Refund policy

Effective Date: October 17, 2026

At Xavenora, accessible at www.xavenora.com, we want our customers to shop with confidence and enjoy their purchases.

We understand that sometimes an item may not meet your expectations or an issue may arise with an order. This Return & Refund Policy explains our return eligibility requirements, procedures, shipping responsibilities, refund timelines, and how we handle damaged, defective, or incorrect products.

We offer a 30-day return policy for eligible purchases made directly through our online store.

This policy applies to orders shipped to addresses within the United States.

Nothing in this policy is intended to limit or exclude any consumer rights or remedies that cannot legally be waived under applicable law.

Customers may request a return for eligible products within 30 calendar days of the confirmed delivery date.

To qualify for a standard change-of-mind return:

• Your return request must be submitted within 30 calendar days after delivery.

• The product must satisfy the eligibility requirements in Section 2.

• You must obtain return authorization and follow the applicable return instructions.

Returns requested after the 30-day window are generally not eligible for a standard change-of-mind refund.

This timeframe does not limit remedies that may be available for defective, incorrect, or nonconforming products under applicable law.

2. Return Eligibility and Product Conditions

2.1 Eligible Change-of-Mind Returns

For returns unrelated to product defects or fulfillment errors, all of the following conditions must be met:

• Unopened and Unused: The item must be unused, unplayed with, and in its original unopened condition.

• Original Packaging: All original packaging, manufacturer seals, labels, tags, accessories, collector boxes, and instruction manuals must be included and intact.

• Resalable Condition: The item must be in the same new, resalable condition in which it was received.

• Proof of Purchase: A valid order number, order confirmation, or other acceptable proof of purchase must be provided.

These requirements help protect product quality, safety, and the condition of collectible merchandise.

2.2 Items Not Eligible for Standard Change-of-Mind Returns

The following items are not eligible for standard change-of-mind returns:

• Products that have been opened, used, played with, assembled, or removed from factory-sealed packaging.

• Products with broken or missing manufacturer seals.

• Items damaged through misuse, improper handling, unauthorized modifications, or ordinary wear and tear after delivery.

• Products clearly marked as "Final Sale" or "Non-Returnable" before purchase.

• Gift cards.

Important: These exclusions apply to voluntary change-of-mind returns. They do not automatically exclude products that arrive damaged, defective, incorrect, or otherwise qualify for a remedy under applicable law.

Opening a product for reasonable inspection or discovering a manufacturing defect does not, by itself, disqualify a customer from requesting an appropriate remedy for that defect.

3. Return Shipping Costs and Fees

3.1 Change-of-Mind Returns

If you return an eligible product because you changed your mind, no longer want the item, ordered the wrong item, or made a purchasing mistake:

• You are responsible for the cost of return shipping.

• You may use a trackable shipping service, such as USPS, UPS, or FedEx.

• Original shipping charges are generally nonrefundable unless otherwise required by applicable law.

• No restocking fee will be charged.

Restocking Fee: $0.00 USD

3.2 Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, or incorrect due to a product or fulfillment issue attributable to Xavenora:

• Xavenora will cover the reasonable return shipping costs for an authorized return.

• Where a physical return is required, we will provide a prepaid return shipping label or alternative instructions at no additional cost to you.

• We will work with you to arrange an appropriate replacement or refund, subject to applicable law and product availability.

Please do not purchase return postage for a defective or incorrect item before contacting our customer support team unless we have specifically instructed you to do so.

3.3 No Hidden Restocking Charges

Xavenora does not charge restocking fees for approved returns under this policy.

Any applicable shipping costs or deductions will be explained in accordance with this policy and applicable law.

4. How to Request a Return

To help ensure accurate and timely processing, Xavenora uses a Return Merchandise Authorization (RMA) process.

Step 1: Contact Customer Support

Email hello@xavenora.com within 30 calendar days of delivery for a standard return.

Please include:

• Your order number.

• The product or products you wish to return.

• The reason for your return.

• Photographs, if you are reporting damage, a defect, missing components, or an incorrect item.

Step 2: Receive Return Authorization

Our customer support team aims to review return requests and respond within 1–2 business days.

If your return is approved, we will email you:

• Your RMA number.

• The appropriate return shipping address.

• Packaging and shipping instructions.

• A prepaid shipping label, if Xavenora is responsible for return shipping.

Please contact us before shipping any merchandise back. The business address listed in Section 10 is provided for business contact purposes and is not necessarily the designated return processing location.

Returns sent without prior authorization may experience processing delays. We will make reasonable efforts to identify and resolve unauthorized return shipments when possible.

Step 3: Pack and Ship Your Return

For an authorized return:

1. Place the product in a sturdy outer shipping box to protect its original packaging.

2. Include all required accessories and documentation.

3. Clearly display or include your RMA number as instructed.

4. Use a trackable shipping method when arranging your own return shipment.

5. Email the tracking number and carrier information to hello@xavenora.com.

For change-of-mind returns, customers are responsible for ensuring that the merchandise is properly packaged and shipped to the authorized return location.

Please retain your shipping receipt and tracking information until your return has been processed.

5. Damaged, Defective, Incorrect, or Incomplete Orders

We take product quality and order accuracy seriously.

If you receive an item that is damaged, defective, incomplete, or different from what you ordered, please contact us at hello@xavenora.com.

Reporting an Issue

We encourage you to inspect your shipment promptly and report visible shipping damage, missing components, or incorrect items within 7 business days of delivery.

This recommended reporting period helps us investigate shipping-related issues efficiently. However, it does not automatically eliminate any rights or remedies available under applicable law if an issue is reported later.

Information to Provide

Please include:

• Your order number.

• A brief description of the problem.

• Clear photographs of the product, relevant components, and packaging, where reasonably available.

