Return Policy
Last Updated: September 2, 2026
Thank you for shopping with xoravelyza.
We want concerns involving your purchase to be handled in a clear and reasonable manner. If something is wrong with a product you receive, our customer support team will review the information you provide and determine an appropriate solution under this policy.
For order-related assistance, please contact:
To help us locate your purchase more quickly, please include your Order Number and the email address used at checkout whenever you contact us.
1. Final Sale Terms
Orders placed through xoravelyza.com are generally treated as final sale.
We do not normally accept returns or exchanges for reasons such as:
- Changing your mind after purchase
- Personal preference
- No longer wanting the product
- Choosing an incorrect option, size, color, or variant
- Other reasons unrelated to product quality or fulfillment errors
However, we may review a request when:
- The product arrives damaged
- The product has a confirmed defect or quality-related issue
- The item delivered is different from the one ordered
Any remedy offered will depend on the specific facts and supporting information associated with the claim.
2. Damaged, Defective, or Incorrect Items
We take reasonable steps to prepare orders carefully before they are shipped.
If an item arrives damaged, appears defective, or is not the product you ordered, please inspect the shipment promptly and contact us within 7 days after delivery.
Send your request to:
Please provide:
- Your Order Number
- The email address used for the purchase
- A clear description of the problem
- Clear photographs showing the issue
- Video evidence when it helps demonstrate the problem
Providing complete information allows our team to review the matter more efficiently.
3. Claim Review Process
Once we receive the requested information, our customer service team will assess the claim based on the order details and evidence submitted.
If your request is approved, the available resolution may include:
- Sending a replacement item
- Issuing a partial refund
- Issuing a full refund
The appropriate outcome will be determined according to the nature of the issue and the information available during the review.
4. Refunds
When a partial or full refund is approved, the refunded amount will be returned to the original payment method used for the order.
After xoravelyza processes the refund, the funds generally appear within approximately:
7–12 business days
Actual processing time may depend on your:
- Bank
- Credit card issuer
- Payment service provider
- Financial institution
Once the refund has been released by us, any remaining processing time is controlled by the relevant financial or payment provider.
5. Exchanges and Replacement Products
xoravelyza does not offer routine product exchanges.
A replacement may only be considered when the item has been verified as:
- Damaged when delivered
- Defective
- Incorrectly supplied
All replacement requests must first be reviewed and approved by our customer support team.
Replacement fulfillment is also subject to product availability.
6. Returns Without Prior Approval
Please do not ship any product back to xoravelyza unless our Customer Support team has specifically provided return authorization and instructions.
Items sent back without approval will be treated as unauthorized returns.
Unauthorized returns may not qualify for:
- Acceptance
- Processing
- Refunds
- Replacements
- Exchanges
- Other compensation
If we determine that a physical return is necessary for an approved case, we will provide the required instructions.
7. Approved Physical Returns
If our support team determines that an item must be physically returned, please follow the return directions provided to you.
Do not send products to the corporate address listed in this policy unless our team has specifically instructed you to use that location.
Items returned to an incorrect address or sent without authorization may not be accepted or processed.
8. Supporting Evidence We May Request
To help verify a claim involving damage, defects, or an incorrect product, we may request reasonable supporting materials.
These may include:
- Photos of the product
- Close-up images of visible damage
- Video demonstrating a functional issue
- Photos of the original packaging
- A clear image of the shipping label
- Other information reasonably needed to evaluate the request
If sufficient supporting evidence cannot be provided, we may not be able to confirm the issue or approve a refund or replacement.
9. Incorrect Product Received
If the product delivered does not match the item listed in your order, please notify us within 7 days of delivery.
Please include:
- Your Order Number
- Your Order Email
- Clear photos of the item you received
- A description of the item you expected to receive
Our team will compare the information with your order and determine the appropriate next step.
10. Defective or Quality-Related Issues
If you believe a pet product has a manufacturing defect or quality-related problem, please contact our customer support team and explain the issue clearly.
Include photographs or video where possible so that the problem can be evaluated.
We will review the information provided and determine whether the item qualifies for assistance under this Return Policy.
11. Contact Us
For questions regarding returns, refunds, replacements, damaged products, defective items, incorrect shipments, or other order-related concerns, please contact us using the information below.
Brand:
xoravelyza
Website:
xoravelyza.com
Email:
support@xoravelyza.com
Phone:
+1 (484) 309-8234
Operating Company:
Bong Hong Kong Limited
Business Address:
11/F UNIT B
WINBASE CENTRE
208 QUEEN'S ROAD CENTRAL
SHEUNG WAN
HONG KONG
For faster assistance, please include your Order Number and the email address used when placing your order whenever you contact our support team.
xoravelyza Customer Support