Last Updated: September 8, 2026
At Xanorveliq, we want you to feel comfortable and confident when shopping with us.
If your order is not quite right, please review the return terms below and contact our customer support team before sending any item back.
This Return Policy applies to purchases made through xanorveliq.com.
Return Eligibility
A return may be accepted if the item:
- Is requested within the applicable return period
- Is unused or only reasonably inspected
- Remains in substantially original condition
- Includes original packaging, labels, accessories, manuals, and included parts where applicable
- Has not been significantly worn, altered, contaminated, or damaged after delivery
We may request photos, videos, or other supporting information before authorizing a return.
Certain products may be subject to additional conditions based on hygiene, safety, product category, or customization.
How to Start a Return
Before returning any product, please contact:
Email: support@xanorveliq.com
Phone: (530) 203-8272
Please include:
- Your full name
- Order number
- Email address used at checkout
- Product you wish to return
- Reason for the return
- Photos or videos if the item is damaged, defective, incorrect, or otherwise problematic
Once your request is reviewed, we will provide return instructions where applicable.
Please do not send merchandise back without prior authorization.
Return Address
Our company address should not automatically be used as a return address.
Depending on the product, supplier, warehouse, fulfillment location, or destination, approved returns may need to be sent elsewhere.
Our support team will provide the correct return location after reviewing your request.
Unauthorized returns may not be accepted or processed.
Return Shipping Costs
Responsibility for return shipping depends on the reason for the return.
Customers may be responsible for return postage when the return is due to reasons such as:
- Change of mind
- Ordering the wrong item
- Choosing the wrong size, color, or quantity
- No longer wanting the product
- Personal preference
If the product was received damaged, defective, or incorrect due to an error attributable to us or the fulfillment process, please contact us before returning it.
We will review the circumstances and provide the appropriate instructions.
Damaged or Defective Items
Please inspect your order soon after it arrives.
If an item is damaged, defective, or unusable when delivered, contact support@xanorveliq.com promptly.
Please provide:
- Your order number
- A description of the problem
- Clear product photos
- Packaging photos where relevant
- Video evidence if needed
Do not dispose of the item or packaging until the initial review is complete unless doing so is necessary for safety reasons.
Depending on the situation, an available remedy may include:
- Replacement
- Full refund
- Partial refund
- Another appropriate resolution
Incorrect Items
If the item you receive does not match your order, please contact us as soon as possible.
Include your order number and clear photos of the product received.
Once the issue is reviewed, we will provide the next steps.
Missing Items
Some orders may arrive in more than one shipment.
Before reporting an item as missing, please confirm whether:
- Multiple tracking numbers were issued
- Part of the order is still in transit
- The order was split between fulfillment locations
If the full shipment should have arrived but something is still missing, please contact us with your order details.
Items That May Not Be Returnable
Where permitted by law, certain items may not qualify for return.
These may include:
- Heavily used products
- Items damaged through misuse
- Products showing excessive pet chewing, scratching, staining, or contamination
- Customized or personalized products
- Final-sale or clearance merchandise where clearly identified
- Gift cards
- Hygiene-sensitive items that cannot reasonably be resold after use
- Products returned without authorization
If you are unsure whether your product qualifies, contact us before sending it back.
Pet Hygiene and Safety
Because many Xanorveliq products are intended for pets, cleanliness and condition may affect return eligibility.
Products that have been:
- Extensively used
- Chewed
- Soiled
- Exposed to bodily fluids
- Damaged by a pet
- Made unsuitable for resale
may not qualify for a standard return unless required by applicable law.
This does not reduce any rights you may have regarding defective products.
Exchanges
If you need another:
- Size
- Color
- Style
- Product variant
please contact our support team.
Exchange availability depends on stock and return eligibility.
In some cases, you may need to return the eligible item first and place a new order separately.
We cannot guarantee that a preferred replacement will remain available while the original return is being processed.
Refunds
After an approved return is received and inspected, we will determine whether it meets the applicable return conditions.
If approved, the refund will generally be sent back to the original payment method.
The time required for the refund to appear may vary depending on:
- Bank
- Card issuer
- Payment processor
- Financial institution
Additional processing time may occur after the refund is issued by us.
Partial Refunds
A partial refund may be appropriate in certain circumstances, such as when:
- Packaging is missing
- Accessories are missing
- The item shows unnecessary handling or wear
- Only part of an order is returned
- The product's condition has materially changed after delivery
Any deduction will be made only where appropriate and legally permitted.
Original Shipping Fees
Original shipping charges may not be refundable unless:
- The issue resulted from an error attributable to us
- The product was defective
- Applicable law requires otherwise
- Another applicable store policy provides otherwise
Return shipping charges may also be deducted from an eligible refund where permitted.
Order Cancellations
If you wish to cancel an order, contact us as soon as possible at:
We will try to accommodate cancellation requests before fulfillment begins.
However, once an order enters:
- Processing
- Packing
- Fulfillment
- Shipment
cancellation may no longer be available.
If the order has already shipped, you may need to wait for delivery and then request a return under this policy.
Refused or Unclaimed Deliveries
If a package is refused, not collected, or returned because delivery could not be completed, additional costs may apply.
Where legally permitted, any eligible refund may be reduced by:
- Original shipping costs
- Return shipping charges
- Carrier fees
- Handling expenses
Packages Marked as Delivered
If tracking shows your package as delivered but you cannot find it, please first:
- Check around the delivery location
- Ask household members
- Check with neighbors where appropriate
- Review carrier notifications
- Check any delivery photo
- Contact the carrier directly
If the package still cannot be located, contact us with your order number and tracking information.
We will assist with available information where reasonably possible.
Bundle and Promotional Orders
Returns involving:
- Bundle discounts
- Buy-one-get-one promotions
- Free-item offers
- Quantity discounts
- Multi-product deals
may require the refund amount to be recalculated.
If returning part of a promotion changes the original qualifying conditions, the refund may be adjusted based on the value of the items retained.
Return Processing Time
Once an approved return reaches the designated return location, please allow a reasonable period for inspection and processing.
Processing may take longer during:
- Public holidays
- Major promotions
- High-volume sales periods
- Carrier disruptions
- Other busy periods
Chargebacks and Payment Disputes
If you have an issue with an order, we encourage you to contact us first so we can attempt to resolve the matter directly.
Opening a payment dispute while an active return or refund request is still being reviewed may delay resolution.
Nothing in this section limits any legal rights you may have.
Consumer Rights
Nothing in this Return Policy is intended to limit or exclude rights that cannot legally be waived.
If mandatory consumer-protection law in your jurisdiction provides stronger rights, those legal protections will apply.
Contact Us
For questions about returns, refunds, exchanges, damaged items, incorrect products, missing items, or cancellations, please contact:
Xanorveliq
Website: xanorveliq.com
Email: support@xanorveliq.com
Phone: (530) 203-8272
Company: Jwlife Hongkong Limited
Company Address:
ROOM 605, 6/F, FA YUEN COMMERCIAL BUILDING
75-77 FA YUEN STREET
MONG KOK, HONG KONG
Please note that this company address is not automatically a merchandise return address. Contact customer support first and follow the return instructions provided.
Last Updated: September 8, 2026