Return & Refund Policy

Return & Refund Policy – Xilveno

1. Overview
At Xilveno, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help. This policy outlines the conditions under which returns, refunds, and exchanges are accepted.

2. Return Eligibility
You may request a return if:

  • The item was received damaged, defective, or incorrect
  • The item is unused, in original condition, and in original packaging
  • The return request is made within 30 days of delivery

Items that do not meet these conditions may not be eligible for a return.

3. Non-Returnable Items
The following items cannot be returned:

  • Used or worn items
  • Personal care or hygiene products
  • Perishable goods
  • Gift cards or promotional items
  • Items marked as “Final Sale”

4. Return Process
To initiate a return:

  • Contact us through our website with your order number and reason for return
  • Provide clear photo or video evidence if the item is damaged or incorrect
  • Wait for return approval and instructions

⚠️ Do not send items back without approval, as they may not be accepted.

5. Refund Policy
Refunds are issued in the following cases:

  • Damaged or defective product
  • Wrong item received
  • Item not delivered within a reasonable extended timeframe

Once your return is approved:

  • Refunds are processed within 5–10 business days
  • You will be notified once the refund has been completed

6. Refund Method

  • Refunds are issued to the original payment method used during checkout
  • Processing time may vary depending on your bank or payment provider

7. Return Shipping Cost

  • Customers may be responsible for return shipping costs
  • If the item is defective or incorrect, we may cover the return cost or offer a full refund without requiring return
  • Original shipping fees (if any) are generally non-refundable

8. Exchanges
We only replace items if they are:

  • Defective
  • Damaged
  • Incorrect

If you need an exchange, contact us and we will arrange a replacement where possible.

9. Late or Missing Refunds
If you haven’t received your refund:

  • First check your bank account again
  • Contact your card provider or payment service
  • If the issue still persists, contact us for support

10. Order Cancellation

  • Orders can only be canceled within 12 hours of purchase
  • After processing has begun, cancellation may not be possible

11. Delivery Issues & Refunds
Refunds may be considered if:

  • The product is significantly delayed beyond the estimated delivery time
  • The order is confirmed lost in transit

12. Damaged or Incorrect Items
If your item arrives damaged or incorrect:

  • Contact us within 48 hours of delivery
  • Provide photo/video proof
  • We will offer a replacement or full refund

13. Policy Updates
Xilveno reserves the right to update this Return & Refund Policy at any time. Changes will take effect immediately upon posting on this page.

At Xilveno, we aim to make your shopping experience risk-free and reliable. Thank you for shopping with us.