Refund Policy

Xelmorqian (hereinafter referred to as “we”) has established this Refund Policy to explain eligible refund cases and the related processing steps, ensuring a clear and smooth after-sales experience.

1. Eligible Refund Cases

Refund requests are generally accepted under the following conditions:

• Item arrives damaged or with quality issues

• Product is defective or not functioning properly

• Item received does not match the order

• Noticeable odor or significant color variation

• Orders confirmed eligible for return

2. Refund Process

Refund requests are typically handled through the following steps:

• Contact us with order details, payment proof, and a description of the issue (photos or videos are recommended)

• Once approved, return instructions will be provided if the item needs to be sent back

• The returned item will be inspected after receipt before refund processing begins

Refunds will be arranged once verification is completed.

3. Refund Method

Refunds will be issued to the original payment method used at checkout, including VISA, Mastercard, and other supported payment methods.

4. Processing Time

Once the returned item is received and verified, refunds are generally processed within 3–5 business days.

The actual arrival time may vary depending on the payment provider.

5. Shipping Fee Notes

• If the refund is due to product issues (damage, defect, or incorrect item), related costs will be covered by us

• If the refund is not related to product issues, shipping costs may not be included in the refund

6. Important Notes

Refunds will only be processed after the returned item is received and confirmed to meet the required conditions. Please ensure the item is returned in proper condition to avoid delays in processing.

7. 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)