After-Sales Service

Shipping Time & Policy

Shipping time for each product varies depending on stock availability. Estimated shipping time will be displayed when placing your order. If your order contains more than one product, the estimated shipping time will be based on the product with the longest lead time.

Xlab does not split orders. If you want products shipped as soon as they become available, please place separate orders.

Shipping Service

Ordered products are shipped through the fastest and most reliable carrier available at the time of shipment. We do not designate a specific carrier, and select the most efficient option for each delivery.

Order Tracking

After placing your order, you can check your order details, shipping status, and delivery information in real-time on the Order Lookup page by entering your order number, name, and phone number.

Shipping Fees

Xlab offers free shipping on all gimbal camera products. If shipping fees apply due to special circumstances, a Xlab representative will contact you directly.

Shipping Notice

If you have special shipping requests, please contact the Xlab support team via the Contact button above. Please verify your shipping address before completing payment. If you entered an incorrect address, please contact the Xlab support team as soon as possible.

Please enter your correct name, address, and contact information when placing an order to ensure successful delivery.

Shipping Delay & Liability Disclaimer

Xlab is not responsible for orders that are delayed or refused due to the following reasons:

• Shipping delays of 1-2 days for deliveries to remote areas
• Delays or delivery failures caused by the recipient's actions (address changes after shipment, incorrect address or contact information, refusal of delivery, etc.)
• Delays due to force majeure (national or regional transportation system disruptions, communication system failures, government actions, war, earthquakes, typhoons, floods, fires, heavy rain, dense fog, etc.)
• Products that cannot be shipped by air freight due to aviation security regulations
• Shipments confiscated or disposed of due to transportation regulation violations
• Cases where delivery to the recipient's address is not possible during weekends, holidays, or festival periods
• Cases where the recipient's address is in an area inaccessible to the delivery carrier

If you request an address change after the product has been shipped, the order may not be updated. The customer is responsible for all risks and costs that may arise from address changes after shipment.

1. Return & Refund Due to Change of Mind

For returns due to a simple change of mind, please submit your request within 7 days from the day after receiving the product. All of the following conditions must be met.

• The packaging, accessories, gifts, and manuals are in intact condition
• The product has no defects, has not been activated or used, and does not affect resale

Return shipping costs for change-of-mind returns are the responsibility of the customer.

2. Return & Refund Due to Product Defect or Misrepresentation

If the product differs from its advertised description or has a defect, you may request a return within 3 months from the date of receipt, or within 30 days from the date you became aware of the issue (per Article 17, Paragraph 3 of the Electronic Commerce Act).

• The product has a defect
• The product differs from its advertised or described content
• The contract was not fulfilled as agreed

For returns due to product defects or misrepresentation, round-trip shipping costs are covered by Xlab.

Return & Refund Not Applicable

• The service is requested after the 7-day return period designated by Xlab from the day after product receipt.
• The product sent to Xlab for return does not include all enclosed accessories, attachments, or packaging, and is not in new or like-new condition (cracks, dents, scratches, etc.).
• Legal proof of purchase, receipt, or invoice is not provided, or there is reasonable grounds to believe it has been forged or altered.
• Product defects or damage caused by unauthorized use or modification, including exposure to moisture, foreign substances (water, oil, sand, etc.), improper installation or operation.
• Product labels, serial numbers, waterproof markings, or authentication seals show signs of forgery or alteration.
• Product damage caused by uncontrollable external factors such as fire, flood, strong winds, and lightning.
• The product is not delivered to Xlab within 7 days after receiving return and refund confirmation from Xlab.
• Other circumstances specified in this policy.

Return & Refund Guidelines

To request a return and refund, please submit your request within 7 days from the day after receiving the product.

Please contact the Xlab A/S team via the Contact button above. We will review your return and refund request within 2 business days.

Note: Refund processing may be delayed during promotional periods.

Refund Timeline

Xlab will process the refund within 3 business days after product retrieval and inspection. Refunds will be returned using the same payment method used for the original purchase. The subsequent processing takes approximately 7-14 business days depending on your bank or credit card company.

Return Shipping Policy

For change-of-mind returns, the customer is responsible for return shipping costs. For returns due to product defects or misrepresentation, Xlab covers round-trip shipping costs.

Replacement Service Request

You may request a replacement service for gimbal camera products if one of the following conditions is met.

Please submit your request within 7 days from the day after receiving the product.

• The product was damaged during shipping, and you can provide a damage certificate issued by the carrier to Xlab.
• The product does not match the original product description in one or more significant aspects.
• The product has a manufacturing defect.

Replacement Service Not Applicable

• The service is requested after the 7-day replacement period designated by Xlab from the day after product receipt.
• Legal proof of purchase, receipt, or invoice is not provided, or there are reasonable grounds to believe it has been forged or altered.
• The product sent to Xlab for exchange does not include all enclosed accessories, attachments, or packaging, or contains items damaged by the user.
• Xlab determines the product has no defects after conducting all appropriate tests.
• Product defects or damage caused by unauthorized use or modification, including exposure to moisture, foreign substances (water, oil, sand, etc.), improper installation or operation.
• Product labels or serial numbers show signs of alteration or modification.
• Product damage caused by uncontrollable external factors such as fire, water, strong winds, and lightning.
• The product is not returned to Xlab within 7 days after receiving exchange confirmation from Xlab.
• Other circumstances specified in this policy.

Replacement Guidelines

To request a product replacement, please contact the Xlab A/S team via the Contact button above within 7 days from the day after receiving the product.

Exchange Shipping

Xlab is responsible for round-trip exchange shipping costs only for products sent for exchange due to performance defects.

Warranty Service

You may apply for product warranty service if performance issues occur during the valid warranty period.

Warranty repair service requires the following conditions:

• Within the warranty period, with no history of use that violates the manufacturer's policies and regulations, or abnormal/unauthorized use.
• Within the warranty period, with no signs of unauthorized modification, disassembly, or installation.
• No signs of alteration or modification of product labels, serial numbers, waterproof marks, or authenticity marks.
• Must present verifiable purchase receipt or order number.

Warranty Service Not Applicable

• The 12-month warranty period has expired.
• Legal proof of purchase, receipt, or invoice is not provided, or there are reasonable grounds to believe it has been forged or altered.
• The product sent to Xlab for exchange does not include all enclosed accessories, attachments, or packaging, or contains items damaged due to user fault.
• Xlab's appropriate testing determines that there are no performance issues with the product.
• Product defects or damage caused by unauthorized use or modification, including exposure to moisture, foreign substances (water, oil, sand, etc.), improper installation or operation.
• Product labels, serial numbers, waterproof markings, or authentication seals show signs of forgery or alteration.
• Product damage caused by uncontrollable external factors such as fire, flood, strong winds, and lightning.
• Other circumstances specified in this policy.

Repair Service Request

If performance defects occur during the valid warranty period, please contact the Xlab A/S team via the Contact button above to request a repair.