Return and exchange policy

 

We aim to provide reliable products and a pleasant shopping experience.

1. Return Time Limit
You may request a return or exchange within 30 days of receiving your order.

2. Accepted Return or Exchange Cases
Returns or exchanges are accepted if:

The item has visible defects;
The item has quality issues;
The item has an unusual smell or clear colour differences;
The item received does not match the order;
You wish to return the item without reason, provided it is unused and in original packaging.

3. Return Process
Contact customer service with your order number, proof of payment, reason for return, and photos if needed;
After approval, we will provide the return address;
Send the item back and keep the shipping receipt;
Once the item is received and checked, we will issue a refund.

4. Exchange Process
Submit an exchange request following the same steps as a return;
Return the item after approval;
A replacement will be sent within 1 to 3 business days after inspection.

5. Return Label
A return label is included in the package. Please attach it to the returned parcel.

6. Refund Time
Refunds are processed within 1 to 5 business days after approval.

7. Return Shipping Costs
We cover return shipping for defective or incorrect items;
Customers are responsible for shipping costs for returns without reason.

8. Liability Notice
Damage caused by improper use or external factors is not covered. We are not responsible for delays due to force majeure.

9. Contact Details

Address: 309 CAMELLIA DR,ANDERSON,SC 29625-2730,United States

Customer Service Phone: +1 (854) 901-2543

Customer Service Email: assist@xavivella.com

Service Hours: Monday to Friday, 9:00–18:00 (Europe/London, GMT/BST)