Refund policy

Cancellation Policy & Returns

Last updated: 1 July 2026

Page title: Cancellation Policy & Returns · Shopify slug: refund-policy

Your Right of Withdrawal

You have the right to withdraw from this contract within fourteen days without stating any reason.

The withdrawal period begins on the day on which you, or a third party other than the carrier nominated by you, takes physical possession of the goods, and lapses fourteen days later.

To exercise this right, you must notify us of your decision to cancel by means of a clear, unambiguous declaration — for example by email or letter:

XEVORA
Email: contact@xevora.com
Website: xevora.com

Your declaration must convey your intention to withdraw without any ambiguity. You may optionally use the model withdrawal form provided further below — there is no obligation to do so.

Despatching your withdrawal notice before the fourteen-day period closes is sufficient to meet the deadline.

Consequences of Withdrawal

Upon a valid withdrawal, we will reimburse all payments received from you — including standard outbound delivery charges (but not any additional cost incurred through your selection of a premium or express delivery option) — without undue delay and no later than fourteen days from receipt of your withdrawal notice.

Reimbursement will as a rule be made via the same payment method as the original transaction, unless explicitly agreed otherwise; under no circumstances will you be charged any fee in connection with the refund.

We may hold back the reimbursement until the goods have been returned to us, or until you provide evidence of having sent them — whichever is earlier.

Goods must be returned without undue delay and in any event within fourteen days of the date you notified us of your withdrawal. The deadline is considered met so long as the goods are despatched before this period elapses.

You bear the direct costs of returning the goods.

You are only liable for any reduction in the value of the goods resulting from handling beyond what is necessary to ascertain their nature, characteristics and functioning.

Exclusions from the Right of Withdrawal

The right of withdrawal does not extend to contracts for:

  • Goods manufactured to your personal specifications or clearly customised to your individual requirements;
  • Goods susceptible to rapid deterioration or whose expiry date would soon be exceeded;
  • Sealed goods that cannot be returned on health or hygiene grounds where the seal has been broken after delivery;
  • Goods that, after delivery, have by their nature become inseparably combined with other items;
  • Sealed audio or video recordings, or sealed software, whose seal has been opened after delivery.

Model Withdrawal Form

If you wish to cancel your order, please complete and return the form below.

To XEVORA
Email: contact@xevora.com

I/we (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale for the following goods (*) / the following service (*):

Ordered on (*) / received on (*): ___________________
Name of consumer(s): ________________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is sent on paper): _______________
Date: __________________

(*) Delete as appropriate.

How the Return Process Works

  1. Reach out to contact@xevora.com quoting your order number and the reason for the return.
  2. We will acknowledge your request and supply the return address.
  3. Pack the goods carefully — the original packaging is preferred wherever possible.
  4. Send the parcel back within fourteen days of notifying us of your withdrawal.
  5. Once the goods have been received and checked, your refund will be issued within fourteen days.

Refunds

Your refund will be credited via the payment method used for the original transaction. Depending on your bank or payment provider, it may take between five and ten working days for the sum to appear in your account.

Damaged or Defective Goods

Should any item arrive in a damaged or defective condition, please notify us within seven days of receipt at contact@xevora.com. Include clear photographs of the problem together with your order number. We will cover the return shipping costs and offer you — at your choice — either a replacement or a full refund of the purchase price.