Return and exchange policy

 

Welcome to Xaliveron (hereinafter referred to as “we”, “us”, or “our”). This Return and Exchange Policy explains the applicable timeframes, eligibility conditions, procedures, and related responsibilities for returns and exchanges after products purchased through our online store have been delivered.

1. Return and Exchange Validity Period

Return or exchange requests may be submitted within 30 days from the date the product is successfully delivered and signed for. Requests submitted after this period may not be accepted.

2. Conditions for Return or Exchange

Within the valid return period, requests may be accepted under the following circumstances:

• The product shows visible appearance defects.
• The product has quality-related issues that affect normal use.
• The product has an unusual odor or significant color differences.
• The received item does not match the order information.
• A return or exchange is requested without a specific reason.

3. Return Procedure

To request a return, please follow the steps below:

• Please contact us via email or customer service phone and provide your order number, payment confirmation, the reason for return, and any relevant photos or videos, if applicable.
• Our customer support team will review your request as soon as possible. If approved, you will be notified and provided with the designated return address and related instructions.
• Please send the product to the specified return address and retain any shipping confirmation or tracking information for reference.
• Once the returned product is received and inspected, a refund will be arranged if the return meets the stated conditions.

4. Exchange Procedure

If you wish to request an exchange, please follow the steps below:

• Contact us via email or customer service phone and submit your exchange request, including the order number, payment confirmation, the reason for exchange, and any supporting photos or videos.
• After review and approval, return instructions and the designated return address will be provided.
• Please return the product according to the provided instructions and wait for confirmation of receipt.
• After inspection and approval, the replacement product will be shipped within 1–3 business days.

5. Refund Process

Refunds are processed according to the following guidelines:

• Refunds are issued to the original payment method used at checkout, such as Visa or MasterCard.
• Depending on the processing speed of the issuing bank, refunds are typically credited within 1–5 business days.
• If the refund is not received within this timeframe, please contact our customer service team for further assistance.

6. Cost Responsibility

Responsibility for return shipping costs is determined as follows:

• If the return or exchange is due to appearance defects, quality issues, unusual odor, significant color differences, or an incorrect item, return shipping costs will be covered by us.
• If the return or exchange is requested without a specific reason, return shipping costs will be the responsibility of the customer.

7. Responsibility Statement

Returned products must be securely packaged and include all original components and accessories. Returns that are damaged due to improper packaging, handling, or misuse may affect the outcome of the return or exchange request.

8. Return Label

A return label may be included inside the package or provided after approval, depending on the specific situation. Please follow the provided instructions carefully to ensure accurate identification and efficient processing of your return.

9. Contact Information

If you have any questions regarding this Return and Exchange Policy or require assistance, please contact us using the information below:

Contact address: 13294 Via Santillana, San Diego, CA 92129, United States
Customer service phone: +1 (530) 801-9702
Customer service email: support@xaliveron.com
Online hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Europe/London, GMT/BST)