Refund policy
Returns & Refund Policy
Last Updated: 11 July 2026
At Xenvora, we want you to shop with confidence. That's why we offer a 30-Day Money-Back Guarantee.
If you're not completely satisfied with your purchase, you may request a return within 30 days of delivery, provided your item meets the eligibility requirements outlined below.
1. Return Eligibility
To qualify for our 30-Day Money-Back Guarantee, your item must:
- Be returned within 30 days of delivery.
- Be unused, undamaged, and in its original condition.
- Be returned in its original packaging.
- Include all accessories and components where applicable.
- Be accompanied by proof of purchase or your order number.
Items that do not meet these requirements may not be eligible for a refund.
2. Non-Returnable Items
The following items cannot be returned unless they arrive damaged, defective, or incorrect:
- Gift cards
- Personalised or customised products
- Clearance or final sale items
- Personal care products where applicable
- Items that have been used, damaged after delivery, or returned without their original packaging
3. How to Start a Return
To request a return, please contact our support team before sending your item back.
Email: info@shopxenvora.com
Please include:
- Your full name
- Order number
- Reason for the return
- Clear photographs (if the item is damaged, faulty, or incorrect)
Once your request has been reviewed, we'll provide you with the next steps.
Please do not return any item without contacting us first.
4. Damaged, Faulty or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of both the product and its packaging
We'll review your request and work quickly to provide an appropriate resolution, which may include a replacement, refund, or another suitable solution.
5. Refunds
Once your returned item has been received and inspected, we'll notify you of the outcome.
If your refund is approved, it will be issued to your original payment method.
Please note that your bank or payment provider may take several business days to process and post the refund after it has been issued.
6. Return Shipping
Unless the item is damaged, defective, or incorrect, customers are responsible for the cost of returning eligible items.
Original shipping charges are non-refundable unless otherwise required by applicable law.
For your protection, we recommend using a tracked shipping service, as we cannot be responsible for returns lost during transit.
7. Order Cancellations
If you wish to cancel your order, please contact us as soon as possible.
Orders that have not yet been processed may be cancelled for a full refund.
Once an order has been dispatched, it cannot be cancelled and will instead need to follow our returns process.
8. Exchanges
We do not currently offer direct exchanges.
If you wish to purchase a different item, please return your original purchase (if eligible) and place a new order through our website.
9. Contact Us
If you have any questions regarding this Returns & Refund Policy or need assistance with a return, please contact us.
Email: info@shopxenvora.com