Return & Refund Policy

At Xaluviia, we aim to make the purchasing and after-sales process as clear and straightforward as possible. If you need to cancel an order, request a return, or ask about a refund, please review the following policy.

1. Order Cancellation

If you decide that you no longer want your order, please contact us as soon as possible.

A cancellation request may be considered if the order has not yet entered processing or fulfillment.

When an eligible cancellation is approved, the amount paid for the canceled order will be refunded to the original payment method.

Once an order has entered fulfillment, been prepared for shipment, or has already been dispatched, we may no longer be able to cancel it.

Cancellation Contact:
Email: service@xaluviia.com
Telephone: 020-87011288

2. Return Eligibility

Eligible products may be returned within 30 calendar days from the date of delivery.

To be considered for a return, the product should generally meet the following conditions:

  • It has not been used, worn, or altered;

  • It remains in its original condition;

  • Original packaging, accessories, and other included components are retained where applicable;

  • Valid purchase information or an order confirmation can be provided.

Please contact our customer service team and obtain return approval before sending any product back.

Items returned without prior authorization may be refused or may experience delays in processing.

3. Requesting a Return

To begin a return request, please contact us at:

Email: service@xaluviia.com
Telephone: 020-87011288

For faster assistance, please include:

  • Order number;

  • Product name;

  • Reason for requesting the return;

  • Relevant photographs or videos, where applicable.

Our team will review the request and, if the return is approved, provide the applicable return instructions.

4. Return Address

Please do not use the company's registered business address as the return destination.

The return address may vary depending on the product, fulfillment location, and circumstances of the return.

After your return has been approved, our customer service team will provide the correct return address and any additional instructions that apply to your order.

5. Return Shipping Fees

For returns requested because of personal preference or a change of mind, the customer is generally responsible for the applicable return shipping costs.

Examples include:

  • Ordering the wrong product;

  • No longer wanting the product;

  • Changing your mind;

  • Personal preference.

If an item is determined to have arrived:

  • Damaged;

  • Defective;

  • Incorrect;

  • Materially different from its advertised description;

we will review the circumstances and provide an appropriate resolution where applicable. Depending on the situation, this may include a replacement, refund, or return assistance without additional return costs.

6. Refund Processing

Once an authorized return has been received, the returned product may be inspected before the refund is approved.

After the return has been received and reviewed, we will notify you of the applicable refund outcome.

For approved refunds, the refund will generally be sent to the original payment method within 5–10 business days after the returned item has been received and inspected.

The actual time for funds to become available may vary depending on the payment provider, card issuer, bank, or other financial institution involved in the transaction.

7. Refunds That Have Not Appeared

If you have received confirmation that a refund has been issued but the funds have not yet appeared, please consider the following:

  1. Check your original payment account again;

  2. Contact your bank or payment provider to confirm whether the transaction is still being processed;

  3. If the refund remains unavailable, contact our customer service team for additional assistance.

Email: service@xaluviia.com
Telephone: 020-87011288

Please have your order number and relevant payment information available when contacting us.

8. Contact Information

For questions concerning cancellations, returns, refunds, or other after-sales matters, please contact Xaluviia using the information below.

Brand Name:
Xaluviia

Legal Company Name:
Guangzhou Youdi Trading Co., Ltd.

Customer Support Email:
service@xaluviia.com

Telephone:
020-87011288

Business Address:
Room C1602, 302, Building 1, No. 5 Changxing Road, Tianhe District, Guangzhou, Guangdong, China

Customer Service Hours:
Monday – Friday