Return and exchange policy

Xelmorqian (hereinafter referred to as “we”) aims to make every purchase as smooth as possible. If the product you receive does not meet expectations, you may request a return or exchange following the guidelines below. Each package includes a return label and basic return instructions inside the parcel.

1. Eligibility Period

Return or exchange requests can be submitted within 35 days after the order is marked as delivered. Requests made after this period may not be accepted.

2. Eligible Cases

Returns or exchanges may generally be accepted in the following situations:

• Item arrives with visible damage or defects

• Product has quality or functional issues

• Received item does not match the order

• Noticeable odor or color difference

• No longer needed item (non-quality related reasons)

3. Return Procedure

To initiate a return, please contact us via email or phone with your order details and a description of the issue. Supporting photos or videos are recommended.

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

Please ensure the item is packed properly, including:

• The product itself

• All accessories and components

• Original packaging

• The return label included inside the package

After shipping the item back, please wait for confirmation of receipt. Once received, we will inspect the item and proceed with the appropriate resolution.

4. Exchange Process

The exchange process follows a similar structure:

• Submit an exchange request with order details and supporting evidence

• After approval, return instructions will be provided

• Return the item in full packaging as required

• Once received and verified, the replacement item will be shipped out

5. Refund Method & Timeframe

Refunds will be issued to the original payment method (such as VISA or Mastercard).

Processing typically takes 3–5 business days. Actual arrival time may vary depending on the payment provider.

6. Shipping Cost Responsibility

• If the issue is due to product defects, damage, or wrong item, return shipping costs will be covered by us

• If the return is due to personal reasons, shipping costs will be borne by the customer

7. General Responsibility

Returned items must be kept in good condition and properly packaged. We are not responsible for damage caused during return shipping due to 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)