Return and Exchange Policy

1. Return and Exchange Period

You may request a return or exchange within 30 days from the date the product is successfully delivered.

Requests submitted within this period will enter the review process. Requests submitted after the deadline are generally not accepted, unless under special circumstances which will be evaluated individually.

2. Applicable Conditions

Within the valid period, you may request a return or exchange if any of the following conditions apply:

• The product has functional defects or quality issues

• The product is damaged or has visible defects during transportation

• The product does not match the order details

• The product shows noticeable color differences or odor issues

• The product is unused and in good condition for reasonable return or exchange requests

3. Return Request Process

If you wish to return a product, please follow these steps:

1. Submit a request via customer service email or online support, including your order number, payment information, and a description of the issue (photos or videos are recommended)

2. After approval, we will provide the return address and instructions

3. Please send the product back as instructed and ensure proper packaging to avoid damage during transit

4. We will inspect the product upon receipt

5. Once approved, a refund will be processed

6. Return label: included with the product

4. Exchange Process

If you would like to exchange a product, please follow these steps:

• Contact customer service to submit an exchange request with your order details

• After approval, you will receive the return address and exchange instructions

• Return the original product and wait for confirmation

• After inspection, we will arrange reshipment within 1–3 business days

• After shipment, you can track the order through the provided tracking information

5. Refund Processing Time

Refunds will be processed within 1–5 business days after approval.

The funds will be returned to the original payment method (such as credit card). The actual arrival time depends on your bank or payment provider.

6. Fees

1. If the return or exchange is due to product quality issues or shipping errors, the related costs will be covered by us

2. If the return is due to personal reasons, the return shipping cost will be borne by the customer

7. Return Requirements

To ensure a smooth return process, please note:

• The product must remain in complete condition with no obvious signs of use

• Please retain the original packaging and all accessories whenever possible

• Return the product according to the provided address and instructions

• Returns sent without prior approval may not be processed

8. Contact Us

Address: 105 COOPERS LN, STAFFORD, VA 22554-1508, United States
Customer Service Phone: (201) 341-9161
Customer Service Email: customer@xelvortiqua.com
Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (EST)