Refund policy

Return & Refund Policy

Last Updated: June 2026

Welcome to XILORAA. We strive to ensure that every customer is satisfied with their purchase. Please read our Return & Refund Policy carefully before placing an order.

1. Returns

We accept returns within 14 days of receiving your order

To be eligible for a return:

  • The item must be unused and in its original condition.

  • The item must be in its original packaging.

  • Proof of purchase (order number or receipt) is required.

Due to hygiene and safety reasons, certain products cannot be returned once opened or used.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Opened or used cosmetic products.

  • Personal care products that have been opened.

  • Gift cards.

  • Clearance or final sale items.

  • Products damaged due to misuse or improper handling by the customer.

3. Damaged, Defective, or Incorrect Items

If you receive:

  • A damaged item

  • A defective item

  • The wrong product

Please contact us within 48 hours of delivery and provide:

  • Order number

  • Photos of the item

  • Photos of the packaging

We will review the claim and provide a replacement or refund if approved.

4. Refunds

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

If approved:

  • Refunds will be issued to the original payment method.

  • Processing times may vary depending on your bank or payment provider.

  • Shipping fees are non-refundable unless the return is due to our error.

5. Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The product arrived damaged.

  • The wrong item was shipped.

  • The item is defective.

6. Order Cancellations

Orders may be canceled within 12 hours of purchase.

Once an order has been processed or shipped, cancellation may no longer be possible.

7. Exchange Policy

We currently offer exchanges only for:

  • Defective products

  • Damaged products

  • Incorrect items received

8. Contact Us

For return and refund requests, please contact us at:

Email:info@xiloraa.com

Business Hours: Monday – Friday, 9:00 AM – 6:00 PM

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