Refund & Exchange Policy
30 Days Return Policy
You have 7 days to contact us and 30 days to return it from the date it was received. If this item is in your possession more than 7 days, it is considered used and WE WILL NOT ISSUE YOU A REFUND OR REPLACEMENT. There are NO EXCEPTIONS! Shipping cost is bear by buyer.
We will only accept the return or refund if the product having Quality Problem.
Quality Problem refers to Broken/Defective/Wrong Item with proof of picture on the product.
For item which contains size such as clothing, please strictly follow the size chart to select the size. DO NOT SELECT DIRECTLY ACCORDING TO YOUR HABITS. It is buyer's responsible if select an incompatible size. Xanelo WILL NOT ACCEPT ANY RETURN OR REFUND ON THIS SIZE MISTAKE ISSUE.
All returned items MUST BE in the original packaging and you MUST PROVIDE us with the shipping tracking number, specific reason for the return, and your Order Number.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Cancellation or Modify An Order (if applicable)
If you need to cancel or modify your order, contact our customer service at sales@Xanelo.com within 24 hours after order made. Please include the order number of the item(s) that you would like to cancel or modify to ensure accuracy.
Cancellation Fee of USD 8 or 10% of the total order will be charged (whichever is higher).
Please keep in mind, if your order has been processed already, you CANNOT CANCEL or MODIFY IT.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange.
If you are approved, then your exchange will be processed. New Tracking number will be sent to your email once we ship it.
Refunds DO NOT include any shipping and handling charges shown on the packaging slip or invoice. Shipping charges for all returns must be prepaid and insured by buyers. Buyer is responsible for any loss or damage to hardware during shipment. We do not guarantee that we will receive your returned item (s). Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping.
Late or missing refunds (if applicable)
If you haven’t received an exchange yet, first check your email & trace your parcel with the new given tracking number.
If you’ve done all of this and you still have not received your exchange yet, please contact us at sales@Xanelo.com.
Sale items (if applicable)
Only regular priced items may be exchanged, unfortunately, sale items cannot be exchanged.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@Xanelo.com.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.