Refund, Warranty & Shipping Policy

1. 30-Day Return & Money-Back Terms

We want you to be completely confident in transitioning away from recurring subscription services. You may request a return within 30 calendar days of receiving your hardware unit:

• Condition: The appliance and original accessories (power adapter, ethernet cables) must be in good physical condition without unauthorized casing modifications.
• Data Sanitization: Before returning, please use the built-in factory reset utility to securely wipe your configuration and local data.
• Refund Method: Refunds are issued back to the original payment method (Credit card via Stripe, or bank wire for corporate accounts) within 5 business days after our return warehouse inspects the received unit.

2. 2-Year Limited Hardware Warranty (RMA Process)

XMAILBOX hardware engineered by SHENZHEN XTELL FUTURE TECHNOLOGY CO., LTD. is designed for 24/7 continuous operation. If any hardware component experiences a manufacturing fault within 2 years:

1. Step 1 (Diagnostics): Contact support at support@xmailbox.cn. Our hardware engineers will assist in remote diagnostic checks.
2. Step 2 (RMA Authorization): If a hardware defect is confirmed, we issue an official Return Merchandise Authorization (RMA) ticket.
3. Step 3 (Replacement): We ship a replacement main unit via express courier to minimize business interruption.

3. International Shipping & Fulfillment

• Carriers: We dispatch international shipments primarily via DHL Express, FedEx International, and UPS with end-to-end tracking.
• Dispatch Time: In-stock hardware orders are dispatched within 2 business days of payment clearance.
• Transit Times: Typically 3–5 business days to North America (US, CA), 4–6 business days to Western Europe (UK, DE, FR, NL), and 4–7 business days to Australia and worldwide.
• Customs & Import Duties: Prices include global express freight. Applicable local VAT or customs duties (if levied by the destination country's customs) are the responsibility of the importer of record.

4. RMA & Support Contact