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Return, Exchange and Refund Policy

 

Thank you for shopping at Xenavolir (hereinafter referred to as "we" or "us"). We are committed to providing high-quality carports and tool sheds. Please read the following policy carefully to understand your rights regarding returns, exchanges, and refunds.

Return and Exchange Validity Period
You have the right to request a return or exchange within 14 days from the date you sign for the receipt of the goods. If 14 days have passed since the delivery date, unfortunately, we cannot offer you a refund or exchange.

Conditions for Returns and Exchanges
We accept return and exchange requests under the following circumstances:

  • Appearance Issues: The product has visible scratches, dents, or damage upon arrival.
  • Quality Issues: The product has structural defects or functional failures preventing normal use.
  • Sensory Issues: The product has a strong chemical odor, severe color difference from the website description, or other sensory defects.
  • Wrong Item Sent: The product received does not match the model, size, or specifications of your order ("Goods not as described").
  • No Reason Return: You changed your mind or no longer need the product (Subject to fee rules).

Return Process

  • Request a Return: Contact us via email at contact@xenavolir.com or by phone at +1 (347) 432-4987 to apply for a return. Please provide your order number, proof of payment, the reason for the return, and relevant videos or photos.
  • Await Approval: Our customer service team will promptly process your request. If approved, we will notify you and provide a return shipping address.
  • Ship the Item: You will need to ship the item back to the designated return address. Please wait for us to receive the item.
  • Inspection & Refund: Upon receipt, we will immediately inspect the item to verify its condition and the issue you reported. If the inspection is successful, we will process your refund. For more information on refunds, please see the "Refund Process" section.

Exchange Process

  • Submit Application: Please contact us via email at contact@xenavolir.com or call +1 (347) 432-4987 to request an exchange. You must provide your Order Number, Proof of Payment, Reason for Exchange, and relevant Videos or Photos.
  • Review and Approval: Our customer service team will process your application immediately. If approved, we will notify you via your contact method and provide the return address.
  • Ship the Product: You need to send the product back to our designated return address.
  • Inspection and Re-shipment: Upon receipt, we will immediately inspect the product. If the inspection confirms the issue, we will arrange for the replacement product within 1-3 business days. The estimated delivery time for the new product is 5-8 business days. The new product will be shipped to your original address. For more details on shipping, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be automatically returned to the original bank card (Visa, MasterCard) account used for payment.
  • Processing Time: Depending on the processing efficiency of different card issuing banks, we estimate the refund will arrive in your account within 1-5 business days. If you have not received the refund after this period, please contact us for assistance.

Fee Rules

  • Our Responsibility: For returns or exchanges caused by appearance issues, quality issues, odors/severe color differences, or wrong items sent, the shipping costs will be borne by us.
  • Your Responsibility: For "No Reason" returns or exchanges (change of mind), the shipping costs for returning the item must be borne by you.

Return Label
A return label is included inside every package to facilitate your return process. Please keep this label safe until you are satisfied with the product.

Liability Disclaimer
We are not responsible for damages caused by improper assembly, misuse, modification, or natural disasters after the product has been successfully delivered and accepted. We reserve the right to refuse returns if the product has been intentionally damaged or if parts are missing due to customer negligence.

Contact Us
If you have any questions regarding this policy, please contact us:

Address: 453 S 72ND ST, MILWAUKEE, WI 53214, US
Phone: +1 (347) 432-4987
Email: contact@xenavolir.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)