Return and exchange policy

Xelmorqian (hereinafter referred to as “we”)

At Xelmorqian, our goal is to make every purchase as smooth and satisfying as possible. If the product you receive does not meet your expectations, you may request a return or exchange in accordance with the policy below. For your convenience, each package also includes a return label and basic return instructions.

1. Eligibility Period

You may request a return or exchange within 35 days from the date of delivery.

Requests made after this period may not be eligible for processing.

2. Eligible Cases

We generally accept returns or exchanges in the following situations:

• The item arrives damaged or defective
• The product has quality or functional issues
• The received item does not match your order
• Noticeable color differences or unexpected odor
• The item is no longer needed (non-quality-related reasons)

3. Return Procedure

To initiate a return, please contact us by email or phone and provide your order details along with a description of the issue. Photos or videos are strongly recommended to help us process your request more quickly.

Once your request is reviewed and approved, we will provide the return address and detailed instructions.

Please ensure the item is securely packaged, including:

• The product itself
• All accessories and components
• Original packaging (if available)
• The return label included in the parcel

After returning the item, please wait for confirmation once it has been received. We will inspect the product and arrange the appropriate solution.

4. Exchange Process

The exchange process follows similar steps:

• Submit your exchange request with order details and supporting evidence
• Once approved, return instructions will be provided
• Send the item back with all required packaging
• After inspection and confirmation, the replacement item will be shipped

5. Refund Method & Timeframe

Refunds are issued to your original payment method (such as VISA or Mastercard).

Processing typically takes 3–5 business days. However, the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

6. Shipping Cost Responsibility

• If the return is due to a defect, damage, or incorrect item, return shipping costs will be covered by us
• If the return is due to personal reasons, the customer is responsible for the shipping costs

7. General Responsibility

Returned items must be kept in good condition and properly packaged. We are not responsible for any damage caused during return transit due to insufficient or improper packaging.

8. Contact Information

Contact Address: 4620 S 450 E, OGDEN, UT 84405, United States
Customer Service Phone: +1 (516) 404-5560
Customer Service Email: care@xelmorqian.com
Service Hours: Monday to Friday, 9:00–18:00 (EST)