Refund policy

Return & Refund Policy

At XEENO, customer satisfaction is our priority. This Return & Refund Policy applies to all purchases made on xeeno.store.

General Policy

XEENO may update this policy at any time, and any changes will take effect immediately upon posting on our website. By using our website and placing an order, you agree to our return and refund terms.

All return and refund requests must be submitted within 30 days from the delivery date. Requests submitted after 30 days may be denied at our discretion.

If you wish to cancel an order, please check if cancellation is still possible at that stage. Once an order is forwarded to our US warehouse for fulfillment, cancellation cannot be guaranteed, though we will make every effort to stop it.

If we are unable to fulfill your order within the stated processing time due to stock shortage or unforeseen circumstances, we will promptly cancel the order and issue a full refund.

If you receive damaged or defective products and provide clear evidence, XEENO will provide a prepaid return shipping label within 3 business days. Refunds will be processed once the returned item shows as "in-transit" with the carrier.

For change-of-mind or non-defective returns, acceptance is not mandatory and will be evaluated case-by-case according to our policy below.

If a return for non-defective items is approved, XEENO reserves the right to charge a restocking and repackaging fee not exceeding 35% of the total order value.

XEENO products come with standard quality assurance. Warranty terms, if applicable, will be mentioned on the specific product page.

When a refund or reshipment is approved, refunds will be issued within 3 business days and replacements will be shipped within 5 business days.

Customers must ship back approved returns within 15 calendar days of receiving the return label. Failure to meet this deadline may result in forfeiture of your refund.

All after-sales requests require valid evidence such as photos or videos. Failure to provide adequate proof within the requested timeframe may result in denial of your request.

XEENO reserves the sole right to determine whether submitted evidence is valid and sufficient.

1. Refund Request Timing

You are entitled to a full refund if your order has not been dispatched within the estimated processing time shown on your order.

For Unshipped Orders:
- If your refund request is made after the stated processing time has passed, your refund will be issued automatically.
- If your request is made within the stated processing time, we will review and respond within 3 business days. If we fail to respond within this period, the refund will be issued automatically.

For Shipped Orders:
- If your refund request is made after shipment, we will review it within 3 business days and either approve or deny it with a reason. If no response is provided within 3 business days, the refund will be issued.

2. Packages Returned During Transit

If your package is returned to our US warehouse due to a carrier error and you request a refund, we will process the refund within 3 business days. If you prefer a reshipment, we will dispatch a new package within 5 business days.

Exceptions where refund/reshipment may not apply:

- Incorrect or incomplete address provided by customer
- Customer refused to accept delivery
- For customer pick-up orders, XEENO is not responsible for logistics-related issues.

3. Packages Damaged During Transit

If your package or product is damaged during shipping and you provide valid proof (such as carrier confirmation or photos of damage), XEENO will issue a full refund within 3 business days or initiate a reshipment within 5 business days, per your preference.

4. Incorrect Shipping Information

If you entered incorrect recipient information, please contact us immediately at xeeno.support@gmail.com.

We will attempt to update the information if the order has not yet shipped. Once shipped, you must contact the shipping carrier directly to correct delivery details.

If a product is delivered to a wrong address due to customer error, returns and refunds will be at XEENO's discretion. If we agree to accept the return, the customer will be responsible for return shipping costs.

If an order cannot be corrected or returned, the customer will bear any resulting loss.

5. Defective, Damaged, or Incorrect Products

This includes broken packaging, products significantly different from description, missing parts, wrong items, or quality defects.

If you experience any of these issues, submit a refund or replacement request with clear photos or videos showing the defect.

We will review your evidence within 3 business days.

- If evidence is unclear, we may deny the request or ask for more proof.
- If evidence is valid and return is required, we will provide a prepaid return label within 3 business days and issue a refund within 3 business days once tracking shows the item is in-transit.
- If return is not required, refund will be processed within 3 business days.
- If you choose replacement and proof is valid, we will ship the replacement within 5 business days. If out of stock, we will issue a refund or allow you to reorder when back in stock.

6. Shipping & Logistics Issues

6.i: Invalid Tracking Number
If tracking provided is confirmed to be invalid and we fail to provide correct tracking within 3 business days, you will receive a full refund.

6.ii: No Tracking Updates
If there is no tracking update for more than 7 business days, you may request a refund and we will process it within 3 business days.

6.iii: Major Delivery Delays
If actual transit time exceeds our estimated delivery time by 10 days or more with no valid tracking update, you are entitled to a refund within 3 business days of request.

6.iv: Shipping Method
All orders are shipped via our selected US carriers. If multiple shipping options are available at checkout, we will ship using your selected method. If listing states "Carrier Selected by Seller," we reserve the right to choose the most efficient carrier.

6.v: Separate Shipments
Each order is shipped separately to its designated address. We do not combine multiple orders into one shipment unless you have given explicit consent.

7. Force Majeure & Disputes

During public holidays, extreme weather, pandemics, or other exceptional circumstances, please contact xeeno.support@gmail.com for assistance.

We commit to resolving such issues within a maximum of 2 weeks.

If you are not satisfied with our resolution, you may open a formal dispute and our support team will facilitate further handling.

Refund policy

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