Refund policy
Thanks for choosing Xelken! We work hard to ensure your order arrives safely and exactly as expected. If anything goes wrong along the way, we keep our refund and replacement process straightforward and hassle-free.
1. 30-Day Support Window
You have up to 30 days from the date your package shows as delivered to reach out and submit a request for a return, replacement, or refund.
2. Items Damaged in Transit or Faulty
If an item arrives damaged, broken, or with a manufacturing defect, let us know right away. We will promptly issue a full refund or send a brand-new replacement at no extra charge.
3. Wrong Item Received
If you receive something different from what you ordered (such as an incorrect model, size, or color variant), we will correct the mistake immediately by offering a complete refund or sending the right item free of charge.
4. Order Mistakes & Quick Edits
If you placed an order by mistake or entered the wrong details, please email us as fast as possible at hello@xelken.com. We can update or cancel orders while they are still in our fulfillment queue. However, once a package leaves the facility, it cannot be rerouted, modified, or canceled.
5. Change of Mind
We stand firmly behind our products whenever there is a real defect, transit damage, or shipping mistake. However, we do not accept returns or refunds simply for a change of mind. Because Xelken covers 100% of the shipping cost on every international parcel to offer Free Worldwide Shipping, we are unable to process discretionary returns. A verifiable issue (such as damage, a defect, or an incorrect item) is required to open a claim.
6. European Union Right of Withdrawal
For shoppers based in the European Union, you are legally entitled to cancel and return your order within 30 days of receiving the final parcel.
How to withdraw: Email us directly at hello@xelken.com with your order number and a brief note stating you wish to exercise your right of withdrawal.
Cancellations: If your order has not shipped yet, simply notify us and we will cancel it immediately.
Refund timeline: Once your withdrawal notice is acknowledged, your refund will be finalized within 14 days. We take care of the return logistics by arranging a pickup from your home address at zero cost to you.
7. How to File a Claim
To get started, email clear photos or a short video showing the issue along with the packaging to hello@xelken.com. Our support team reviews all requests within 24 to 48 hours and will write back with your approved refund or replacement details.
8. How Refunds Are Issued
Approved refunds are processed securely via Shopify Payments back to your original payment method. Payouts generally take between 2 to 10 business days to appear on your bank statement. If you do not see the credited amount after 10 business days, please send a note to hello@xelken.com and we will investigate.
9. Return Shipping & Pickups
Because we dispatch inventory from specialized logistics centers worldwide, we review each claim individually before instructing you on whether an item needs to be sent back. If a physical return is required, you will never pay surprise restocking or return fees. We arrange simple courier pickups (via trusted services like packagesender.com) straight from your doorstep so you never have to deal with complicated drop-offs.
Have questions about your order or our policies? Contact our friendly support team anytime at hello@xelken.com. We are always here to help.