Returns & Refund Policy

Last Updated: October 14, 2026

At XLOVA, we want you to have a positive shopping experience. If you are not completely satisfied with your purchase, our Return and Refund Policy explains the conditions and process for requesting a return, replacement, or refund.

1. Return Eligibility

You may request a return within 30 days of receiving your order, provided the item meets the following conditions:

The item is unused and in its original condition.
The item is returned with its original packaging, tags, and accessories, where applicable.
You provide your order number or proof of purchase.
The return request is submitted within the applicable return period.

Items that are used, damaged after delivery due to customer handling, or returned without their original components may not qualify for a return, except where required by applicable law.

2. Non-Returnable Items

Certain items may not be eligible for return, including:

Gift cards and digital products, where applicable.
Items marked as final sale or non-returnable, where permitted by law.
Personalized or custom-made products, except where they are defective or otherwise covered by applicable law.
Items that cannot be returned for health, hygiene, or safety reasons after opening, where applicable.

If you are unsure whether your item qualifies, please contact our support team before sending it back.

3. How to Request a Return

To initiate a return, follow these steps:

Contact us at support@xlova.site within 30 days of receiving your order.
Include your order number, the product name, and the reason for your return.
If the item is damaged, defective, or incorrect, include clear photographs when possible.
Wait for our customer support team to provide return instructions and the applicable return address.
Package the item securely and follow the instructions provided.

Please do not send items to an address different from the return address provided by our support team.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible at support@xlova.site.

Please include your order number and photographs showing the issue, if possible. We will review the request and, where appropriate, arrange a replacement, refund, or another suitable resolution in accordance with applicable law.

You will not be charged return shipping costs for an item confirmed to be damaged, defective, or incorrectly supplied by us, subject to applicable law.

5. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved:

The refund will be issued to your original payment method whenever possible.
Processing will generally begin within 5–10 business days after approval.
The time required for the funds to appear in your account may vary depending on your bank or payment provider.

If your refund is rejected, we will explain the reason where appropriate and inform you of any available options.

6. Return Shipping Costs

Unless an item is confirmed to be damaged, defective, or incorrectly supplied, customers are generally responsible for return shipping costs.

Original shipping charges may be non-refundable where permitted by law. If a refund is issued for an incorrect, damaged, or defective item, applicable shipping costs will be handled in accordance with the circumstances and applicable law.

We recommend using a trackable shipping service for returned items. We cannot guarantee receipt of items sent without tracking.

7. Exchanges

If you need a different size, color, or product, please contact us to check availability and exchange options.

Exchanges are subject to stock availability and approval. If an exchange is unavailable, you may be offered a refund or another appropriate solution under this policy and applicable law.

8. Cancellations

If you wish to cancel an order, contact us as soon as possible at support@xlova.site.

Orders that have not entered processing or shipping may be eligible for cancellation. Once an order has been dispatched, cancellation may no longer be possible, and you may need to follow the return procedure after delivery.

Cancellation requests are subject to order status and applicable consumer protection laws.

9. Late or Missing Refunds

If you have not received an approved refund:

Check your bank account or payment provider.
Contact your credit card company