Customer policies

Shipping and delivery

Orders are normally dispatched within 1–7 business days after successful payment. Delivery time begins after dispatch and depends on destination and carrier. The Stripe checkout displays the payable amount before payment. Tracking is provided where supported by the selected service.

Customers must provide an accurate delivery address at checkout. Please contact us promptly if an address needs correction. We cannot guarantee changes after dispatch.

Returns, refunds and exchanges

For change-of-mind requests, unused, unopened and resalable goods may be returned within 14 days of delivery after contacting us for approval and return instructions. Unless the item is faulty or incorrect, the customer is responsible for return postage and original shipping charges are not refundable.

If an item is faulty, damaged, unsafe, materially different from its description, incorrect or missing, contact us with your order details and supporting photos where appropriate. Depending on the issue, we will arrange a repair, replacement, refund or other remedy required by Australian Consumer Law. Approved refunds are returned to the original payment method; the time taken to appear depends on Stripe and the customer’s bank.

Order cancellation

To request cancellation, contact us as soon as possible. We can cancel and refund an order before it has been dispatched. Once dispatched, the returns policy applies. XIANG TIE does not offer memberships, subscriptions or automatic recurring payments through this website.

Privacy

We collect information reasonably needed to answer enquiries, process orders, take payment, deliver goods, prevent fraud and meet legal obligations. This may include your name, contact details, delivery address and order history. Stripe processes payment information under its own privacy terms; XIANG TIE does not store complete card details.

We do not sell personal information. We may share necessary information with Stripe, delivery providers, professional advisers and authorities where required by law. You may contact us to ask about personal information we hold about you.

Terms of sale and website use

Product availability, specifications and prices may change. The applicable product, quantity and final payable total are shown in the dedicated Stripe checkout before payment. An order is accepted when XIANG TIE receives the applicable one-time payment. We may cancel and refund an order if stock is unavailable, pricing is materially incorrect, delivery is not possible or fraud is suspected.

Customers must use this website lawfully and provide accurate order and delivery information. Product images may be representative where expressly stated; customers should review the product description and Stripe checkout details before paying. This website does not offer subscriptions, memberships or automatic recurring charges. Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

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