Order cancellation policy
I. Introduction
XboxKing is committed to ensuring that our customers have flexibility in their purchasing decisions. This Order Cancellation Policy outlines the conditions under which customers may cancel orders with XboxKing. For products that qualify for this policy, we will indicate it clearly on their respective product detail pages. Please note that this policy does not apply to digital items, which are non-cancellable once purchased.
II. 24-Hour Cool Off Period
At XboxKing, we offer a 24-hour cool off period that allows you to cancel purchases of certain physical items made via our website.
A. Eligibility
- Eligible Physical Products: Products eligible for cancellation within 24 hours of the original order time will feature a labeled "24-Hour Cool Off Period" on their product detail pages. This indicator helps customers easily identify which items can be cancelled without complication.
- Exceptions: Products without the "24-Hour Cool Off Period" indicator, such as custom-made or personalized items, and products explicitly marked as "no cool off period" are not eligible for cancellation once the order is placed.
B. Cancellation Process
- Submission of Request: To cancel an order for a physical product, please send a cancellation request via email to support@xboxking.com within 24 hours of the order time. Please include your order number and the date of the purchase in the cancellation email. The timestamp of the email, as recorded when sent, will be used to determine if the request was made within the 24-hour cool off period.
- Verification Process: Upon receiving your cancellation request, we will verify the identity of the requester by requesting additional details such as payment method, address, and other relevant order information. This step ensures that the request matches our records and helps prevent fraudulent activities. While we aim to confirm the details provided and proceed according to our policies, we do not guarantee that the true customer initiated the request due to potential risks associated with compromised accounts. Customers are expected to cooperate with these verification steps and agree to hold us harmless if the identity verified later proves to be inauthentic.
- Refund: If the cancellation request is valid (i.e., the email timestamp confirms it was sent within the 24-hour period) and the customer's identity has been verified, we will refund all payments received for the canceled order. Refunds will be processed without undue delay, and not later than 14 days from the acknowledgment of the cancellation request.
- Customers are responsible for maintaining the confidentiality of their login credentials, payment methods, and personal data. We recommend using strong, unique passwords and enabling any available additional authentication features.
- We are not liable for requests fulfilled based on verified but compromised identities if a customer's account details have been disclosed without authorization. The ultimate responsibility lies with customers to secure their information and accounts.
III. Policy Amendments
A. Changes to Policy
We reserves the right to modify or discontinue this policy at any time.
B. Notification of Changes
Changes to the policy will be communicated via our website and/or through direct email communication to customers.
C. Application
The most current version of this policy applies to all purchases made after the policy has been updated. If the policy is discontinued, the version in effect at the time of your purchase will govern your transaction.
IV. Legal Rights
This cancellation policy does not supersede your statutory rights as a consumer.
V. Contact Information
For further assistance or inquiries, contact our customer support team via email at support@xboxking.com.
