At Xilong Door, we are committed to providing high-quality doors and reliable service. Please review our refund and returns policy below.
Overview
Due to the nature of our products, return and refund conditions may vary depending on whether the product is standard or custom-made.
If you receive a defective, damaged, or incorrect product, please contact us as soon as possible after delivery.
Return Eligibility
To be eligible for a return, the product must:
- Be unused and in its original condition.
- Not have been installed, modified, or damaged after delivery.
- Be returned with its original packaging where possible.
- Be accompanied by proof of purchase or order information.
Products that have been installed, modified, cut, painted, or otherwise altered may not be eligible for return.
Damaged or Incorrect Products
Please inspect your order upon delivery. If your product arrives damaged, defective, or different from what you ordered, contact us promptly and provide your order number and clear photos or videos of the product and packaging.
We will review the issue and, where appropriate, arrange a replacement, repair, or refund.
Custom-Made Products
Custom-made, personalized, or specially manufactured doors are generally non-refundable and non-returnable because they are produced according to the customer’s specifications.
However, if a custom-made product has a manufacturing defect or does not match the confirmed specifications, please contact us so we can review the issue and provide an appropriate solution.
Refunds
Once we receive and inspect a returned product, we will notify you whether your refund has been approved or rejected.
If approved, the refund will be issued to your original payment method. The processing time may vary depending on your payment provider or bank.
Shipping Costs
If the return is caused by a defective, damaged, or incorrect product, Xilong Door may cover reasonable return shipping costs.
For returns requested for other reasons, the customer may be responsible for return shipping costs. Original shipping charges may be non-refundable.
Order Cancellation
If you need to cancel an order, please contact us as soon as possible.
Orders that have already entered production, been customized, or shipped may not be eligible for cancellation or a full refund.
Exchanges
We may replace products that arrive damaged, defective, or incorrect. Please contact us with your order information and supporting photos or videos so that we can review your request.
Delivery Inspection
Customers are encouraged to inspect products upon delivery before installation.
If there is visible damage to the packaging or product, please document the damage with photos or videos and contact us before installation.
Contact Us
If you have any questions about refunds or returns, please contact us through the contact information provided on our website.
Please include your order number and relevant details so that we can assist you more efficiently.
Last Updated: September 7, 2026