Refund and Returns Policy for Xenas

Effective Date: January 2, 2025

At Xenas, we are dedicated to providing our customers with high-quality products and exceptional service. We understand that sometimes things don’t go as planned, and we want to ensure that you are satisfied with your purchase. Our Refund and Returns Policy outlines the steps to follow if you are not completely happy with your order.

1. Return Eligibility

We accept returns for most items purchased on Xenas.site within 30 days from the date of delivery. To be eligible for a return, the following conditions must be met:

  • The item must be unused, in its original packaging, and in the same condition as when you received it.
  • Any tags or labels on the product must not be removed.
  • You must provide proof of purchase, such as the order number or receipt.

Items that are not eligible for return include:

  • Personalized or custom products.
  • Perishable goods or items with an expiration date.
  • Gift cards and downloadable digital content.

2. Return Process

To initiate a return, follow these steps:

  1. Contact Us: Reach out to our customer service team via email (info@xenas.site) or phone ((607) 692-7636) to request a return authorization. Please provide your order number and the reason for the return.
  2. Return Authorization: Once your return request is approved, you will receive a return authorization number and instructions for returning the item.
  3. Return Shipping: You are responsible for the cost of return shipping unless the item was defective or damaged upon arrival. We recommend using a trackable shipping service to ensure the safe return of the product.
  4. Inspection: Once we receive your return, we will inspect the item to ensure it meets the return criteria.

3. Refunds

Once your return is processed and approved, we will issue a refund to the original payment method used for the purchase. Please allow 7-14 business days for the refund to be reflected in your account. The refund amount will be for the purchase price of the product, excluding any shipping or handling fees.

  • Partial Refunds: In some cases, partial refunds may be issued for items that are not returned in their original condition, are damaged, or have missing parts.

4. Exchanges

If you wish to exchange a product for a different size, color, or model, please follow the same steps as the return process. We will process the return and issue a new order for the exchange. Exchanges are subject to availability.

5. Defective or Damaged Items

If you receive an item that is defective or damaged, please contact our customer service team within 7 days of receipt. We will provide you with a return label and cover the return shipping costs. Once we receive the defective item, we will either issue a full refund or send a replacement, based on your preference.

6. Late or Missing Refunds

If you haven’t received your refund within the expected time frame, please:

  • Check your bank or credit card account.
  • Contact your payment provider to inquire about the status.
  • If you’ve done all of the above and still have not received your refund, please contact us at info@xenas.site.

7. Non-returnable Items

Certain items cannot be returned or refunded. These include:

  • Products that are damaged due to misuse or improper handling.
  • Products not returned in original condition or packaging.

8. Changes to This Policy

We reserve the right to update or change our Refund and Returns Policy at any time. Any changes will be posted on this page, with an updated effective date.

9. Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact us:

  • Phone: (607) 692-7636
  • Email: info@xenas.site
  • Address: 2701 Hickory St, Whitney Point, New York (NY), 13862