Palautuskäytäntö
We are committed to providing a clear and fair return, exchange, and refund policy to ensure customer satisfaction. Please review the details below carefully.
Order Cancellation Before Shipment
If you choose to cancel your order before it has been processed and shipped, regardless of the reason, we fully understand and support your decision. In such cases, you will receive a full refund of the total amount paid.
Returns and Exchanges Within the Authorized Period
After purchasing home products from our platform, you may request a return or exchange within 30 days, provided that the return and exchange requirements are met.
Product Defects or Order Errors
If the product you receive is defective (for example, structural damage such as cracks in wooden components that prevent normal use), or if we make an error with your order (such as sending the wrong model, color, or size), you may request a full or partial refund depending on the situation, or choose to receive a replacement.
Return and Exchange Requirements
Products must be new, unused, and free from any signs of wear, stains, or damage.
We recommend retaining the original packaging, as it helps protect the product during return shipping. If the original packaging is not available, the customer must ensure the product is properly protected.
All accessories, user manuals, warranties, and related items must be returned together with the product.
Product tags must remain intact and must not be removed or damaged.
Procedure for Requesting a Refund or Exchange
Initial Request
You may submit your request via email by providing your order number (which is essential for identification) and a clear description of the reason for your request (such as dissatisfaction with design, incompatibility with your interior style, or quality concerns). Detailed information will help us process your request more efficiently.
Alternatively, you may contact our customer service team by phone, and they will guide you through the process.
System Verification
Our service and verification team will review your request thoroughly. This includes confirming the authenticity of the order by comparing system records and payment data, verifying that the request falls within the eligible return period, and evaluating whether the product meets the return requirements.
Return of Products (If Approved)
If your request is approved, you will be notified via email or phone and provided with the return address. Please ensure that the product is securely packaged with protective materials to prevent damage during transit.
Include a return or exchange form with your package, indicating the order number, product details, and reason for the request.
We recommend using a trackable shipping service so you can monitor the return status.
A return label is included in each package. Please use this label whenever possible. If the label is lost or cannot be used, please contact customer service for assistance.
Refund Processing
Once the returned product is received, our team will inspect it to verify compliance with the return requirements. If approved, the refund will be issued using the same payment method used for the original purchase.
Refund Method and Timeframe
Estimated Time: Refunds will be processed within 1–5 business days.
Refund Method: Refunds will be issued to the original payment method to ensure security and traceability.
Cost Policy
Customer-Initiated Returns: Return shipping costs are the responsibility of the customer. We recommend using a trackable service and keeping the receipt.
Store Errors or Manufacturing Defects: We will cover all return and shipping costs and provide a full refund or free replacement. The return label included with the product will cover these costs when applicable.
Customer Damage or Non-Compliance: Returns or exchanges will not be accepted if the product has been damaged by the customer, lacks original packaging, or does not meet resale conditions.
Contact Information
If you have any questions or need assistance, please contact us through our available customer support channels.
Phone:+1 (214) 557-8073
Email:assist@xelcozy.com
Address:520 Concord Ave #8L,Bronx,NY 10455,United States