Return Policy
# Order Cancellation, Return, and Refund Policy
## 1. Order Cancellation
We accept order cancellations under the following conditions:
**Unpaid Orders:**
If your order has not been paid, you may cancel it directly or contact us for assistance.
**Paid Orders:**
Paid orders can be canceled within 48 hours of placement for a full refund. Once an order has been processed or shipped, it can no longer be canceled. To cancel a paid order, please contact us as soon as possible at:
📧 service@xenira.shop
## 2. Return & Exchange Policy
We offer a 30-day return and exchange policy from the date you receive your item.
**Return Eligibility:**
To qualify for a return:
- The item must be unused and in its original condition.
- It must be returned in its original packaging.
- The return request must be submitted within 30 days of delivery.
- Proof of purchase is required.
Items returned without prior approval will not be accepted.
## 3. How to Request a Return or Exchange
Please email service@xenira.shop with the following information:
- Order number
- Item(s) to be returned
- Reason for return
- Clear photos or videos (if damaged or defective)
Once approved, we will provide the return address. Please send the item within 7 days after approval and share the tracking number.
## 4. Return Shipping Costs
**Customer Responsibility:**
If the return is due to personal reasons (such as change of mind, wrong size/color), the customer is responsible for return shipping costs.
**Merchant Responsibility:**
If the item is defective, damaged, or incorrect, we will cover all return shipping costs and provide a replacement or full refund.
## 5. Refund Process
Once we receive and inspect the returned item:
- Refunds will be issued to the original payment method within 5 business days.
- A confirmation email will be sent after processing.
Actual arrival time may vary depending on your bank or payment provider.
**Refund Deductions:**
Partial refunds may apply if:
- The item is returned damaged due to misuse.
- Original packaging or accessories are missing.
## 6. Late or Missing Refunds
If you have not received your refund:
1. Check your payment account again.
2. Contact your bank or card provider.
3. If still unresolved, email: service@xenira.shop
## 7. Contact Us
For all return, refund, or order inquiries:
📧 service@xenira.shop
📞 +852 2790 1000
🏢 Return Address: FORNTON KNITTING COMPANY LIMITED, Unit A, 32/F, Legend Tower, 7 Shing Yip Street, Kwun Tong, Kowloon, Hong Kong
## 1. Order Cancellation
We accept order cancellations under the following conditions:
**Unpaid Orders:**
If your order has not been paid, you may cancel it directly or contact us for assistance.
**Paid Orders:**
Paid orders can be canceled within 48 hours of placement for a full refund. Once an order has been processed or shipped, it can no longer be canceled. To cancel a paid order, please contact us as soon as possible at:
📧 service@xenira.shop
## 2. Return & Exchange Policy
We offer a 30-day return and exchange policy from the date you receive your item.
**Return Eligibility:**
To qualify for a return:
- The item must be unused and in its original condition.
- It must be returned in its original packaging.
- The return request must be submitted within 30 days of delivery.
- Proof of purchase is required.
Items returned without prior approval will not be accepted.
## 3. How to Request a Return or Exchange
Please email service@xenira.shop with the following information:
- Order number
- Item(s) to be returned
- Reason for return
- Clear photos or videos (if damaged or defective)
Once approved, we will provide the return address. Please send the item within 7 days after approval and share the tracking number.
## 4. Return Shipping Costs
**Customer Responsibility:**
If the return is due to personal reasons (such as change of mind, wrong size/color), the customer is responsible for return shipping costs.
**Merchant Responsibility:**
If the item is defective, damaged, or incorrect, we will cover all return shipping costs and provide a replacement or full refund.
## 5. Refund Process
Once we receive and inspect the returned item:
- Refunds will be issued to the original payment method within 5 business days.
- A confirmation email will be sent after processing.
Actual arrival time may vary depending on your bank or payment provider.
**Refund Deductions:**
Partial refunds may apply if:
- The item is returned damaged due to misuse.
- Original packaging or accessories are missing.
## 6. Late or Missing Refunds
If you have not received your refund:
1. Check your payment account again.
2. Contact your bank or card provider.
3. If still unresolved, email: service@xenira.shop
## 7. Contact Us
For all return, refund, or order inquiries:
📧 service@xenira.shop
📞 +852 2790 1000
🏢 Return Address: FORNTON KNITTING COMPANY LIMITED, Unit A, 32/F, Legend Tower, 7 Shing Yip Street, Kwun Tong, Kowloon, Hong Kong