Refund Policy

 

This policy applies to all purchases made through the Xenolirto (hereinafter referred to as “we”) online store and explains the applicable conditions, procedures, and responsibilities related to returns and exchanges.

1. Validity Period

You may submit a return or exchange request within 30 days from the date of receipt of the product, provided the conditions outlined in this policy are met.

2. Eligible Conditions

Within the valid period, products may be returned or exchanged under any of the following circumstances:

1. The product has visible appearance issues;

2. The product has quality-related issues;

3. The product has an unusual odor or significant color differences that affect normal use;

4. The received product does not match the order details;

5. Return or exchange without a stated reason.

3. Return and Exchange Procedure

The return and exchange process is the same and follows the steps below:

1. Contact us via email or phone to submit a return or exchange request, and provide the following information:

   • Order number

   • Proof of payment

   • Reason for return or exchange

   • Relevant photos or videos

2. Our customer service team will review your request. Once approved, we will notify you using your provided contact details and share the return address;

3. Please send the product back to the designated return address and wait for us to receive it;

4. After we receive the returned product, it will be inspected:

   • For return requests, if the inspection confirms the reported issue, we will arrange a refund in accordance with the refund details below;

   • For exchange requests, if the inspection confirms the reported issue, we will arrange shipment of a replacement product within 1–3 business days.

Return Address :
Address: 4403 29th Ave S, Seattle, WA 98108-1687, US

4. Refund Arrangement

Once the return request is confirmed and the returned product passes inspection, we will process the refund within 1–3 business days.
Refunds will be issued to the original payment method used at checkout (such as bank card, Visa, MasterCard, etc.).
If the refund has not been processed after the stated period, please contact us for assistance.

5. Cost Responsibility

1. If the return or exchange is due to appearance issues, quality issues, odor, significant color differences, or incorrect items, the related shipping costs will be covered by us;

2. If the return or exchange is requested without a stated reason, the return shipping costs shall be borne by you.

6. Responsibility Statement

• Please ensure the product is securely packaged when returning it to avoid damage during transit;

• Damage caused by improper packaging may affect the outcome of the return or exchange request;

• All requests will be handled based on the actual inspection results of the returned product.

7. Return Label

A return label is included in each package to facilitate the return process when applicable.

8. Contact Us

If you have any questions regarding this Return & Exchange Policy or the application process, please contact us using the details below:

Address: 4403 29th Ave S, Seattle, WA 98108-1687, US
Phone: +1 (347) 757-1117
Email: solutions@xenolirto.com
Business Hours: Business Hours: Monday to Friday, 9 AM – 6 PM (Australia/Sydney, AEST/AEDT)