Returns and Refunds

Returns

If you are not entirely satisfied with your purchase and would like to return an item, please reach out to us by email or phone within 30 days of receiving your order to qualify for a full refund. Any product you return must be sent back in the same condition you received it, with all original packaging still intact.

Unless the item is defective or was not as described, the customer is responsible for the cost of return shipping.

Sale or discounted items are considered final sale and cannot be returned, exchanged for store credit, or refunded to the original payment method. Every return must arrive in original condition with packaging intact. For any return-related queries, please contact [email protected]. Our support team aims to respond within 12 hours during business hours (Monday to Friday, 9:00 am to 5:00 pm EST).

Refunds (if applicable)

Once your returned item has been received and inspected, we will process your refund to the original payment method within 7 business days. For refund-related queries, email us at [email protected].

Reserved Rights Regarding Refunds

Once a return is initiated, the returned items must arrive at our warehouse within 14 days. If they do not arrive within this window, we reserve the right to refuse returns that fall outside the terms of this Returns Policy — including items that have been used, altered, laundered, damaged, or are missing components. Any cases of suspected fraud or abuse will be handled accordingly.

My order arrived damaged or is missing

If the item you received is broken, defective, or incorrect, please let us know within 30 days of delivery and include a clear photograph of the item. We will arrange a replacement or a full refund, and we will cover any return shipping costs. If your tracking shows the package as delivered but you cannot find it, we recommend first contacting your local carrier to confirm the delivery location. For return-related queries, email [email protected]. Our support team aims to respond within 12 hours during business hours (Monday to Friday, 9:00 am to 5:00 pm EST).

Sale Items

Only items sold at regular price are eligible for a refund. Sale items are unfortunately considered final sale and cannot be refunded or cancelled.

For Customers in the European Union

If you are a consumer resident in the European Union, in addition to the 30-day return policy described above, you also benefit from a statutory 14-day right of withdrawal under EU law. This allows you to cancel any purchase within 14 days of receiving the goods, without needing to give a reason. You are also protected by a two-year legal guarantee of conformity on all goods sold. Full details, including the Model Withdrawal Form, are available on our EU Right of Withdrawal page.

Your Data in the Returns Process

When you initiate a return or refund, we process only the personal data strictly necessary to complete the request — such as your name, order number, shipping address, and payment details. This information is handled in accordance with our Privacy Policy. By initiating a return, you also agree to the relevant provisions of our Terms of Service.

Quick Policy Summary

30-day return window. Items must be in original condition and packaging. Refunds processed within 7 business days to your original payment method. Customer pays return shipping unless item is defective. Sale items are final sale. Contact us within 30 days for damaged or incorrect orders.

Contact Us

Customer support hours: 9:00 am to 5:00 pm EST, Monday to Friday

Email: [email protected] (response within 12 hours during business days)

Phone: +1 1234 1234 (available 24/7)

Company name: Xochi Advertising and Branding Inc

Address: 530 S. Lake Ave #1004, Pasadena, CA 91101, United States

You can also contact us via our contact us page by clicking here https://www.lenvoshop.com/pages/contact-us