Return and exchange policy
1. Return and Exchange Period
You may apply for a return or exchange within 30 days from the date you receive the product. Requests submitted after this period will not be accepted.
2. Return and Exchange Conditions
Within the valid period, you may apply for a return or exchange under the following circumstances:
(1) The product has obvious appearance defects
(2) The product has quality issues
(3) The product has an unusual odor or significant color difference
(4) The received product does not match the order details
(5) Return or exchange without reason
3. Return Process
(1) Please contact us by email or phone to submit a return request and provide your order number, proof of payment, reason for return, and relevant photos or videos.
(2) Our customer service team will review your request as soon as possible. Once approved, we will notify you using your provided contact information and supply the return address.
Please securely package the product together with all accessories, materials, and the return label included in the original packaging, and send it to the provided address while awaiting receipt confirmation.
(3) Please return the product to the designated return address and wait for us to receive it.
(4) After receiving the product, we will conduct an inspection promptly. If the inspection confirms the reported issue, we will arrange a refund. For more details, please refer to the Refund Policy.
4. Exchange Process
(1) Please contact us by email or phone to submit an exchange request and provide your order number, proof of payment, reason for exchange, and relevant photos or videos.
(2) Our customer service team will review your request promptly. Once approved, we will notify you and provide the return address. Please place the product, all accessories, materials, and the return label back into the original packaging and send it to the designated address.
(3) Please return the product to the specified return address and wait for us to receive it.
(4) After the product is received and inspected, if the issue is confirmed, we will arrange shipment of the replacement item within 1–3 business days. For delivery timelines, please refer to the Shipping Policy.
5. Refund Process
Refund Method: Refunds will be returned to the original payment card used for the purchase, including but not limited to American Express, Discover, Mastercard, and VISA.
Processing Time: Depending on the card-issuing bank, refunds are expected to be completed within 10–15 business days. If the refund is not received after this period, please contact us for assistance.
6. Cost Responsibility
(1) For returns or exchanges caused by appearance defects, quality issues, unusual odor, significant color differences, or incorrect items, the return shipping cost will be covered by us.
(2) For returns or exchanges without reason, the return shipping cost must be borne by the customer.
7. Liability Statement
We are only responsible for return and exchange requests that meet the conditions of this policy and follow the prescribed procedures.
Failure to include all accessories, materials, or the return label from the original packaging may affect the outcome of the return, exchange, or refund.
Please retain the product and all original packaging materials until the return or exchange process is fully completed.
8. Contact Us
Contact Address: 837 COUNTRY CLUB DR SE APT 2C,RIO RANCHO,NM 87124,United States
Customer Service Phone: +1 (575) 223-0377
Customer Service Email: solutions@xaviflora.com
Online Service Hours: Monday to Friday, 10:00–17:00 (Australia/Sydney, AEST/AEDT)