Refund policy
RETURN, REFUND & REPLACEMENT POLICY
Effective date: [EFFECTIVE DATE]
At Xuvoria, every personalized product is made especially for you. We carefully review and produce each order based on the information submitted during checkout.
If your order arrives damaged, defective, incorrect, or materially different from what you ordered, please contact us within 30 days of delivery. We will review each request individually and work with you toward an appropriate resolution.
1. OUR 30-DAY QUALITY GUARANTEE
Your order may qualify for a free replacement, refund, or another appropriate resolution if:
• The product arrives damaged, broken, defective, or unusable.
• The item received is materially different from its product description.
• We printed or produced personalization differently from the information submitted with the order.
• You received the wrong product, color, size, finish, phone model, or quantity due to our error.
• A significant production defect affects the appearance or intended use of the product.
• One or more items are missing from the shipment.
• The shipment is confirmed lost after review with the shipping carrier.
A size issue is covered only when we sent or manufactured a size different from the size ordered, or when the product materially falls outside the reasonable dimensions stated on the product page.
2. HOW TO SUBMIT A CLAIM
Please email [SUPPORT EMAIL] within 30 days of delivery and include:
• The name used on the order.
• Your order number.
• A clear description of the issue.
• Clear photos or video showing the entire product and the affected area.
• A photo of the packaging.
• A clear photo of the shipping label.
• Whether you would prefer a replacement or refund.
We may request additional photos or information when necessary to verify the issue.
Please keep the product and all original packaging until your claim has been resolved.
3. RETURNS
Please do not return an item without contacting us first.
Because most Xuvoria products are personalized and made to order, an approved refund or replacement will usually not require the original item to be returned. In certain cases, we may require a return before issuing a replacement or refund.
If a return is required because the product is defective or incorrect due to our error, we will provide instructions and, where required by applicable law, cover reasonable return shipping costs.
Unauthorized returns may not be accepted or refunded.
4. ISSUES NOT COVERED
Except where required by applicable law, refunds and replacements are not available for:
• A change of mind or personal preference.
• Ordering the wrong product, size, shape, phone model, material, color, or option.
• Incorrect names, dates, wording, addresses, numbers, photos, or other information submitted by the customer.
• Poor print quality caused by a blurry, dark, cropped, pixelated, or low-resolution image supplied by the customer.
• Minor color differences caused by screen settings, lighting, materials, printing processes, or production batches.
• Minor differences in placement, measurements, texture, stitching, ceramic shape, fabric folds, or other normal production tolerances.
• Damage caused by misuse, incorrect washing, improper care, accident, alteration, mishandling, or normal wear and tear.
• Products that have been washed, worn, used, altered, or damaged after delivery.
• Refusal or failure to pay customs duties, import taxes, or carrier fees.
• Packages delivered to an incorrect address submitted by the customer.
• Claims submitted without sufficient evidence.
• Claims first submitted more than 30 days after delivery, except where longer rights apply under applicable law.
Products purchased during promotions or sales remain eligible for remedies when they are damaged, defective, incorrect, or otherwise covered by applicable consumer law.
5. PERSONALIZED AND CUSTOM-MADE PRODUCTS
Personalized and custom-made products cannot normally be returned or exchanged because of a change of mind.
This does not affect your rights when a product is faulty, damaged, incorrectly produced, or not as described.
6. REPLACEMENTS
Approved replacements will normally be produced using the original order details.
Changes to the original size, product, personalization, design, shipping address, or other specifications may require an additional charge.
Replacement production and delivery times may be similar to those of a new order.
7. REFUNDS
Approved refunds will be issued to the original payment method.
Shipping charges are refunded only when required by applicable law or when the entire order is refunded because of an error for which Xuvoria is responsible.
After a refund is issued, the time required for it to appear in your account is determined by PayPal, your bank, card issuer, or other payment provider.
8. LOST OR MISSING PACKAGES
For packages with no delivery confirmation, we may first open an investigation with the shipping carrier.
For packages marked as delivered, please:
• Check the shipping address on your order.
• Check around the delivery location.
• Ask household members, neighbors, reception staff, or building management.
• Contact the local carrier or delivery office.
Please contact us promptly if the package still cannot be located. Delivered-package claims are reviewed individually and are not automatically eligible for refund or replacement.
9. STATUTORY RIGHTS
This policy does not limit any mandatory consumer rights available under the laws that apply to your purchase.
CONTACT
Xuvoria
support@xuvoria.com
Business location: Vietnam