• Any other relevant information that may help us investigate the issue.

We may request additional information reasonably necessary to assess the claim.

Available Resolutions

After reviewing the issue, we will arrange an appropriate resolution, which may include:

• A replacement product, where available and appropriate.

• Replacement of missing or defective components, where appropriate.

• A refund to the original payment method.

Where applicable law gives you a particular right to a refund or other remedy, that right will be honored.

If we require the affected product to be returned as part of an approved defect or fulfillment-error claim, Xavenora will provide return shipping instructions at no additional cost to the customer.

6. Return Inspection and Refund Processing

6.1 Return Inspection

Once an authorized return reaches our designated return facility, we aim to inspect the merchandise within 5–7 business days.

We will review the returned merchandise against the applicable return eligibility requirements and the reason for return.

For standard change-of-mind returns, returned items must meet the unopened and unused condition requirements described in Section 2.

If a return does not qualify under the standard change-of-mind policy, we will contact you with an explanation and discuss the available options.

6.2 Refund Approval and Issuance

Once a return has been inspected and approved, we will notify you by email.

Approved refunds will generally be initiated to the original payment method within 3–5 business days following approval.

The time it takes for a refund to appear in your account may vary depending on your bank, card issuer, or payment provider.

These administrative processing timelines do not override any shorter refund deadline required by applicable law.

6.3 Refund Amounts

For approved change-of-mind returns, refunds generally include:

• The actual purchase price paid for the returned item, after applicable discounts.

• Applicable sales tax attributable to the refunded merchandise, as required by law.

Original outbound shipping fees are generally nonrefundable for voluntary change-of-mind returns unless applicable law requires otherwise.

For refunds resulting from damaged, defective, incorrect, or unfulfilled orders, we will refund the amounts required by applicable law, which may include the original shipping charges attributable to the affected order or merchandise.

We do not charge a restocking fee.

6.4 Promotional Discounts

If a returned product was purchased using a promotional code, coupon, or discount, the refund will ordinarily reflect the actual amount paid for that product after the applicable discount.

For orders involving multiple items or order-level discounts, any refund adjustment will be calculated consistently with the terms of the original promotion and applicable law.

6.5 Late or Missing Refunds

If you have received a refund confirmation but the funds have not appeared in your account:

1. Check your original payment method.

2. Contact your bank or credit card provider, as payment posting times may vary.

3. Contact us at hello@xavenora.com if your refund has not appeared after a reasonable processing period.

Please include your order number and any relevant refund confirmation details.

7. Refused and Undeliverable Shipments

7.1 Refused Deliveries

If you refuse delivery for a reason unrelated to product damage, an incorrect shipment, or another issue attributable to Xavenora, the shipment may be treated as a customer-initiated return.

Reasonable carrier return shipping charges actually incurred may be deducted from the refundable amount where permitted by applicable law.

No restocking fee will be charged.

If you refuse delivery because the shipment is visibly damaged, incorrect, or affected by another issue attributable to Xavenora, please contact our support team so we can review the circumstances and arrange an appropriate resolution.

7.2 Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing accurate and complete shipping information at checkout.

If a package is returned as undeliverable because of an incorrect or incomplete address supplied by the customer, we will contact you to discuss available options, including reshipment or an applicable refund.

Additional reshipment charges may apply if the delivery failure resulted from customer-provided information.

If the delivery problem was caused by an error attributable to Xavenora, we will not charge the customer to correct that error.

Any refund or deduction will be handled in accordance with applicable law.

8. Exchanges

Xavenora does not currently offer direct online exchanges for standard change-of-mind requests.

If you would like a different toy, game, model, color, or product variation, you may:

1. Request a return for the original item, provided it qualifies under this policy.

2. Return the original merchandise following the authorized return procedure.

3. Place a new order for the desired product at www.xavenora.com.

The new order will be processed separately and will be subject to the product pricing, availability, and shipping terms applicable at the time of purchase.

For damaged, defective, or incorrect products, a replacement may be offered as part of the resolution process described in Section 5.

9. Order Cancellations and Unshipped Orders

If you need to cancel an order before shipment, please contact us as soon as possible at hello@xavenora.com.

We will review the order status and advise whether cancellation can still be completed before shipment.

If an order has already shipped, a voluntary return will generally be handled under the applicable sections of this policy.

If we are unable to ship an order within the timeframe stated at purchase, or within the period otherwise required by applicable law, we will handle any required delay notification, cancellation option, or refund in accordance with applicable federal and state requirements.

Refunds required for unshipped orders will be processed within the timeframes mandated by applicable law, regardless of the standard returned-merchandise inspection timeline.

10. Customer Support and Business Information

If you have questions about returns, refunds, order issues, or product support, please contact us using the information below.

Store Name: Xavenora

Official Website: www.xavenora.com

Business Address:
11100 SW 84th Ct
Miami, FL 33156
United States

Customer Support Phone: +1 786-235-6838

Customer Support Email: hello@xavenora.com

Customer Support Hours:
Monday – Friday: 9:00 AM – 6:00 PM (Eastern Time, ET)
Excluding U.S. Federal Holidays

Expected Response Time: 1–2 business days

Please contact our support team to obtain the designated return shipping address before returning any merchandise.

11. Applicable Consumer Rights

This policy describes Xavenora's standard return and refund procedures for eligible online purchases shipped within the United States.

Nothing in this policy is intended to waive, exclude, or restrict any non-waivable rights or remedies provided to consumers under applicable federal or state law.

If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will control to the extent of that conflict.

We reserve the right to update this policy from time to time. Any changes will be posted on this page with an updated revision date. Unless otherwise required by law, material changes will not retroactively reduce the return rights applicable to purchases made before the updated policy took effect.

For questions or assistance, please contact hello@xavenora.com.