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Service Policy

 

This Service Policy applies to your access to and use of the Xenalivra online store (hereinafter referred to as “we”). It explains the basic rules governing website services and related responsibilities. All services are provided online only, with no offline sales involved.

1. Scope of Application

  • This policy applies to your browsing, ordering, payment, and after-sales activities on the website

  • Continued use of the website indicates your acceptance of this policy

2. User Accounts and Website Responsibility

  • You are required to provide accurate information when placing an order or using related functions

  • You are responsible for safeguarding your account and order-related information

  • We take reasonable measures to maintain normal website operation

3. Products, Inventory, and Pricing

  • Product information is based on the content displayed on the website

  • Inventory levels and prices may be adjusted according to actual circumstances

  • Final order details are determined by the information shown at the time of order confirmation

4. Orders and Payment

  • Orders enter the processing stage only after payment has been successfully completed and confirmed

  • Successful payment is required for an order to be considered valid

5. Shipping Policy

  • After order confirmation, orders are typically processed and dispatched within 1–3 working days
  • Once dispatched, the estimated delivery time is 6–12 working days
  • Shipping fees are calculated based on the order value
  • Orders with a total value of £90 or more (including £90) qualify for free shipping
  • Orders with a total value below £90 are subject to a flat shipping fee of £9.99
  • All product prices include applicable taxes, and no additional duties or extra charges will be applied at checkout
  • For more information, please refer to our Shipping Policy page

6. Order Cancellation

  • If an order has not yet been dispatched, you may request cancellation within 48 hours of placing the order
  • Orders that have entered the dispatch process can no longer be cancelled
  • If cancellation is not available, you may submit a return and refund request after receiving the item
  • Approved refund requests are usually processed within 1–3 working days
  • For further details, please refer to our Order Cancellation Policy page

7. Returns and Exchanges

  • Within 45 days from the date of delivery, eligible items may be returned or exchanged
  • Return or exchange requests must be submitted via email or phone, along with the order number and required supporting materials
  • Once approved, we will provide the return address and further instructions
  • For full details on conditions and procedures, please refer to our Return and Exchange Policy page

8. Refund Information

  • Eligible orders will enter the refund process

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

  • Refunds are expected to be credited within 1–3 working days; please contact us if delays occur

9. Disputes and Applicable Rules

  • In the event of a dispute, both parties should first attempt to resolve the issue through mutual consultation

  • We follow applicable UK rules, including GDPR principles

  • We reserve the right to update this policy

10. Privacy and Data Protection

  • Information is handled in accordance with the privacy policy published on the website

11. Intellectual Property

  • Website content is protected by applicable rights

  • Unauthorised use is not permitted

12. Limitation of Liability

  • We accept responsibility only within reasonable and applicable limits

13. Policy Updates

  • This policy may be updated based on operational needs

  • Updated content will take effect once published on the website

14. Contact Information

If you have any questions regarding this Service Policy or the website services, 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)