Return & Refund Policy
At Xelvioren™, we want every customer to feel comfortable shopping with us.
This policy explains how we handle return requests, refunds, damaged items, and other related concerns.
1. Return Window
We offer a 30-day return period starting from the date your order is delivered.
To qualify for a return, the product must meet the following conditions:
- The item must be unused and in its original condition
- Any original packaging should still be included
- Tags, labels, or accessories must remain attached when applicable
- Proof of purchase or order confirmation must be provided
2. Requesting a Return
To request a return, please contact our support team at:
Email: service@xelvioren.com
If your request is approved, we will provide instructions for the next steps, including how and where to send the item back.
Please note:
- Returns must be authorized before being sent
- Items returned without prior approval may not be accepted
If you are unsure whether your order is eligible, please contact us before shipping anything back.
3. Damaged, Defective, or Incorrect Items
Please inspect your package as soon as it arrives.
If you receive an item that is:
- damaged during delivery
- defective
- incorrect
- missing important parts
please contact us promptly so we can review the issue and provide an appropriate solution.
When reaching out, it is helpful to include:
- your order number
- a short description of the issue
- clear photos of the item and packaging
4. Non-Returnable Items
Some products are not eligible for return. These may include:
- personalized or custom-made items
- hygiene-related or personal-use items
- perishable goods
- hazardous materials or restricted goods
- gift cards
We may also decline returns for:
- clearance or final sale items
- products that show signs of use, damage, or alteration caused after delivery
- items sent back without authorization
If you are unsure whether a product can be returned, please contact us before submitting a request.
5. Exchanges
We do not process direct exchanges in all cases.
If you would like a different item, size, or variation, the usual process is:
- request a return for the original item
- wait for return approval
- place a new order separately for the item you prefer
This helps avoid delays and ensures the replacement item is reserved correctly.
6. European Union 14-Day Withdrawal Right
For customers located in the European Union, you may have the right to cancel or return your purchase within 14 days of delivery, without providing a reason.
To qualify:
- the item must be unused
- it must be returned in its original packaging
- proof of purchase is required
This right applies where required by applicable consumer protection laws.
7. Refund Process
Once your returned item is received and reviewed, we will notify you regarding the status of your refund.
If the return is approved:
- the refund will be issued back to your original payment method
- processing may take up to 10 business days after approval
Please keep in mind that your bank, card issuer, or payment provider may need additional time to complete the posting of funds.
If you have not received your refund after 15 business days from approval, please contact us at service@xelvioren.com.
8. Return Shipping
If a return is approved, return instructions will be sent to you directly.
Please do not send products back to any address unless it has been provided or confirmed by our support team first.
In some cases, customers may be responsible for return shipping costs unless:
- the item arrived damaged
- the wrong item was received
- the product has a verified defect
9. Contact Information
For any questions about returns or refunds, please contact us:
Xelvioren™
Company: ECHO BARK INC
Address: 3724 Sunset Blvd, Los Angeles, CA 90026, United States
Phone: (323) 660-2275
Email: service@xelvioren.com
下面再给你一版更适合直接放在 Shopify 页面底部的简洁结尾文案：
Thank you for shopping with Xelvioren™.
We value your trust and aim to make every order experience clear, fair, and supportive for both you and your pet.