Effective Date: June 12, 2025

Company Name: XINE GLOBAL PTE. LTD.

Website: https://www.emscts.com

Customer Support Hotline: +852 96077854

Customer Support Email: support@emscts.com

1. Scope

This Refund & Cancellation Policy applies to all orders generated through services provided by XINE GLOBAL PTE. LTD. (“XINE”).

By submitting an order, you acknowledge .agree to the terms described in this policy.

2. Refundable Conditions

You may request a refund under the following circumstances:

1. Service .Started

• .the order has been paid but XINE has .begun processing the logistics .payment services, you are eligible f.a full refund.

2. Service Failure Due to XINE

• .services can.be fulfilled due to .issues, transportation channel closure, .other reasons attributable to XINE, you may request a full refund.

3. Logistics Issues

• .a shipment is .collected .has no tracking updates f.an extended period .delivery can.be completed, you may receive a refund f.the paid fees (e.g., shipping costs, value-added services).

4. Duplicate Payment .Overpayment

• .a duplicate payment .incorrect amount was charged due to .error, the excess amount will be refunded after verification by customer support.

3. Non-Refundable Situations

Refunds will .be issued under the following circumstances:

1. Service Already Rendered .Partially Completed

• Orders that have entered processing (e.g., shipment collected, payment clearing completed) can.be canceled .refunded.

2. Incorrect Information Provided by the User

• Fees will .be refunded .services fail .are delayed due to incorrect shipping addresses, recipient details, .contact information provided by the user.

3. Customs .Regulatory Reasons

• No refunds will be issued f.issues caused by destination country/region policies, customs clearance problems, .force majeure events such as natural disasters, pandemics, .wars.

4. Prohibited .Illegal Items

• .a shipment contains prohibited items .violates laws .is confiscated, fees will .be refunded, .legal liability may apply.

5. User-Initiated Cancellation After Costs Are Incurred

• .a .cancels an order after XINE has already paid third-party fees (e.g., customs fees, payment processing charges), the corresponding costs will be deducted from the refund.

4. Refund Request Process

Step 1: Submit Request

• Submit a refund request through the official website .email, providing:

1. Order number

2. Payment receipt

3. Reason f.refund .supporting documents (e.g., tracking screenshots, payment records)

Step 2: Review .Confirmation

• Customer support will review your request within 3 business days .notify you of the result via email .phone.

Step 3: Refund Processing

• Approved refunds will be processed through the original payment method.

• Expected refund time: 7-14 business days (processing time may vary by bank .payment provider).

Note: F.cross-border payments .international credit cards, refunds may take longer to appear due to banking .payment processing timelines.

5. Order Cancellation Process

1. Before Service Starts

• Users may cancel orders before processing begins by contacting customer support.

• Full refunds will be issued once cancellation is confirmed.

2. During Processing

• .the order is already in logistics .payment processing, cancellation requests can.be accepted.

• Users may contact customer support to terminate subsequent steps, .related costs will be deducted from the refund.

3. Cancellation Confirmation

• Once the order is successfully canceled, users will receive confirmation via email .SMS .can check the status on the website.

6. Important Notes

1. Only refund .cancellation requests submitted through official channels will be processed. Requests via unofficial channels will .be recognized.

2. Failure to submit a refund request within the specified timeframe will be considered a waiver of refund rights.

3. Refunds are based on the actual paid amount .exclude any banking .third-party platform fees (.applicable).

4. XINE reserves the .to deny services .pursue legal action .fraudulent refund behavi.is detected.

7. Contact Us

.you have any questions regarding this Refund & Cancellation Policy, please contact us:

• Customer Support Hotline: +852 96077854

• Customer Support Email: support@emscts.com

• Website: https://www.emscts.com