Return & Refund Policy

We want you to be happy with your XSPECIALIZT order. This policy explains how returns, exchanges, and refunds work. It applies to all orders placed through our website and is part of our Terms & Conditions.

1. Return Window

You may request a return or exchange within 7 calendar days of the delivery date shown by the courier's tracking. Requests made after this window cannot be accepted.

2. Eligibility Conditions

To be eligible for a return, an item must be:

• Unworn, unwashed, and unused, with all original tags and packaging intact;
• Free of stains, odors, alterations, or damage not caused by us or the courier;
• Accompanied by the original order number or proof of purchase.

3. Non-Returnable Items

For hygiene and business reasons, the following are final sale and cannot be returned unless defective or incorrect:

• Underwear, swimwear, and other intimate apparel;
• Items marked "Final Sale" or purchased at a clearance discount;
• Gift cards and made-to-order or personalized items.

4. How to Request a Return

Contact our customer service team through the channels listed on our Contact page, or from your Order History, within the return window. Please include your order number, the item(s) you wish to return, and the reason for the return. We will confirm eligibility and provide return instructions, including the return address.

5. Return Shipping

If the return is due to our error (wrong item shipped, manufacturing defect, or damage in transit), we cover the return shipping cost. For returns due to change of mind or incorrect size selection, the customer is responsible for return shipping costs unless otherwise stated at the time of purchase. We recommend using a trackable courier service, as we are not responsible for items lost in transit back to us.

6. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. Approved refunds are issued to your original payment method via Midtrans within 7–14 business days of approval. Depending on your bank or payment provider, it may take a few additional business days for the refund to appear in your account. Original shipping fees are non-refundable, except where the return is due to our error.

7. Exchanges

If you need a different size or color, request an exchange through the same process as a return. Exchanges are subject to stock availability; if the requested item is unavailable, we will offer a refund instead.

8. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, contact us within 3 days of delivery with photos of the item and packaging. We will arrange a free replacement, exchange, or full refund, including any shipping costs incurred.

9. Order Cancellations

Orders can be cancelled free of charge before they are shipped. Once an order has been dispatched, it can no longer be cancelled and must instead follow the return process above.

10. Contact

For any questions about returns or refunds, reach out via our Contact page.