At Xkins, we take pride in the quality and craftsmanship of our products. We encourage customers to carefully review product specifications, dimensions, recommended weight capacities, and care instructions before completing their purchases.
This Returns, Exchanges & Warranty Policy (“Policy”) governs requests for returns, exchanges, refunds, and warranty claims involving products purchased from Xkins Collective Inc. (“Xkins,” “we,” “us,” or “our”). This Policy shall be read together with our Terms of Use and applicable Philippine consumer protection laws.
As a general policy, all confirmed purchases are considered final. Xkins does not accept returns, exchanges, cancellations, or refunds solely due to a change of mind, personal preference, incorrect product or color selection, improper fit, or other reasons unrelated to a product defect or legally recognized ground for relief.
Customers are responsible for selecting products appropriate for their pets based on the specifications and recommendations provided by Xkins.
Notwithstanding the foregoing, Xkins may, at its sole discretion, accommodate requests to exchange a purchased product for a different model, color, or variant as a gesture of goodwill.
Any discretionary exchange shall be subject to prior written approval by Xkins, product availability, and assessment of the original item's condition. Xkins may require the product to be unused, unwashed, undamaged, complete with its original accessories and packaging, and in a condition suitable for resale.
Where the replacement product has a higher selling price, the customer shall pay the corresponding price difference before the exchange is completed. Where the replacement product has a lower selling price, the applicable price difference shall be refunded, unless otherwise agreed with the customer.
All shipping and delivery expenses associated with an approved discretionary exchange, including the return of the original product and delivery of the replacement product, shall be shouldered by the customer.
Discretionary exchanges are granted strictly as a goodwill accommodation and shall not constitute a customer entitlement or an obligation on the part of Xkins to approve similar requests in the future. Xkins reserves the right to approve or decline such requests on a case-by-case basis.
This section does not apply to exchanges or remedies that customers are legally entitled to receive.
Xkins provides a limited warranty against verified manufacturing defects in materials and workmanship for a period of one (1) year for Xkins carriers (Xkins Carrier Pro, Xkins Layover and Xkins Air) and six (6) months for the Xkins Traveler, from the date the customer receives the product, subject to the terms and exclusions set forth in this Policy. Minor accessories, such as the Xkins Travel Mat and the Xkins Pillow, are not covered by the limited warranty.
The warranty covers defects attributable to the manufacturing process that become apparent under normal and intended use. Damage, deterioration, deformation, or product failure occurring within the warranty period shall not, by itself, establish the existence of a manufacturing defect.
Warranty coverage shall be determined based on the nature and cause of the reported issue, the condition of the product, and the results of any reasonable assessment or inspection conducted by Xkins.
The limited warranty is provided in addition to any mandatory warranties or remedies available under applicable law.
The limited warranty does not cover damage or deterioration attributable to causes unrelated to manufacturing defects, including ordinary wear and tear; scratches, scuffs, fading, discoloration, or cosmetic deterioration; damage caused by pets through chewing, biting, scratching, or excessive pulling; accidents, misuse, mishandling, or improper transportation; overloading or use beyond the recommended weight capacity; improper cleaning or washing; exposure to harsh chemicals or unsuitable cleaning agents; and unauthorized modifications, alterations, or repairs.
The warranty likewise excludes damage or deformation caused by improper storage, including prolonged exposure to direct sunlight, heat, high temperatures, excessive moisture, or other unsuitable environmental conditions.
For Xkins Carrier Pro and Layover, customers are advised to fold the carrier back into its original folded form, as received upon purchase, and store it flat in a cool, dry place when not in use. Failure to observe these storage recommendations may affect the product's shape and internal structure.
Xkins may decline warranty claims where the reported condition is reasonably established to have resulted from an excluded cause rather than a manufacturing defect.
These exclusions shall not apply where the reported condition is attributable to a manufacturing defect or where coverage or another remedy is required by applicable law.
Customers who believe that a product has a manufacturing defect are encouraged to contact Xkins promptly upon discovering the issue.
To facilitate assessment, customers may be requested to provide proof of purchase or sufficient information to verify the transaction, a description of the reported concern, photographs or videos showing the affected area, and other relevant information reasonably necessary to evaluate the claim.
Xkins may request additional information or arrange for inspection of the product where reasonably necessary to determine the nature and cause of the reported condition.
Submission of a warranty claim does not automatically establish that the product is defective or that the reported issue is covered by the limited warranty. Each claim shall be assessed based on its individual circumstances and available evidence.
Xkins shall endeavor to evaluate warranty claims within a reasonable period, taking into account the nature of the reported issue and any necessary inspection.
Where a manufacturing defect is verified and the claim falls within the applicable warranty coverage, Xkins shall provide an appropriate remedy in accordance with its express warranty and applicable Philippine law.
Depending on the circumstances and the customer's legal entitlements, the appropriate remedy may include repair or replacement.
The appropriate remedy shall take into consideration the nature of the defect, the feasibility of repair or replacement, and applicable legal requirements.
Xkins shall not be obligated to provide a warranty remedy for damage or deterioration reasonably established to have resulted solely from an excluded cause, unless otherwise required by law.
Customers who receive an incorrect or incomplete product, or who discover that their order has arrived damaged, are encouraged to notify Xkins promptly upon receipt.
Customers may be requested to provide their order details, photographs of the product and packaging, and other relevant information to facilitate verification and resolution.
Where the issue is attributable to an incorrect shipment, defective product, or other nonconformity for which Xkins is legally responsible, Xkins shall provide the appropriate remedy in accordance with applicable law.
Customers are encouraged to retain the original packaging and accessories while the concern is being assessed.
As a general policy, all shipping and delivery expenses associated with returns and exchanges, including the cost of returning the original product and delivering the repaired or replacement product, shall be shouldered by the customer, except where otherwise required by applicable law.
For approved discretionary exchanges, all associated shipping and delivery expenses shall be borne exclusively by the customer.
Customers must coordinate with Xkins and obtain prior instructions before arranging any return shipment. Xkins shall not be responsible for additional expenses arising from unauthorized or uncoordinated shipping arrangements, except where otherwise required by law.
For products purchased through authorized retail partners or stockists, customers may initially coordinate with the respective retailer regarding proof of purchase, transaction verification, and applicable return or exchange procedures.
Warranty concerns relating to Xkins products may also be referred directly to Xkins for assessment, subject to verification of purchase and applicable warranty coverage.
The policies of authorized retailers shall not diminish any mandatory rights or remedies available to customers under applicable law.
Nothing in this Policy shall be interpreted as excluding, restricting, or waiving any mandatory rights, warranties, guarantees, or remedies available to consumers under Republic Act No. 7394, otherwise known as the Consumer Act of the Philippines, Republic Act No. 11967, otherwise known as the Internet Transactions Act of 2023, or other applicable Philippine laws and regulations.
In the event of any inconsistency between this Policy and a mandatory provision of applicable law, the latter shall prevail.
Xkins reserves the right to amend or update this Policy from time to time to reflect changes in its business operations, product offerings, warranty procedures, or applicable legal requirements.
Any revised Policy shall be published on our website together with its effective date. Amendments shall apply prospectively and shall not retroactively impair rights already accrued under confirmed purchases, express warranties, or applicable law.
For inquiries, exchange requests, or warranty concerns, customers may contact Xkins Collective Inc. through our official email address at xkins.ph@gmail.com. Customers may also reach us through our official Instagram account, @xkins.ph, for general inquiries and customer assistance.
