Refund & Return Policy

At Xylori, customer satisfaction is our priority. We understand that sometimes a product may not meet your expectations, and we are here to help. This Refund & Return Policy outlines the conditions under which returns and refunds are accepted for orders placed within the United States.

Eligibility for Returns

To qualify for a return, the following conditions must be met:

• The item must be unused and in its original condition.
• The product must be returned in its original packaging.
• Proof of purchase (order confirmation email or receipt) is required.
• The return request must be submitted within 30 days of delivery.

Certain items may not be eligible for return due to hygiene or safety reasons, including opened pet food, used grooming products, or personalized/customized items.

How to Request a Return

To initiate a return, please contact our support team at contact@xylori.com with your order number and reason for return.

Once your request is reviewed and approved, you will receive return instructions, including the return shipping address and any additional details.

Return Shipping

• Customers are responsible for return shipping costs unless the item was defective or incorrect.
• We recommend using a trackable shipping service.
• Xylori is not responsible for items lost during return shipping.

Refund Process

Once we receive and inspect your returned item, we will notify you regarding the approval or rejection of your refund.

• If approved, refunds will be processed to your original payment method.
• Please allow 5–10 business days for the refund to appear on your statement.
• Original shipping costs are non-refundable unless the return is due to our error.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 48 hours of delivery. Include photos of the damaged product and packaging to help us resolve the issue quickly.

In such cases, we will offer a replacement or full refund at no additional cost to you.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange a product, contact us at contact@xylori.com.

Order Cancellations

Orders may be canceled within 12 hours of purchase. After this period, we cannot guarantee cancellation if the order has already been processed or shipped.

Contact Information

For questions regarding returns or refunds, please contact:

Xylori – Pet Products
Email: contact@xylori.com
Service Area: United States

We are committed to providing high-quality pet products and ensuring a smooth shopping experience for our customers.