Contact us promptly if you wish to request a return.

Return requests must be submitted within the return period stated for the applicable purchase or otherwise required by applicable consumer law.

Please contact service@xelzivo.com with your order number and reason for the return request. A return request is not considered approved merely because a product has been shipped back without authorization.

Returned products should generally remain in appropriate condition.

Unless the item is being returned because it arrived damaged, defective, incorrect or otherwise qualifies for a remedy under applicable law, returned merchandise should generally be in a condition suitable for inspection and return processing.

• The item should not show damage caused by misuse, improper installation, neglect or unauthorized modification.
• Where reasonably possible, include the original product components, accessories and packaging supplied with the item.
• The returned product should correspond to the item associated with the original order.
• Proof of purchase or sufficient order information may be required.

Some mobile accessories require special consideration.

xelzivo™ sells different types of mobile accessories, including device-specific cases, screen protection, camera protection, charging products, stands, straps and cables. Return eligibility can depend on the type and condition of the product.

Device-specific accessories

Phone cases, earphone cases, tablet cases, screen protectors and camera lens protectors may be designed for a specific device model. Customers should check their selected model carefully before ordering.

Applied protective products

Screen protectors, privacy protectors, lens protectors or similar products that have already been installed, applied, peeled or used may not be eligible for a change-of-mind return where their condition prevents resale, except where the item is defective or applicable law provides otherwise.

Charging accessories

Charging products and cables should be returned with the components originally supplied where reasonably possible. Damage resulting from misuse, incompatible equipment or improper handling may affect eligibility for a return or refund.

Minor visual differences may occur.

Product colors can appear slightly different depending on device screens, display settings, lighting and photography. Minor variations that do not materially affect the product's intended function may not by themselves indicate a defect.

Decorative patterns, printed artwork and surface appearance may also show minor production variation where this is normal for the product.

Certain products or conditions may be excluded from change-of-mind returns.

Subject to applicable consumer law, a return may be declined in circumstances including:

• Products damaged through misuse, accident, improper installation or unauthorized modification after delivery.
• Items returned without sufficient information to identify the relevant order.
• Products materially different from the item originally supplied.
• Applied or used single-application protective products where the condition prevents resale, unless defective.
• Items expressly identified as final sale or otherwise non-returnable before purchase, where permitted by applicable law.

Nothing in this section limits rights or remedies that cannot lawfully be excluded.

Tell us if something arrived damaged, defective, incorrect or incomplete.

If your order arrives with an apparent problem, please contact us as soon as reasonably possible so the issue can be reviewed.

To help us assess the request, please provide:

• Your order number.
• The product concerned.
• A clear description of the problem.
• Photos of the product where relevant.
• Photos of packaging or shipping damage where relevant.
• Your device model when the issue relates to compatibility or fit.

Depending on the circumstances and applicable law, an eligible issue may be resolved through replacement, exchange, refund or another appropriate remedy.

How to request a return.

Use only the return destination provided by customer support.

The registered company address displayed at the bottom of this page is provided for business transparency. It should not automatically be treated as the return warehouse or return-processing address.

Who pays for return shipping?

Responsibility for return shipping costs depends on the reason for the return, the circumstances of the order and applicable consumer law.

For eligible change-of-mind returns, the customer may be responsible for return shipping costs unless otherwise stated or required by applicable law.

If the return relates to a verified damaged, defective or incorrect item, customer support will provide the applicable instructions after reviewing the request.

Package authorized returns carefully.

Customers should use appropriate packaging when returning an item so that the product is reasonably protected during transportation.

Where practical, using a shipping service that provides tracking can help document the return shipment. Keep any relevant shipping receipt or tracking information until the return has been resolved.

Returned items may be inspected before a refund is approved.

After an authorized return reaches the designated return location, the product may be inspected to confirm its identity, condition and eligibility under this policy.

Once an eligible refund is approved and processed, additional time may be required for the payment provider or financial institution to reflect the transaction.

Processing times can vary depending on the payment method, financial institution and circumstances of the return.

Approved refunds are generally linked to the original transaction.

Where technically and commercially appropriate, an approved refund may be returned through the original payment method or another appropriate method associated with the transaction.

The availability and timing of the refund can depend on the payment service and financial institution involved.

Need a different model, color or eligible replacement?

Exchange availability depends on the product, inventory, return eligibility and circumstances of the request.

If you ordered the wrong device model or would like another available variation, contact customer support before returning the original item. We will advise whether an exchange can be arranged or whether another return solution is appropriate.

Contact us quickly if you need to change or cancel an order.

If you need to cancel an order or correct a device model, color, quantity or shipping information, contact us as soon as possible.

We cannot guarantee that an order can be modified or cancelled once processing, fulfillment or shipment has begun.

If cancellation is no longer possible, the applicable return process may need to be followed after delivery.

Applicable statutory rights remain protected.

This policy is intended to explain xelzivo™ return and refund procedures and does not exclude, restrict or modify consumer rights or remedies that cannot lawfully be excluded, restricted or modified under applicable law.

Where mandatory consumer-protection law provides greater rights than this policy, the applicable mandatory legal requirements will govern.