Return & Refund Policy

Last updated: June 2026

Thank you for shopping with Xplywi. This Return & Refund Policy explains our return period, cancellation rights, return conditions, return shipping responsibility, exchanges, refunds, order cancellations, and how we handle defective, damaged, missing, or incorrect items.

Xplywi currently sells and ships products through this website to the United Kingdom only.

1. Return Period

We accept return requests within 30 days after you receive your order.

To be eligible for a return, please contact us within 30 days of delivery. Returns requested after 30 days may not be accepted unless required by applicable consumer protection laws.

The product must meet the return conditions described in this policy. For customer-reason returns, the item must be unused, uninstalled, unmodified, complete, and in a returnable condition.

2. UK Cancellation Rights

If you are a UK consumer purchasing online, you may have the right to cancel your order within 14 days after receiving the goods, unless an exception applies under applicable law.

To exercise your cancellation right, please contact us within the cancellation period and clearly state that you wish to cancel your order.

After you notify us of cancellation, you should return the goods without unnecessary delay and in accordance with the return instructions we provide. The product should be unused, uninstalled, unmodified, complete, and returned with all accessories where possible.

For cancellation returns that are not caused by product defects, incorrect items, missing important components, or seller error, the customer is responsible for the return shipping cost.

This policy does not affect your statutory rights under applicable UK consumer protection laws.

3. How to Start a Return

Please contact us before returning any item. We need to confirm your order information, review your return reason, check the product condition where necessary, and provide return instructions.

Email: support@xplywi.co.uk
Phone / WhatsApp: +86 133 6005 6056
WhatsApp: https://wa.me/8613360056056

Please include the following information when contacting us:

• Your order number
• Your full name
• The email address used for the order
• The reason for return
• Whether you prefer a refund, exchange, replacement, or missing-parts reshipment
• Photos or videos of the product, if the issue is related to damage, defect, installation, compatibility, or missing parts
• Your vehicle brand, model, year, and trim if the issue is related to compatibility

Please do not send the product back before receiving our confirmation. Items returned without prior contact may be delayed, refused, or not properly processed if we cannot identify the order or confirm the return reason.

4. Return Address and Return Instructions

Please contact us before sending any product back. We will review your return request and provide the correct return address and return instructions for your order.

Approved returns must be sent to the return address provided by our support team. Please do not send returns to our business address unless our support team has confirmed it as the correct return address for your order.

Our business address is listed below for company identification and customer transparency:

Business Address:
Shenzhen Zhixia Technology Co., Ltd.
Rm 518, Bldg 2, Shajing Subdistrict,
Minzhu Ave, Sha'er Community, Bao'an District,
Shenzhen, Guangdong Province, 518104, China

If a return is sent to the wrong address or sent without prior approval, the return may be delayed, lost, refused, or not properly processed.

5. Return Conditions

For customer-reason returns, the product must be unused, uninstalled, unmodified, complete, and in a returnable condition.

Returned products should include all original parts and accessories, such as:

• The dash cam unit
• Rear camera, if included in your order
• Power cable and connection cables
• Memory card, if included in your selected configuration
• Mounting accessories
• User manual or printed materials, if included
• Original packaging, where available

Products are not eligible for customer-reason returns if they have been installed, used, modified, damaged, incorrectly installed, cut, altered, or returned with missing important components.

Returns may be refused or partially refunded if the product:

• Has been installed or used
• Has been damaged by incorrect installation
• Has cut, modified, or altered cables
• Has missing accessories, cables, memory card, rear camera, or other parts originally included
• Has signs of misuse, abuse, water damage, impact damage, or improper handling
• Has been returned in a condition that affects inspection or resale
• Is not the same item originally shipped
• Has been modified with third-party accessories or non-approved wiring

This does not affect your rights if the item is defective, damaged on arrival, missing important components, incorrectly supplied, or otherwise not as described.

6. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Customer-reason returns

Customers are responsible for return shipping costs if the return is due to customer reasons, including but not limited to:

• Ordered the wrong model
• Ordered the wrong vehicle version
• Selected the wrong product configuration
• No longer needed the product
• Changed mind after purchase
• Did not check compatibility before ordering
• Provided incorrect vehicle information
• Provided an incorrect or incomplete shipping address

For customer-reason returns, we recommend using a trackable shipping service and keeping the return receipt until the refund is completed.

Seller-responsibility returns

We will cover the reasonable return, replacement, or reshipping cost if the issue is confirmed to be caused by us, including:

• Defective product
• Incorrect item shipped
• Missing important components
• Product damaged during delivery
• Confirmed compatibility error caused by our written advice before purchase

If there is a problem with your order, please contact us with your order number, photos or videos of the issue, and your vehicle model/year information where relevant.

7. Refund Deductions

For eligible returns, Xplywi does not apply any extra deduction simply because the customer returns the product within the approved return period.

However, if the returned item is damaged, incomplete, modified, installed, used, or missing accessories, we may refuse the return or reduce the refund amount to reflect the loss in product value, where allowed by applicable law.

8. Exchanges

We support exchanges for eligible orders, especially for vehicle-specific dash cam compatibility issues.

If you ordered the wrong model or the product does not fit your vehicle, please contact us with the following information:

• Your order number
• Your vehicle brand
• Your vehicle model
• Your vehicle year
• Your vehicle trim or version, if known
• A clear photo of the front of your original rearview mirror area
• A clear photo of both sides of the rearview mirror housing
• A photo of the windscreen area around the rearview mirror and sensor cover, if possible
• A photo of the received product and accessories

We will help check compatibility and recommend the correct model if available.

If the exchange is due to a customer ordering error, the customer is responsible for the return shipping cost and any additional shipping cost for the replacement item.

If the exchange is due to our mistake, product defect, incorrect item shipped, or incorrect compatibility advice from us, we will cover the reasonable related shipping cost after the issue is confirmed.

9. Defective, Damaged, Missing, or Incorrect Items

Please inspect your order as soon as you receive it.

If the item is defective, damaged, missing important components, or different from what you ordered, please contact us as soon as possible. For delivery damage, please contact us within 5 business days after delivery where possible so that we can review the case promptly.

Please include:

• Your order number
• Photos of the outer package
• Photos of the shipping label
• Photos of all items received
• Photos or videos showing the issue
• A description of the problem
• Your vehicle model and year if the issue is related to compatibility or installation

After we confirm the issue, we may offer one of the following solutions depending on the situation:

• Replacement
• Exchange
• Missing parts reshipment
• Repair or troubleshooting guidance
• Return and refund
• Partial refund, where appropriate and agreed

If the issue is confirmed to be caused by product defect, shipping damage, incorrect item shipment, or missing important components caused by us, we will provide a suitable solution at our cost.

10. Vehicle Compatibility

Xplywi products are vehicle-specific dash cams. Compatibility may depend on your vehicle brand, model, year, trim, right-hand drive or left-hand drive layout, original rearview mirror housing, windscreen sensor cover, and installation structure.

Before ordering, please check the product title, compatible vehicle list, year range, product images, and product description carefully. If you are unsure whether the product fits your vehicle, please contact us before purchase.

For compatibility checks, please send us:

• Your vehicle brand
• Your vehicle model
• Your vehicle year
• Your vehicle trim or version, if known
• Whether your vehicle is right-hand drive or left-hand drive
• A clear photo of the front of your original rearview mirror area
• A clear photo of both sides of the rearview mirror housing
• A photo of the windscreen area around the rearview mirror and sensor cover, if possible

If the product does not fit because the customer selected the wrong model, provided incorrect vehicle information, or did not confirm compatibility before ordering, the customer is responsible for return shipping costs, provided that the product remains unused, uninstalled, unmodified, and complete.

If we confirmed compatibility incorrectly in writing before your purchase, we will help arrange a return, exchange, or replacement at our cost after reviewing the case.

