Returns & Refunds

Effective Date: October 1, 2025
Updated: October 6, 2026

We want you to be completely satisfied with your purchase from xcombo.com.
This website and the XCombo brand are operated by Hangzhou Quankebao Network Technology Co., Ltd. (operating as XCombo).

If you are not entirely satisfied with your purchase, please review our return and refund policy below.

Return Eligibility

For standard returns, you may request a return within 30 days of delivery, provided that:

  • The item is unused, unworn, and in its original condition.
  • All original packaging, accessories, and protective films are included.
  • The item has not been damaged, altered, or misused.
  • Customized or prescription products meet the eligibility requirements described below.

Prescription Lenses

Prescription lenses are made specifically for you and are normally
non-returnable and non-refundable, except when:

  • The item arrives damaged or defective;
  • The product received is incorrect; or
  • The order qualifies for the Aura Try-It Guarantee described below.

The Aura Try-It Guarantee is a promotional exception to our standard return policy.

Aura Try-It Guarantee

The Aura Try-It Guarantee is designed to give first-time Aura customers extra confidence when trying the XCombo interchangeable eyewear system.

Who Is Eligible?

The Aura Try-It Guarantee applies to a customer’s first XCombo order that includes an Aura Base Frame during the eligible promotional period.

The current promotional period applies to eligible orders placed between October 1 and November 30, 2026.

The guarantee applies only to purchases made directly through xcombo.com.

The promotional terms in effect at the time of purchase will apply to the order.

What Is Covered?

If your order qualifies for the Aura Try-It Guarantee, the following products purchased in the same transaction are covered:

  • Aura Base Frame
  • Prescription or non-prescription lenses purchased with the Aura Base Frame
  • Aura Solid Color Toppers
  • Aura Polarized Sun Toppers
  • Aura Creative Toppers
  • Other Aura toppers purchased in the same qualifying transaction

This means your qualifying Aura frame, lenses, and toppers are covered together under the guarantee.

30-Day Try-It Period

If you are not satisfied with your qualifying Aura order, contact XCombo within 30 days of the confirmed delivery date to request a refund under the Aura Try-It Guarantee.

Reasonable try-on and normal evaluation of the products during this period are permitted.

Products with intentional damage, material alteration, misuse, abuse, or wear beyond what is reasonably necessary to evaluate the product are not eligible for coverage.

Return Shipping Under the Aura Try-It Guarantee

For an approved Aura Try-It Guarantee claim, XCombo will cover the return shipping cost.

Please contact our customer support team before returning any products so that we can provide the appropriate return instructions.

Returns sent without prior authorization may not be accepted.

In certain cases, XCombo may, at its discretion, issue a refund without requiring the products to be physically returned.

Refund Coverage Under the Aura Try-It Guarantee

For an approved claim, covered products from the qualifying order will be refunded to the original payment method.

This includes, where applicable:

  • Aura Base Frame
  • Prescription or non-prescription lenses
  • Aura toppers purchased in the same qualifying transaction

Original shipping charges, if any, are generally non-refundable unless otherwise required by applicable law or specifically approved by XCombo.

Aura Try-It Guarantee Limits

The Aura Try-It Guarantee is limited to one qualifying claim per customer and household.

The guarantee is intended for genuine first-time Aura customers who wish to try the XCombo Aura interchangeable eyewear system.

XCombo reserves the right to deny a guarantee claim in cases involving:

  • Suspected fraud
  • Repeated or duplicate claims
  • Intentional product damage
  • Material alteration of the products
  • Misuse or abuse of the promotion
  • Excessive purchasing patterns inconsistent with reasonable first-time use

Where an order qualifies for the Aura Try-It Guarantee, these terms take precedence over conflicting standard return restrictions elsewhere in this policy, including restrictions relating to prescription lenses, reasonable try-on, and return shipping costs.

How to Request a Return

To initiate a standard return or an Aura Try-It Guarantee claim, please follow these steps.

1. Contact Customer Support

Before sending any items back, please contact our customer support team for return authorization:

Email: info@xcombo.com
WhatsApp: +16267385640

Please provide:

  • Your order number
  • The reason for the return
  • Clear photos if the item is damaged, defective, or incorrect

If you are making a request under the Aura Try-It Guarantee, please mention this when contacting us.

2. Submit a Return Request in Your Account

After confirming the return with our customer support team,
log in to your XCombo account and go to your order history to submit a return request, where applicable.

3. Prepare and Ship the Products

Pack the products securely and include the original packaging and accessories whenever reasonably possible.

Return Shipping

For standard returns:

  • Customers are responsible for return shipping costs unless the return is due to a defective, damaged, or incorrect item.
  • We recommend using a trackable shipping service.
  • XCombo is not responsible for return shipments lost in transit when the customer arranges the shipment independently.

For approved Aura Try-It Guarantee claims:

  • XCombo will cover the applicable return shipping cost.
  • Customers must contact XCombo before returning the products.
  • Return instructions will be provided after the claim is reviewed.

Refunds

Once a return is received and inspected, we will normally notify you of the approval status within approximately
3 business days.

Approved refunds will be processed to the original payment method within approximately
2–7 business days after approval.

For Standard Returns

  • Original shipping fees are generally non-refundable, except in cases involving defective or incorrect items or where otherwise required by applicable law.
  • Prescription lenses are normally non-refundable except as specifically stated in this policy.
  • Returned products must meet the applicable standard return conditions.

For Aura Try-It Guarantee Claims

  • The qualifying order may be refunded in accordance with the Aura Try-It Guarantee.
  • This includes the Aura Base Frame, lenses, toppers, and other eligible products included in the qualifying order.
  • XCombo will cover the applicable return shipping cost.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within
7 days of delivery.

Important Notes

  • Delivery and return-processing times are estimates and may vary due to carrier operations, customs clearance, payment provider processing, or other external factors.
  • This policy applies only to purchases made directly through the official XCombo website at xcombo.com.
  • Purchases made through third-party marketplaces or retailers are subject to the return and refund policies of those platforms or sellers.
  • Refund eligibility may be denied in cases involving intentional damage, misuse, fraud, abuse, or material alteration of the product.
  • Promotional guarantees may have eligibility requirements that differ from XCombo’s standard return policy.

Product Characteristics & Disclaimer

Snap-Fit Connection System

XCombo eyewear features a modular design with Base Frames and interchangeable Toppers using a secure snap-fit connection designed for repeated attachment and removal.

Handcrafted Toppers

Some XCombo Toppers are partially handcrafted. Minor variations may occur due to the nature of the production process.

Design Philosophy

XCombo focuses on creativity, versatility, interchangeable styling, and accessible pricing.

Contact Us

If you have questions regarding returns, refunds, or the Aura Try-It Guarantee, please contact our customer support team.

Operating Entity:
Hangzhou Quankebao Network Technology Co., Ltd. (operating as XCombo)

Customer Support Email:
info@xcombo.com

WhatsApp:
+16267385640