After-Sales Protection

Frequently Asked Questions

Product Protection FAQs

Xcotton's Product Protection covers accidental damage—such as drops, cracks, or liquid spills—as well as power surges, starting from the shipping date. The plan also covers mechanical and electrical breakdowns that occur after the manufacturer's warranty expires. To ensure a smooth and efficient claims process, we have created this simple guide to help you file a claim.

1. Xcotton Product Protection Plan Coverage
Xcotton offer 3 Product Protection Plan : 1 year/2 years/3 years. The product protection plan specifically covers the following: ·Extended warranty after manufacturer's warranty expires.
·Accidental damage.
·Power surge
Example: For a product that comes with a 1-year manufacturer's warranty, the Product Protection Plan covers the following:
1 Year Plan: Includes Accidental Damage Protection and Power Surge Protection for 1 year.
2 Years Plan: Includes Accidental Damage Protection and Power Surge Protection for 2 years, along with a 1-year extended warranty. This means your product will have a total of 2 years of coverage for warranty, accidental damage and power surge. The warranty for the first 1 year is provided by Merchant, while the following 1-year warranty is covered by Xcotton (Partner with AIG).
3 Years Plan: Includes Accidental Damage Protection and Power Surge Protection for 3 years, along with a 1-year extended warranty. This means your product will have a total of 3 years of coverage for warranty, accidental damage and power surge. The warranty for the first 1 year is provided by Merchant, while the following 2 years warranty is covered by Xcotton (Partner with AIG).
 
2. Xcotton Product Protection Plan Cost
The cost of the protection plan varies depending on the product purchased and the coverage period. You will be able to view the cost during checkout.

3. Xcotton Product Protection Plan Enrollment and Activation You may enroll in the plan together with the purchase of our products on the Merchant Official Website. Once the protection plan is purchased, you will receive a confirmation email advising details of the protection plan. The coverage period begins from the shipping date.

4. Claims Process
If you experience an issue covered by the product protection plan, you can contact the resolution center through the link on your confirmation email. Follow the instructions on the link and Xcotton’s claims specialist will guide you through the process. Merchant also provide assistance as needed.  Please note: The aggregate claim amount is limited to the original purchase price of your product.

5. Returns and Protection Plans
If you decide to return or exchange a product after purchasing the product protection plan, please notify us promptly. The product protection plan may be affected by the returns or exchanges, and specific conditions may apply. Please consult our customer service or click the link to the customer support on your confirmation email for assistance.

 6. Disclaimer
The product protection plan’s coverage and services are provided by Xcotton (Partner with AIG) and we act solely as an intermediary. We do not assume any responsibility for the quality or execution of the protection plan and services. Please read the protection plan’s terms and conditions carefully and confirm the scope of coverage. 

7. Contact Information
For any inquiries regarding the product protection plan, please contact our customer service:
Email: service@sirui.com
Email: support@xcottons.com
Thank you for your understanding and support. We hope you enjoy your shopping experience!

8. Cancellation
Cancellation is allowed anytime. Refunds depend on timing:
·Within 60 days of purchase:
No claims filed: Full refund (100% of the Product Protection plan price).
Claims filed: Refund = Product Protection plan price - paid claim amount(s).
·After 60 days of purchase:
Refund = [(Total coverage days - Days used) / Total coverage days] × Product Protection plan price -paid claim amount(s) (if any) - administrative fee (varies by state law, capped at $50 USD).

You may refer to the Xcotton Product Protection Plan’s Terms and Conditions for details.
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Shipping Protection FAQs

Xcotton's Shipping Protection covers common losses and damages during package transit, ensuring consumer confidence. Claims processing is pivotal to this service. To streamline the experience, this guide outlines how consumers claims shipping protection.
* The corresponding price insurance will be automatically selected based on the order amount and cannot be purchased separately.

1. Shipping Protection Service Coverage
Once you purchase the insurance, your products will be fully covered during the shipping process. Specific coverage includes, but is not limited to:Lost Products: If your product is lost during shipping, you can file a claim in accordance with the insurance terms.Damaged Products: If the product is damaged during shipping, the insurance will provide compensation.Other Unforeseen Circumstances: If the product is damaged or lost due to force majeure (e.g., traffic accidents), the insurance will handle the claims based on specific terms.

2. How to Purchase Shipping Protection
At checkout, you can choose to purchase Shipping Protection. If you select this option, the service fee will be automatically added to your total order amount. Please note that the Shipping Protection service is order-based and will cover only the products purchased in the order.

3. Shipping Protection Service and Claims Process
After purchasing the Shipping Protection service, you will receive the coverage details and Xcotton’s contact details, including the Shipping Protection service number, claims guide, and the claims process.
Contacting Xcotton: If your product is lost or damaged during shipping, please contact Xcotton immediately to initiate a claim. You can file a claim using the Shipping Protection service number and the provided contact details.
Claim Requirements: According to the service terms, you may need to provide relevant supporting documents, such as a proof from the shipping company, photos of the damaged product, etc. Please refer to Xcotton’s claims guide for specific requirements

4. Liability Statement
Responsibility for Purchasing Shipping Protrection: Once you purchase the Shipping Protection service, any risks related to product damage or loss during shipping will be covered by Xcotton. We will assist you by providing necessary information, but the claims process will be handled solely by Xcotton.

5. Insurance Terms and Exemption Clauses
Insurance Terms: The terms and conditions provided by Xcotton will apply to customers who purchase the Shipping Protection service. Please read the insurance terms carefully before purchasing to understand the coverage, claims process, and other relevant details.Exemption Clauses: In certain situations (e.g., if incorrect delivery information is provided or if the product is intentionally damaged), Xcotton may not be liable for compensation. For detailed exemption clauses, please refer to the terms and policies provided by Xcotton.

6. Cancellation
If your order has not been shipped, please contact us to request a refund for the shipping protection.If your order has already been shipped, the shipping protection cannot be canceled.

7. Special Reminders Ensure Accurate
Shipping Information: Please make sure that your shipping address, contact number, and other information are accurate when placing your order to ensure smooth delivery and avoid issues with claims due to incorrect information.Check Your Products Promptly: After receiving your products, please inspect them immediately. If you find any damage or other issues, contact support@xcottons.com as soon as possible to start the claims process.

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