Refund policy
Last Updated: October 19, 2026
At Xalavelle, we aim to provide a clear, reliable, and straightforward shopping experience. As fellow collectors, we understand that product condition, authenticity, and original packaging matter. This Return and Refund Policy explains how to request a return, exchange, refund, or order cancellation for purchases made through https://www.xalavelle.com/.
All return, exchange, and refund requests must be submitted to and reviewed by our customer support team before any return or refund is processed. Submitting a request does not automatically mean it has been approved. Please wait for our instructions before shipping any item back.
Nothing in this policy is intended to limit any consumer rights or remedies that cannot legally be excluded under applicable law.
Policy Overview
| Policy Item | Details |
|---|---|
| Return Request Window | Within 30 days of delivery |
| Restocking Fee | $0 for eligible returns |
| Return Shipping for Change-of-Mind Returns | Paid by the customer |
| Return Shipping for Confirmed Damaged, Defective, or Incorrect Items | Covered by Xalavelle where applicable; return instructions provided by customer support |
| Standard Return Condition | Unopened, unused, and in original packaging |
| Refund Authorization | Required; contact customer support |
| Return Inspection | Generally completed within 2–3 business days after receipt of the returned item |
| Refund Processing | Refunds are generally completed within 3–5 business days after approval. |
| Refund Payment Method | Original payment method, unless otherwise agreed or required by law |
1. Return Window and Eligibility
You may contact us to request a return within 30 days of the delivery date.
For a standard change-of-mind return, the item must meet the following conditions:
Unopened and Unused: The item must remain unopened and unused, with original factory seals and retail packaging seals intact.
Original Packaging: All original retail boxes, manuals, inserts, parts, accessories, and other included components must be returned.
Proof of Purchase: You must provide your order number or valid purchase confirmation.
Prior Authorization: You must contact customer support and receive return instructions before shipping any item back.
All standard returns are subject to review. We will notify you whether your request is approved and explain the next steps.
Special Note for Collectible Figures, Toys, and Model Kits
We understand that factory seals and original packaging can significantly affect collectible value. For standard change-of-mind returns, opening sealed packaging, breaking factory seals, opening sealed inner bags, assembling a model kit, or modifying an item may make the item ineligible for return.
However, opening packaging does not automatically disqualify a claim involving a verified defect, shipping damage, an incorrect item, or another issue protected by applicable law. These claims are reviewed separately from standard change-of-mind returns.
2. Items That May Not Qualify for a Standard Return
Unless an item is damaged, defective, incorrect, or otherwise covered by applicable consumer protection laws, the following may not qualify for a standard change-of-mind return:
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Items with broken factory seals or opened retail packaging.
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Items with missing original boxes, accessories, manuals, inserts, or other included components.
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Items that have been assembled, modified, displayed, used, or damaged after delivery.
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Items for which the return request is submitted after the 30-day return window.
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Items clearly identified as final sale, clearance, or non-returnable before purchase, where such restrictions are permitted by law.
If you believe an item has a defect or does not match its description, please contact us even if the item has been opened. We will review the circumstances and provide any remedy required by applicable law.
3. Damaged, Defective, Missing, or Incorrect Items
Please inspect your order upon arrival. If your item arrives damaged, appears defective, is incorrect, or an item is missing from your package, contact our customer support team as soon as reasonably possible.
You can reach us at:
Email: hello@xalavelle.com
Phone: +1 214-528-7328
Please provide the following information where available:
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Your order number.
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A description of the issue.
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Clear photos or videos showing the item and the reported issue.
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Photos of the outer shipping box, shipping label, and package contents, if relevant.
How We Handle These Requests
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Contact customer support and submit the information above.
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Our team will review your request and may ask for additional information to assess the issue.
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We will communicate the available resolution and any required return instructions.
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Where applicable, Xalavelle will cover reasonable return shipping costs for confirmed damaged, defective, or incorrectly supplied items and will provide a prepaid label or other appropriate shipping arrangement.
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Depending on the circumstances, stock availability, and applicable law, the resolution may include a replacement, refund, or another appropriate remedy.
Please do not discard the item or its packaging before contacting us if doing so could make it more difficult to assess your claim.
4. How to Request a Return or Refund
All return and refund requests must be submitted to customer support for review and authorization.
Please follow these steps:
Step 1: Contact Us
Email hello@xalavelle.com within 30 days of delivery for a return request. Include your order number, the item you wish to return, and the reason for your request.
