Last Updated: November 6, 2025
Quick Return Summary: You have 30 days from delivery to return unused products in original packaging for a full refund. We cover return shipping for faulty products. Contact us first to initiate any return.
1. Our Return Guarantee
At Ximoagholor, we're committed to your satisfaction with our eco-friendly car cleaning products. If you're not completely satisfied with your purchase, we make it easy to return products within our return period.
30-Day Return Window
Return products within 30 days of delivery for a full refund or exchange.
Quality Guarantee
All our products are backed by our quality guarantee and Australian Consumer Law.
Free Return Shipping
We cover return shipping costs for faulty, damaged, or incorrect products.
2. Eligibility for Returns
2.1 Products Eligible for Return
You may return products that meet the following criteria:
- Returned within 30 days of the delivery date
- Products are unused, unopened, and in original condition
- All original packaging, labels, and documentation included
- Products have not been diluted, mixed, or tampered with
- Product seals and safety features are intact
- Products are not past their expiry date
2.2 Products Not Eligible for Return
For health, safety, and quality reasons, we cannot accept returns of:
- Opened or partially used products (unless faulty)
- Custom-mixed or specially formulated products
- Products purchased on clearance or final sale
- Products damaged due to misuse or improper storage
- Products without proof of purchase
- Products purchased from unauthorized resellers
Australian Consumer Law
Nothing in this policy limits your rights under Australian Consumer Law. You are entitled to a refund or replacement for major failures and compensation for other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if they fail to be of acceptable quality.
3. Return Process
Follow these simple steps to return your product:
Step 1: Contact Us
Call us at +61 8 6314 2198 or email info@ximoagholor.world to initiate your return. Have your order number ready. Our team will provide a Return Authorization (RA) number and instructions.
Step 2: Package Your Return
Securely package the product in its original packaging with all documentation. Include your RA number on a note inside the package. Ensure products are properly sealed to prevent leakage during transit.
Step 3: Ship Your Return
Use the prepaid shipping label we provide (for faulty products) or arrange your own shipping. We recommend using a tracked shipping service. Send to: Ximoagholor, 27 St Georges Tce, Perth WA 6000.
Step 4: Receive Your Refund
Once we receive and inspect your return (usually 2-3 business days), we'll process your refund within 5-7 business days to your original payment method. You'll receive an email confirmation.
4. Refunds and Processing
4.1 Refund Method
Refunds will be issued to your original payment method:
- Credit/Debit Cards: 5-7 business days after approval
- Bank Transfer: 3-5 business days after approval
- PayPal: 2-3 business days after approval
- Other Methods: Processing time varies by provider
4.2 Refund Amount
Your refund will include:
- Full product purchase price
- Original shipping costs (if product is faulty or incorrect)
- GST where applicable
4.3 Partial Refunds
Partial refunds may be issued for:
- Products returned without original packaging (up to 25% restocking fee)
- Products showing signs of use or damage (assessed case-by-case)
- Products returned after 30 days but within 60 days (50% refund)
Processing Time
Please allow 2-3 business days for us to receive and inspect your return, then an additional 5-7 business days for refund processing. You'll receive email updates throughout the process.
5. Exchanges
We're happy to exchange products for different sizes, quantities, or formulations. To request an exchange:
- Contact us within 30 days of delivery
- Follow the return process outlined above
- Specify the product you'd like to receive instead
- We'll ship the replacement once we receive your return
- No additional shipping charges for exchanges on faulty products
5.1 Exchange Shipping
- Faulty Products: We cover all shipping costs
- Change of Mind: You pay return shipping; we cover outbound shipping
- Size/Quantity Changes: Standard shipping rates apply
6. Damaged or Faulty Products
6.1 Reporting Damage
If you receive a damaged or faulty product:
- Contact us within 48 hours of delivery
- Provide photos of the damage/fault and packaging
- Do not discard the product or packaging
- We'll arrange immediate replacement or refund
6.2 Our Response
For damaged or faulty products, we will:
- Provide a prepaid return shipping label
- Ship a replacement product immediately (before receiving return)
- Offer a full refund if replacement is not suitable
- Cover all associated costs including shipping
6.3 Quality Issues
If a product doesn't perform as described or expected:
- Contact our technical support team for troubleshooting
- We may request additional information or product samples
- Full refund or replacement if product is genuinely faulty
- No return required if issue can't be resolved
7. Return Shipping
7.1 Who Pays for Return Shipping?
Faulty/Damaged Products
We cover all return shipping costs with a prepaid label.
Wrong Item Sent
We cover return shipping and send correct item at no charge.
Change of Mind
Customer pays return shipping costs using preferred carrier.
7.2 Shipping Recommendations
- Use tracked shipping services (Australia Post, DHL, etc.)
- Purchase shipping insurance for high-value returns
- Package products securely to prevent damage in transit
- Keep tracking numbers and receipts for your records
- Allow 5-10 business days for delivery to our warehouse
8. Bulk and Commercial Orders
Special terms apply to bulk and commercial orders:
8.1 Bulk Order Returns
- Orders over $5,000 require approval before return
- Unopened pallets or full cases only
- 20% restocking fee may apply
- Return window extended to 60 days for bulk orders
- Contact your account manager for assistance
8.2 Custom Formulations
Custom or specially formulated products:
- Cannot be returned unless faulty
- Sample testing recommended before bulk orders
- Full refund if formulation doesn't meet agreed specifications
- No restocking fees for genuinely faulty custom products
9. Cancellations
9.1 Order Cancellation
You may cancel your order before it ships:
- Contact us immediately at +61 8 6314 2198
- Provide your order number
- Full refund if cancelled before shipping
- No cancellation fees
9.2 After Shipping
Once an order has shipped:
- Cannot be cancelled in transit
- Refuse delivery at your door for automatic return
- Or follow normal return process after delivery
- Original shipping costs may not be refundable
10. International Returns
For orders shipped internationally:
- Same 30-day return window applies
- Customer responsible for international return shipping
- Returns must clear customs (customer's responsibility)
- Original shipping and import duties not refundable
- Refund in original currency
- Contact us before shipping international returns
11. Non-Receipt of Products
If you don't receive your order:
- Check tracking information first
- Contact the carrier if marked as delivered
- Notify us within 7 days of expected delivery
- We'll investigate with the carrier
- Replacement or refund issued after investigation
- Police report may be required for high-value orders
12. Refund Delays
If you haven't received your refund after the expected timeframe:
- Check your bank account again (processing can take time)
- Contact your credit card company (refunds can take 5-10 business days to post)
- Contact your bank (processing delays can occur)
- If still not received, contact us with proof of return delivery
- We'll provide refund confirmation and tracking details
13. Contact for Returns
To initiate a return or if you have questions:
Ximoagholor Returns Department
27 St Georges Tce
Perth WA 6000, Australia
Phone: +61 8 6314 2198
Email: info@ximoagholor.world
Business Hours: Monday - Friday, 8:00 AM - 5:00 PM AWST
14. Policy Updates
We may update this Return Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Significant changes will be communicated via email to registered customers. Returns initiated before policy changes will be governed by the policy in effect at the time of purchase.