11. Installed, Modified, or Damaged Products

Vehicle-specific dash cams should be checked before installation. Please confirm the product model, accessory completeness, cable type, and vehicle compatibility before installing the product.

Products may not be eligible for customer-reason returns if they have been installed, forced into place, modified, cut, damaged during installation, or used with incompatible third-party accessories.

Damage caused by incorrect installation, forced installation, cable cutting, unauthorised modification, misuse, accidents, water ingress, or use of incompatible accessories may not be covered by return, refund, or warranty service.

If you are not familiar with vehicle trim removal or wiring, we recommend professional installation.

12. Product Configuration and Accessory Differences

Product contents may vary depending on the selected configuration. Some products may include a rear camera, memory card, or specific accessories, while other configurations may not.

Please check the product page, product title, selected variant, and included accessories carefully before placing an order.

Parking monitoring may require an additional compatible OBD power cable or hardwire power cable and may not be included with every product configuration.

The dash cam WiFi connection is for local app connection only and does not support remote viewing from another location.

13. Order Cancellation Before Shipment

You may request to cancel your order before it has been shipped.

If your order has already been shipped, it cannot be cancelled. In that case, you may request a return after receiving the item according to this Return & Refund Policy.

To request cancellation, please contact us as soon as possible with your order number.

If the order has not yet been shipped and cancellation is approved, we will cancel the order and issue the refund to the original payment method.

14. Refund Process

After we receive your returned item, we will inspect it and notify you by email whether the refund has been approved.

If approved, we will process your refund within 2 business days after receiving and inspecting the returned item.

Refunds will be issued to the original payment method used at checkout.

Please note that your bank, card issuer, or payment provider may take additional time to post the refund to your account. In most cases, it may take 5–10 business days for the refund to appear, depending on your payment provider.

If the returned item does not meet the return conditions, we may refuse the refund or reduce the refund amount where allowed by applicable law.

15. Free Shipping Orders

We offer free standard shipping for eligible orders delivered within the United Kingdom.

For customer-reason returns, the customer is responsible for return shipping costs.

For confirmed defective, damaged, incorrect, missing-item, or seller-caused issues, we will cover the reasonable return or replacement shipping cost after the issue is confirmed.

Original shipping fees, if any were charged for special shipping arrangements, may not be refundable unless the return is caused by our error or a product issue.

16. Non-Returnable Situations

We do not currently sell final-sale items or gift cards. However, certain situations may not be eligible for customer-reason returns.

Returns may not be accepted if:

• The return request is made after the allowed return period
• The product has been installed, used, damaged, modified, or altered
• The product has missing important accessories or parts
• The product was damaged due to incorrect installation or misuse
• The product was damaged by water ingress, accident, impact, or improper handling
• The product was used with incompatible third-party accessories or modified wiring
• The returned item is not the item originally supplied by Xplywi

This does not affect your statutory rights if the product is defective, not as described, or incorrectly supplied.

17. Warranty and After-Sales Support

Some product issues may be handled under our warranty and after-sales support instead of a standard return. If your product develops a fault after the return period, please contact us with your order number, photos or videos of the issue, and a description of the problem.

Warranty coverage may not apply to damage caused by incorrect installation, cable cutting, unauthorised modification, misuse, accidents, water ingress, drops, or incompatible third-party accessories.

For more details, please visit our Warranty & Support Policy.

18. Contact Information

If you have any questions about returns, refunds, exchanges, cancellations, compatibility, or after-sales support, please contact us:

Email: support@xplywi.co.uk
Phone / WhatsApp: +86 133 6005 6056
WhatsApp: https://wa.me/8613360056056
Service Area: United Kingdom only

Business Address:
Shenzhen Zhixia Technology Co., Ltd.
Rm 518, Bldg 2, Shajing Subdistrict,
Minzhu Ave, Sha'er Community, Bao'an District,
Shenzhen, Guangdong Province, 518104, China

This business address is provided for company identification and customer transparency. Please do not send returns to this address unless our support team has confirmed the return instructions for your order.