Refund policy

At XANDRO LAB, we are committed to providing our customers with the highest quality health supplements available on the market. Given the health and safety nature of our products, we assess return and refund requests on a case-by-case basis rather than requiring every item to be shipped back:

  • If your product has been used or opened, you do not need to send it back to us. We'll assess your refund request based on the information and any supporting documentation you provide.
  • If your product is unused and remains in its original, unopened packaging, we may ask you to ship it back to us before your refund is processed.

Either way, requests are covered by our 30-day refund guarantee, described below.

30-Day Refund Guarantee

If you experience any product issues or are not satisfied with the quality of the supplements you received, you may request a refund within 30 days of your purchase date.

What's covered: Purchases made directly through the XANDRO LAB website, or through our official stores on Shopee, TikTok Shop, Lazada, and Amazon. We do not offer this guarantee for purchases made through unauthorized or unofficial third-party sellers.

How to request a refund:

  1. Try the product for up to 30 days.
  2. If you're not satisfied, contact our customer service team at contact@xandrolab.com or WhatsApp +65 8919 3740.
  3. Provide your order number, the total amount paid, and a description of the issue. If your item is unused and unopened, we may provide return shipping instructions at this stage. If we are unable to process the refund automatically to your original payment method, we may ask for bank account details to complete the refund; this only happens when the original payment method can't be used, and we will never ask for OTPs, passwords, or other confidential verification codes.

Our team will review your request and respond as soon as possible.

If we do ask you to ship an unused, unopened item back to us, please send it to:

RETURNS C/O XANDRO LAB, 8 Kaki Bukit Ave 1, #02-01, Singapore 417941

XANDRO 100-Day Assurance Guarantee

Beyond the 30-day refund guarantee above, we also stand behind the longer-term experience and benefits of our products. If you've given a product a fair try and are unhappy with the results or benefits you're experiencing, you can request a refund within 100 days of your purchase date.

This guarantee follows the same case-by-case approach as above: if the product is unused and unopened, we may ask you to ship it back to the address above; if it's been used, no return is required. To request a refund under this guarantee, contact us at contact@xandrolab.com or WhatsApp +65 8919 3740 with your order number and a description of your experience with the product.

This guarantee is offered at our discretion, and its terms, including eligibility and duration, may change at any time without prior notice.

XANDRO Worldwide Delivery Assurance

Every order is protected from our lab to your doorstep. Our Worldwide Delivery Assurance guarantees a 100% refund or redelivery if your order is lost or damaged in transit 

What's covered: Orders that are lost in transit, or that arrive damaged, are covered under this guarantee regardless of shipping destination.

How to claim: Contact us at contact@xandrolab.com or WhatsApp +65 8919 3740 within 14 days with your order number. For damaged items, please include photos of the item and packaging as received. We'll confirm whether we'll issue a refund or arrange a redelivery.

Exclusions: This guarantee does not cover orders delayed but not lost, or orders confirmed as delivered to the address provided at checkout as validated by proof of delivery.

Damages and Issues

Please inspect your order upon receipt and contact us immediately at contact@xandrolab.com if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right. If your order arrived damaged or never arrived, see our Worldwide Delivery Assurance above.

Exceptions

We cannot offer the refund guarantee on sale items or gift cards. If you have questions about a specific item, please get in touch before purchasing.

Exchanges

We do not offer exchanges for change of mind.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have a statutory right to cancel your order within 14 days of receipt, for any reason and without justification, under EU consumer protection law. This right applies regardless of our standard refund guarantee above. In practice this lines up with our case-by-case approach: if your item is still sealed and unused, we may ask you to ship it back as part of exercising this right; if it has been opened, you can still request your refund without returning it.

Refunds

We will notify you once we've reviewed your refund request and let you know if it has been approved. If approved, you will typically be refunded within up to 14 days, to your original payment method where possible. Please note it can take additional time for your bank or card issuer to post the refund, depending on your country of residence.

This policy does not limit any statutory rights you may have under the consumer protection laws of your country of residence.

Frequently Asked Questions

What is covered by the refund guarantee? Our 30-day refund guarantee covers products purchased directly from the XANDRO LAB website or our official Shopee, TikTok Shop, Lazada, and Amazon official stores. We do not offer the guarantee for purchases from unauthorized sellers on marketplaces.

Do I need to send the product back? Not always. If you've already used or opened the product, you can request a refund without sending anything back. If it's unused and still sealed in its original packaging, we may ask you to ship it back to us before the refund is processed.

How do I request a refund? Contact our customer service team by email at contact@xandrolab.com or WhatsApp at +65 8919 3740 with your order details and the total amount paid. We'll let you know if bank details or a return shipment are needed to complete the refund.

How long does it take to process a refund? Refunds are typically processed within up to 14 days of approval.

What's the difference between the 30-day and 100-day guarantees? The 30-day refund guarantee covers general dissatisfaction with a product or its quality. The XANDRO 100-Day Assurance Guarantee extends further, covering cases where you've given a product a genuine try but aren't seeing the results or benefits you expected. Terms of the 100-day guarantee may change at any time without prior notice.

What if my order is lost or arrives damaged? Our Worldwide Delivery Assurance guarantees a full refund or redelivery if your order is lost or damaged in transit, wherever you're located. Contact us with your order number, and photos if the item arrived damaged, and we'll take it from there.