Refund policy
We stand behind the quality of every XMUD product. If there's an issue with your order, please review the policy below and reach out to our wholesale team at info@xmud.com.
Returns
We do not accept returns for non-quality-related reasons. If you simply change your mind or no longer need the items, we're unable to process a return or refund.
If you believe there is a quality issue with your order, contact us at info@xmud.com within 20 days of receiving your shipment. Please include your order number and photos of the issue. Claims submitted after 20 days may not be eligible for a return or replacement.
All returns require prior written approval. Do not send items back without an authorized RA# (Return Authorization number), which must be clearly marked on the outside of the return package. Unauthorized returns will not be accepted.
Items must be returned in their original, unopened condition and in original retail packaging.
Non-returnable Items
The following items cannot be returned under any circumstances:
- Opened or used slime products
- Items not in original packaging
- Sale items or closeout inventory
As a sensory product intended for hands-on use, opened slime cannot be resold and is generally not eligible for return.
Exception: If a product is found to be dried out, spoiled, or moldy at the time of opening, it may qualify for a return or refund. Please contact us at info@xmud.com with your order number and photos of the issue. Issues resulting from use or improper storage after opening are not eligible.
Please note that slime is naturally soft, wet, and stretchy by design. Returns or refunds will not be accepted on the basis of texture, consistency, or similar material characteristics, as these are inherent properties of the product.
Defective Items
If you receive damaged, defective, or incorrect items, contact us at info@xmud.com within 20 days of delivery with your order number and photos of the issue. Claims submitted after 20 days may not be eligible for resolution.
Once the claim is reviewed and the defect is confirmed to be our responsibility, a full refund will be issued to your original payment method within 7 business days.
Defective products reported more than 6 months after purchase are not eligible for a return or replacement.
Exchanges
We only accept exchanges in cases where the wrong item was shipped or a product defect has been confirmed by our team. Exchanges requested for any other reason will not be accommodated.
If you received the wrong item or a confirmed defective product, we'll arrange a replacement once your claim is reviewed and approved. Please contact us at info@xmud.com with your order number and photos of the issue to begin the process.
Refunds
Once your return is received and inspected, we'll notify you of the approval status within 3 business days. If the defect or damage is confirmed to be our responsibility, a full refund will be issued to your original payment method within 7 business days.
Your bank or payment provider may require additional processing time. If you haven't received your refund after 15 business days of approval, please contact us at info@xmud.com.