Return and exchange policy
1. Return and Exchange Period
Returns or exchanges may be requested within 30 days of receiving the product. Requests submitted after this period will not be processed.
2. Return and Exchange Conditions
You may request a return or exchange within the eligible period under the following circumstances:
(1) Visible appearance issues
(2) Product quality problems
(3) Abnormal odor or significant color difference
(4) Product does not match the order
(5) Return or exchange without reason
3. Return Process
(1) Please contact us by email or phone with your order number, proof of payment, return reason, and supporting photos or videos.
(2) Our customer service team will review your request. Once approved, we will provide the return address and notify you accordingly. Please return the product with all accessories, materials, and the return label included in the original packaging.
(3) Send the product to the designated return address and wait for receipt confirmation.
(4) After inspection, if the issue is confirmed, a refund will be arranged. Please refer to the Refund Policy for details.
4. Exchange Process
(1) Please submit an exchange request by email or phone with the required order and payment details, along with supporting materials.
(2) Once approved, we will provide the return address. Please return the product with all accessories, materials, and the return label in the original packaging.
(3) After we receive and inspect the product, a replacement will be shipped within 1–3 business days if the issue is confirmed. For delivery details, please refer to the Shipping Policy.
5. Refund Process
Refund Method: Refunds are issued to the original payment card, including American Express, Discover, Mastercard, and VISA.
Processing Time: Refunds usually take 10–15 business days, depending on the bank. Please contact us if the refund is delayed.
6. Cost Responsibility
(1) We cover return shipping costs for issues related to product defects or incorrect items.
(2) Customers are responsible for return shipping costs for no-reason returns or exchanges.
7. Liability Statement
We are responsible only for requests that comply with this policy and procedure.
Missing accessories, materials, or return labels may affect processing.
Please keep the product and all packaging until the process is complete.
8. Contact Us
Contact Address: 66592 5TH ST,DSRT HOT SPGS,CA 92240,United States
Customer Service Phone: +1 (559) 710-9208
Customer Service Email: customer@xavikento.com
Online Service Hours: Monday to Friday, 10:00–17:00 (Australia/Sydney, AEST/AEDT)