My experience with XREAL has been extremely disappointing and raises serious concerns about their business practices.
My experience with XREAL has been extremely disappointing and raises serious concerns about their business practices. I returned my order (OZ10310) in December using the prepaid return label provided by the company. I followed all instructions and provided full proof, including photos of the packaged item, the shipping label, and confirmation that the parcel was handed over to the carrier. For months, their support team kept delaying the process by asking for additional information and not providing any resolution. Now, after more than 4 months, they simply claim that the warehouse did not receive the item and that it is “too late” to investigate with the carrier. Because of these delays, I also lost the ability to open a dispute with my payment provider. This looks like a deliberate tactic: delay the case until all deadlines expire and then refuse the refund. I fulfilled all my obligations as a customer. The return was sent using THEIR label, so the shipping risk is clearly not mine. Shifting responsibility onto the customer in this situation is unacceptable. At this point, this feels very close to scam-like behavior. I strongly advise others to be cautious when ordering from this company, especially when it comes to returns and refunds.