For damaged, defective, missing, or incorrect items, please provide supporting photos or videos where available.
Step 2: Wait for Review and Instructions
Our customer support team will review your request and notify you of the decision or any additional information needed.
For approved damaged or defective returns: We will explain the return arrangement and provide a prepaid shipping label or other appropriate shipping instructions where applicable.
For approved standard returns: We will provide the confirmed return address and shipping instructions. You are responsible for standard return shipping costs unless otherwise required by law or stated in this policy.
Step 3: Ship the Item if Authorized
Pack the item securely with suitable protective materials. Include the required original packaging, accessories, and components. Use the return instructions provided by customer support.
Keep your shipping receipt and tracking number until the return process is complete.
Step 4: Inspection and Refund Decision
After the returned item is delivered, we generally aim to complete the inspection within 2–3 business days. We will determine whether the return meets the applicable conditions and notify you of the outcome.
Step 5: Refund Processing
If a refund is approved, the refund will generally be completed within 3–5 business days after approval.
A refund request is not considered approved merely because it has been submitted or the returned package has been delivered.
5. Return Shipping Costs and Restocking Fees
Restocking Fees: Xalavelle does not charge restocking fees for eligible returns.
Standard Change-of-Mind Returns: The customer is responsible for purchasing and paying for return postage.
Confirmed Damaged, Defective, or Incorrect Items: Xalavelle will cover reasonable return shipping costs where applicable and provide instructions for the return arrangement.
Original Shipping Charges: Original shipping charges paid at checkout are generally non-refundable for standard change-of-mind returns, except where a refund is required by applicable law or otherwise stated in this policy.
Please contact customer support before shipping an item. Unauthorized returns may be delayed because we may need to identify the order and confirm the correct processing instructions.
6. Refund Review and Processing
Refunds are not automatic. You must contact customer support and receive confirmation that your refund has been approved.
Our refund process generally works as follows:
Request Review: Customer support reviews your request and may ask for additional information.
Return and Inspection: If a return is required, you must follow the authorized return instructions. Once the returned item is received, we generally aim to complete the inspection within 2–3 business days.
Refund Decision: We will notify you whether the refund is approved or whether further review is needed.
Refund Processing: Once approved, refunds are generally issued to the original payment method within 3–5 business days.
We will communicate any material delay or additional information needed to process your request. All refund decisions and timelines remain subject to applicable law.
7. Exchanges
Exchanges must be requested through customer support and are subject to review, product condition, and inventory availability.
If you wish to exchange an unopened item, email hello@xalavelle.com with your order number and the product you would like instead.
If an exchange cannot be completed because the requested item is unavailable, customer support will explain the available alternatives, which may include an eligible refund.
8. Order Cancellations
If you need to cancel an order, contact hello@xalavelle.com as soon as possible and provide your order number.
An order may generally be canceled if it has not yet entered fulfillment or shipping. Once fulfillment has begun or the order has shipped, cancellation may no longer be possible.
If cancellation is no longer possible, customer support will explain whether a return can be requested after delivery under this policy. Any cancellation or refund remains subject to applicable law and the status of the order.
9. Return Address and Authorization
Please contact customer support and receive return authorization before sending an item back.
Our customer support team will confirm the correct return address and shipping instructions for your specific order. This helps ensure that your return is routed correctly and can be matched to your order.
Do not assume that the business address listed in the Contact Information section is the return address unless customer support confirms it for your return.
Unauthorized or incorrectly routed packages may experience processing delays. This does not affect any consumer rights that cannot legally be excluded.
10. Contact Information
For questions about returns, refunds, exchanges, damaged items, missing items, or order cancellations, please contact us:
Store Name: Xalavelle
Website: https://www.xalavelle.com/
Email: hello@xalavelle.com
Phone: +1 214-528-7328
Business Address:
4307 McKinney Ave
Dallas, TX 75205
United States
Customer Support Hours
Monday–Saturday: 9:00 AM–6:00 PM Central Time (CT)
Sunday: Closed
We aim to respond to privacy-related inquiries within 24–48 business hours.
11. Policy Updates and Consumer Rights
We may update this policy from time to time. Any updated version will be published on our website with a revised “Last Updated” date where appropriate.
Nothing in this policy excludes, restricts, or modifies any consumer right or remedy that cannot legally be excluded, restricted, or modified under applicable law. If any provision conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
For questions about your specific order or to request a return or refund, please contact hello@xalavelle.com before taking further action.
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