In order to be eligible for a refund, you have to return the product within 15 calendar days of your purchase. The product must be in the same condition that you receive it and undamaged in any way. After we receive your item, our team of professionals will inspect it and process your refund. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement. If the product is damaged in any way, or you have initiated the return after 15 calendar days have passed, you will not be eligible for a refund. The buyer must pay return shipping costs less in cases where the product is defective or damaged.
Defective or Damaged Products
If you have received faulty or damaged products, please contact us with images or video of the product within 7 days. We will gladly send out a replacement order.
Items Lost in Transit
By ordering from us, you agree with our shipping times. Most orders get delivered within the posted time frames; however, external factors such as customs inspections can sometimes cause delays. If your order shipping times exceeds our displayed time frame by 10 business days, you can contact us and we will gladly send out a replacement order, or issue a full refund.
Lost or Stolen Packages
Xeno Designs is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Xeno Designs will confirm the delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.