components and accessories.

We may reduce or refuse a refund if:

Pieces or components are missing;
Accessories are missing;
Stickers or decals have been permanently applied;
Parts have been marked, painted, cut, or modified;
Packaging is materially incomplete; or
The product is no longer complete or in a reasonably resalable condition.

Please carefully inspect the original packaging, inserts, trays, and product compartments before reporting a missing component.

Wooden Toys and Products

Where applicable, wooden educational toys and wooden play products should be returned without significant:

Scratches;
Dents;
Stains;
Water marks;
Writing;
Paint marks;
Broken components; or
Customer-caused damage.

Natural differences in wood grain, tone, texture, or finish are not generally considered defects when they do not affect normal product use.

Fabric and Soft Products

Where applicable, fabric toys, dolls, soft play products, and products containing textile components should be returned:

Unwashed;
Unstained;
Free from strong odors;
Free from smoke or excessive pet hair;
Without damaged seams; and
In clean and reasonably resalable condition.

Products that have been heavily used, washed, altered, or contaminated may not qualify for a full refund.

Contact Us Before Returning a Product

We may work with different warehouses, fulfillment partners, and logistics providers. Return addresses may therefore vary depending on the product and order.

Do not send products to our company office address or to the address printed on the original package unless our support team specifically instructs you to do so.

Before returning a product, please contact us within the applicable return period:

Email: info@xiulabtoys.com
Phone: +1 (303) 510-9282

Please include:

Your full name;
Order number;
Product you wish to return;
Reason for the return;
Whether the product has been opened, used, or assembled; and
Photographs when requested.

If your request is approved, we will provide the appropriate return address and return instructions.

Returns sent without approval, sent to an incorrect address, or sent without the required information may be delayed or rejected.

Return Shipping Costs

If the return is caused by our confirmed error, such as:

An incorrect product being shipped;
A confirmed product defect;
A product arriving damaged; or
Included components being missing,

we may provide a prepaid return label, replacement components, a replacement product, reimbursement of reasonable return shipping expenses, or another appropriate resolution.

If the return is for personal reasons, such as:

A change of mind;
Ordering the wrong product;
Selecting the wrong size, style, color, or design;
The product no longer being required; or
The recipient not liking the product,

the customer is responsible for return shipping costs.

Original shipping and expedited delivery charges are generally non-refundable for change-of-mind returns.

We recommend using a trackable return service.

We are not responsible for customer-arranged return packages that are lost or damaged before reaching the approved return location.

Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, incorrect, or incomplete, please contact us promptly, preferably within 7 calendar days of delivery.

Please provide:

Your order number;
Clear photographs of the product;
Photographs of the outer shipping package;
Photographs of the inner packaging;
Photographs showing the affected area;
A photograph of the shipping label; and
A brief description of the issue.

Depending on the circumstances, we may offer:

Replacement components;
A replacement product;
A partial refund;
A full refund; or
Another appropriate resolution.

Please retain the product and packaging until the request has been reviewed.

Missing Components

Because many educational toys, puzzles, building sets, pretend-play products, and activity sets contain multiple pieces, please check all packaging carefully before reporting a missing component.

Please first:

Check all packaging materials and compartments;
Review any included parts or contents list;
Confirm whether the order was shipped in multiple packages; and
Review all available tracking numbers.

If a component is still missing, contact us with your order number and photographs of the products received.

Where appropriate, we may send the missing component instead of requiring the entire product to be returned.

Assembled or Used Products

Some educational toys and play products may require assembly or may contain removable components.

Opening or assembling a product does not automatically make it non-returnable. However, returned products must remain in acceptable condition and should not show excessive use, damage, modification, or missing parts.

Products damaged during customer assembly or use may not qualify for a full refund unless the damage resulted from a confirmed product defect.

Customized and Final Sale Products

Customized, personalized, made-to-order, engraved, or special-request products are generally not eligible for cancellation, return, or refund unless they arrive damaged, defective, incorrect, or materially different from the confirmed order.

Products clearly marked as:

Final Sale;
Non-returnable;
Clearance;
Personalized; or
Made-to-order

may not be returned for a change of mind.

Any applicable restrictions will be displayed on the relevant product page or during checkout.

Return Inspection

After an approved return is received, we will inspect the product to confirm:

Its condition;
Whether all pieces and accessories are present;
Whether the correct product was returned;
Whether it matches the approved return request; and
Whether it satisfies the requirements of this Policy.

We will notify you after the inspection has been completed.

We may reject a return or reduce the refund if the product does not meet the applicable requirements.

Refund Process

Approved refunds will be issued to the original payment method used for the order.

Refunds generally include the eligible product price and applicable taxes.

Original shipping charges are not normally refunded for change-of-mind returns.

After the refund has been processed, please allow approximately 7–14 business days for it to appear in your account.

The exact timing depends on your bank, card issuer, or payment provider.

We cannot normally issue a refund to a different payment method or person.

Partial Refunds

A partial refund may be offered when:

The customer chooses to keep a product with a confirmed minor issue;
Parts, packaging, manuals, or accessories are missing;
The product shows handling beyond reasonable inspection;
Cleaning or repackaging is required; or
The product’s resale value has been reduced.

Any applicable deduction will be explained when the return inspection is completed.

Exchanges

We do not generally offer direct exchanges.

If you would like a different product, size, style, color, or design, please return the original eligible product in accordance with this Policy and place a new order through the Website.

Replacements provided for damaged, defective, incorrect, or incomplete orders are not treated as standard exchanges.

Order Cancellations

Please contact us as soon as possible if you need to cancel an order.

We will make reasonable efforts to cancel the order before processing or shipment begins, but cancellation cannot be guaranteed.

Orders that have already shipped must be handled through the applicable return process.

Customized or made-to-order products may not be canceled after preparation has started.

Gift Orders

Refunds for gift orders are generally issued to the original payment method used by the purchaser.

We are normally unable to issue a refund directly to a gift recipient.

Where appropriate, another solution may be offered subject to applicable law.

Return Abuse and Fraud

We may reject a return or restrict future purchases where we reasonably identify:

Altered or fraudulent proof of purchase;
Substitution of a different product;
Deliberate product damage;
False missing-item claims;
Repeated excessive or abusive returns; or
Other misuse of this Policy.

These measures do not limit rights that cannot legally be restricted.

Consumer Rights

This Policy operates in addition to applicable consumer protection laws.

Nothing in this Policy excludes or limits legal rights or remedies that cannot lawfully be waived.

Changes to This Policy

We may update this Refund & Return Policy from time to time to reflect changes in our products, business operations, fulfillment arrangements, or legal requirements.

The latest version will be published on our Website with an updated “Last Updated” date.