Refund policy
Refund Policy
At XIVO, customer satisfaction is important to us. Please read our refund policy carefully before making a purchase.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 14 days of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- Photos or videos clearly showing the issue
- A brief description of the problem
After reviewing your request, we may offer a replacement, partial refund, or full refund at our discretion.
Due to the nature of international shipping, customers may not be required to return damaged, defective, or incorrect items before receiving a refund or replacement.
Order Cancellation
Orders may only be canceled before they have been processed and shipped.
Once an order has been shipped, it cannot be canceled.
Non-Refundable Situations
We do not offer refunds or exchanges for:
- Change of mind
- Incorrect size, color, or model selected by the customer
- Delays caused by customs, weather conditions, or shipping carriers
- Incorrect shipping information provided by the customer
- Refusal to accept delivery of the package
Lost Packages
If your package is confirmed lost in transit, please contact us and we will work with the shipping carrier to find a suitable solution.
Returns
Customers are responsible for any return shipping costs unless the item was damaged, defective, or incorrect.
Return requests must be approved by our support team before any item is returned.
Refund Processing
Approved refunds will be issued to the original payment method used for the purchase.
Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.
Contact Us
If you have any questions regarding refunds, returns, or exchanges, please contact us through our Contact Us page or by email.
Email:info@shopxivo.com