Return and refund policy

At xelvoranique™, we want you to feel confident when purchasing furniture and home furnishings from our store.

This policy explains the conditions for requesting a return, reporting a damaged item, arranging an exchange, and receiving an eligible refund.

1. Return Request Period

You may submit a return request within 30 days of the date your order is delivered.

To qualify for a standard return, the product must:

Be unused and in the condition in which it was delivered

Show no signs of wear, stains, scratches, modification, or customer-caused damage

Include all parts, hardware, manuals, accessories, and labels

Be placed securely in its original packaging

Include valid proof of purchase

Furniture that has been fully assembled, installed, altered, or used may not qualify for return unless it arrived defective or damaged.

Return approval is required before any product is shipped back.

2. Requesting a Return

To begin the return process, contact our customer care team at:

Email: service@xelvoranique.com
Phone: +1 (323) 963-5275

Please include:

Your full name

Order number

Product name

Reason for the return

Photos of the product and packaging when requested

After reviewing your request, we will confirm whether the item is eligible and provide the appropriate return instructions.

Depending on the product and return reason, we may provide a prepaid return label or explain the available return shipping arrangements.

Products returned without prior authorization may be refused and may not qualify for a refund.

3. Damaged, Defective, or Incorrect Products

Please examine your order shortly after delivery and before discarding the packaging.

The product arrives damaged

Parts or hardware are missing

You receive the wrong item

The product has a manufacturing defect

To help us evaluate the issue, please provide:

Photos of the complete item

Close-up images of the damage or defect

Photos of the outer carton and internal packaging

A clear image of the shipping label

A description of the affected part

When possible, do not assemble a product that appears damaged or incorrect.

After reviewing the evidence, we may offer replacement parts, a replacement item, a partial refund, a full refund, or another suitable resolution.

Please keep the product and all original packaging until the claim has been completed.

4. Products That Cannot Be Returned

The following products are generally excluded from standard returns:

Customized, made-to-order, or personalized furniture

Products altered or assembled by the customer

Clearance or final-sale merchandise

Gift cards

Items damaged through improper assembly, misuse, neglect, or unauthorized repair

Products returned without their original parts or packaging

Items with visible signs of use, odor, stains, pet damage, or excessive wear

Original delivery or shipping charges, unless the return results from our error

For hygiene and quality-control reasons, certain opened bedding, cushions, upholstered accessories, or similar products may not be accepted.

Product-specific return restrictions may also be stated on the relevant product page.

5. Return Shipping Costs

When a return is caused by an incorrect, defective, or damaged product supplied by us, eligible return shipping costs will be covered according to the instructions provided by our team.

For returns based on personal preference, size, color, comfort, or a change of mind, the customer may be responsible for return transportation costs.

Because furniture packages can be large or heavy, return shipping charges may be significant. We recommend reviewing product dimensions, doorway measurements, room size, color details, and product specifications before ordering.

Any applicable return shipping cost will be explained before the return is authorized.

6. Exchanges

We do not always process direct product-for-product exchanges.

The most efficient way to receive another model, size, or color is usually to:

Request a return for the original product

Wait for the return to be accepted

Place a separate order for the preferred item

Availability and pricing for the replacement product cannot be guaranteed until the new order is completed.

When an item arrives damaged or incorrect, our customer care team may arrange a replacement without requiring a separate purchase.

7. European Union Cancellation Rights

Customers receiving an eligible order within the European Union may have the right to withdraw from the purchase within 14 days of delivery without providing a reason.

To use this right, the cancellation request must be submitted within the applicable period.

Returned products must generally be:

Unused and undamaged

Complete with all components and accessories

Securely packed in the original packaging

Accompanied by proof of purchase

Certain customized, made-to-order, sealed, or otherwise exempt products may not be covered by the withdrawal right.

Customers remain responsible for any reduction in value caused by handling beyond what is necessary to inspect the product.

8. Refund Review

After an authorized return reaches the designated return facility, it will be inspected.

We will notify you after the inspection and confirm whether the refund has been approved, partially approved, or declined.

A refund may be reduced when:

The product is returned with missing components

The original packaging is missing or severely damaged

The item shows signs of use or improper handling

The product has been altered or assembled

Additional damage occurred because the item was packaged incorrectly for return

When approved, the refund will be issued to the original payment method.

9. Refund Processing Time

Approved refunds are normally submitted within 10 business days after the return inspection is completed.

Your bank, card issuer, PayPal, or payment provider may require additional time to display the funds in your account.

Shipping fees, customs charges, assembly fees, and other nonrefundable charges may be excluded from the refund unless required by applicable law or the return was caused by our error.

Please contact us when more than 15 business days have passed since you received confirmation that your refund was approved.

10. Order Cancellations

Orders begin processing soon after checkout.

To request a cancellation, contact us within 12 hours of placing your order.

We will make a reasonable effort to stop the order, but cancellation cannot be guaranteed once the product has entered fulfillment, production, or transportation.

An order that has already shipped must be handled through the authorized return process after delivery.

Customized or made-to-order products may not be canceled after production begins.

11. Refused and Undeliverable Deliveries

Please do not refuse a delivery unless our customer care team has instructed you to do so.

Orders returned because of refusal, an incomplete address, missed delivery appointments, restricted access, or failure to collect the package may be subject to return shipping or carrier handling costs.

These charges may be deducted from an eligible refund.

12. Return Destination

Do not send products to our business address or to the address printed on the original package without receiving written return instructions.

Authorized returns may need to be sent to a specific warehouse, fulfillment center, or carrier facility depending on the product and delivery location.

The correct return destination will be provided after your request has been reviewed and approved.

Returns sent to an unauthorized address may be delayed, rejected, or lost and may not qualify for reimbursement.