At Xenoglowack Holdings, we strive to ensure complete customer satisfaction with every purchase. This policy outlines the procedures and conditions for cancellations, returns, and refunds. Please read this document carefully before initiating any return or refund request.
You may cancel your order at any time prior to shipment. Once your cancellation request is received and processed, we will issue a full refund to your original payment method. Please note that cancellation requests must be submitted in writing via email to our customer service team. Orders that have already entered the shipping process cannot be canceled.
We accept returns within 30 days of the original purchase date. To be eligible for a return, your item must be unused, in its original packaging, and accompanied by the original receipt or proof of purchase. Certain items may be exempt from returns due to hygiene or safety reasons, which will be clearly marked on the product page.
To initiate a return, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. Items returned without an RMA number may experience processing delays or be refused. Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped or defective product).
Upon receipt and inspection of your returned item, we will send you an email notification confirming the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 7-10 business days. Please note that the processing time may vary depending on your financial institution.
Refunds will be issued for the purchase price of the returned item(s). Original shipping fees are non-refundable unless the return is due to our error. For items purchased during promotional periods, refunds will reflect any applicable discounts.
If you haven't received your refund within the specified timeframe, please first check with your bank or credit card company, as processing times may vary. Some financial institutions require additional time to post the refund to your account.
If you've confirmed with your financial institution that the refund hasn't been processed, please contact our customer service team with your order details. We will investigate the matter and provide a resolution within 5 business days. In cases where a refund cannot be processed to the original payment method, we may issue store credit or arrange an alternative refund method.
For any questions regarding our Return & Refund Policy, please contact our customer service team:
Company Name: Xenoglowack Holdings
Address: 37 Calle 42, Vedado, Havana 10400, Cuba
Phone: +53 7 906 2457
Email: [email protected]
Our customer service representatives are available Monday through Friday, 9:00 AM to 5:00 PM (GMT-5). We aim to respond to all inquiries within 24-48 hours during business days.
