Return and Exchange Policy

 

This Return & Exchange Policy applies to purchases made through the Xenalivra online store (hereinafter referred to as “we”). It explains the eligibility period, applicable conditions, procedures, and related responsibilities. All orders are processed online.

1. Eligibility Period

• Return or exchange requests may be submitted within 45 days from the date of delivery

• Requests submitted after this period will not be accepted

2. Eligible Situations

Within the eligibility period, requests may be accepted under the following circumstances:

• The item has visible appearance issues

• The item has quality-related issues affecting normal use

• The item has an unusual odor or significant color variation

• The received item does not match the order details

• The item is unused, complete, and a return or exchange is requested without a specific reason

3. Return Procedure

• Step 1: Submit a request
  Contact us via email or phone and provide the order number, payment proof, return reason, and relevant photos or videos

• Step 2: Review and confirmation
  We will review the request and, if approved, provide return instructions

• Step 3: Send the item back
  Please return the item to the following address: 1009 GRIBBLE DR, FRANKLIN, OH 45005, United States

• Step 4: Inspection and handling
  After receiving the returned item, we will inspect its condition

  • If the inspection confirms the reported issue, the refund process will be initiated

4. Exchange Procedure

• Step 1: Submit an exchange request
  Contact us with the order number, payment proof, exchange reason, and supporting materials

• Step 2: Approval and return
  Once approved, return the item to the address below: 1009 GRIBBLE DR, FRANKLIN, OH 45005, United States

• Step 3: Replacement shipment
  After inspection confirms eligibility, a replacement item will be shipped within 1–3 working days

5. Refund Arrangement

• Refund method:
  Refunds will be returned to the original payment card used at checkout (Visa, MasterCard)

• Processing time:
  Depending on the card issuer, refunds are expected to be credited within 1–3 working days
  If a delay occurs, please contact us for assistance

6. Costs and Return Label

• For returns or exchanges due to appearance issues, quality issues, odor, significant color variation, or incorrect items, return shipping costs are covered by us

• For returns requested without a specific reason, return shipping costs are the responsibility of the requester

• A return label is included inside each package to assist with the return process

7. Responsibility Statement

• Please ensure the item is securely packaged when returning

• Damage caused by improper packaging may affect eligibility

• All outcomes are determined based on the actual condition of the returned item

8. Contact Us

If you have any questions regarding return or exchange requests, processing status, or related conditions, you may contact us using the following contact details.

Address: 1009 GRIBBLE DR, FRANKLIN, OH 45005, United States
Telephone: +1 (845) 500-0534
Email address: support@xenalivra.com
Opening hours: Monday to Friday, from 9:00 AM to 6:00 PM (Europe/London, GMT/BST)