Return and Refund Policy

Thank you for choosing xngvl. We aim to provide our customers with clear and reasonable after-sales service. This Return and Refund Policy explains how returns, refunds, order cancellations, and product-related issues are handled.

This Return and Refund Policy applies to orders placed and completed through this website. It does not exclude or restrict any statutory rights that consumers may have under applicable law. The specific handling of each request will depend on the circumstances of the order, the condition of the product, and applicable consumer protection laws.

1. Statutory Right of Withdrawal

For consumers covered by applicable European Union consumer protection laws, consumers generally have the statutory right to withdraw from a purchase within 14 calendar days of receiving the goods, without providing a reason, where legally applicable.

For orders containing physical goods, the withdrawal period generally begins on the day the consumer, or a third party designated by the consumer other than the carrier, physically receives the goods.

If you wish to exercise your statutory right of withdrawal, please contact us by email within the applicable period:

Customer Support
📧 calahanfairy@gmail.com

To help us identify your order, please include your order number, product name, and details of your return or withdrawal request.

The statutory right of withdrawal may be subject to exceptions provided by law. The applicable laws shall prevail.

2. Returning Products

If you exercise your statutory right of withdrawal in accordance with applicable law, you may handle and inspect the goods to the extent necessary to establish their nature, characteristics, and basic functionality.

To facilitate the return process, we recommend that you:

• Retain and use the original product packaging whenever possible;

• Return all accessories, manuals, and other included items with the product;

• Use appropriate packaging to prevent additional damage during transportation;

• Keep the return tracking information and proof of shipment.

If the value of the goods has diminished due to handling beyond what is necessary to inspect their nature, characteristics, and functionality, you may be responsible for the resulting loss in value to the extent permitted by applicable law.

Other return conditions may apply to return requests that do not fall within the scope of the statutory right of withdrawal.

3. Return Shipping Costs

When exercising the statutory right of withdrawal, consumers are generally responsible for the direct costs of returning the goods, unless otherwise provided by applicable law or agreed upon by both parties.

Return shipping costs may be covered by xngvl in the following circumstances:

• We have expressly agreed to cover the return costs;

• We were legally required to provide information about the relevant costs in advance but failed to do so;

• Applicable law expressly requires us to bear the costs;

• The product was incorrectly shipped, defective, or otherwise falls under circumstances for which we are legally responsible.

If you receive a product that is defective, damaged during transportation, or incorrect, we recommend contacting us before returning it so that we can confirm the appropriate handling procedure.

4. Defective, Damaged, or Incorrect Products

If the product you receive has obvious shipping damage, quality issues, is incorrect, or significantly differs from what was agreed upon in your order, please contact us as soon as possible:

📧 calahanfairy@gmail.com

To help us verify the issue, please provide the following information whenever possible:

• Order number;

• Recipient’s name;

• Product name;

• Detailed description of the issue;

• Photos or videos of the product, where applicable;

• Any other information that may help us verify the issue.

After receiving the relevant information, we will review the matter based on the order details and applicable law.

Depending on the circumstances and legal requirements, available solutions may include:

• Repair;

• Replacement;

• Refund;

• Price reduction;

• Other remedies available under applicable law.

Any statutory warranty rights and other mandatory consumer rights shall not be restricted by this policy.

5. Refund Methods and Processing

Once a return, refund, or withdrawal request meets the applicable requirements, we will process it in accordance with applicable law and the circumstances of the order.

For orders where the statutory right of withdrawal is lawfully exercised, refunds will generally include the amount paid for the goods and, where required by law, the standard delivery charges that are eligible for reimbursement.

To the extent permitted by law, we may withhold the refund until we have received the returned goods or until the consumer has provided valid proof that the goods have been shipped back, whichever occurs earlier as permitted by applicable law.

Refunds will generally be issued through the original payment method used for the order, unless otherwise agreed by both parties or another method is required by applicable law.

The time it takes for a refund to appear in your account may be affected by the processing speed of your bank, payment service provider, or payment channel. Therefore, the actual time of receipt may differ from the date on which the refund is processed.

6. Return and After-Sales Process

Step 1: Submit a Request

Please contact us by email:

📧 calahanfairy@gmail.com

Your email should preferably include:

• Order number;

• Product name;

• Type of request, such as a return, refund, withdrawal, exchange, or product quality issue;

• Description of the issue;

• Photos or videos, where necessary.

Step 2: Request Confirmation

After receiving your request, we will review and confirm it based on the order details and the specific circumstances.

If the product needs to be returned, we will provide the relevant return information and instructions by email.

Please do not send the product to any other address without receiving return instructions from us.

Step 3: Return the Product

If a return is required, please package the product appropriately to reduce the risk of further damage during transportation.

We recommend using a shipping method that provides tracking and keeping the tracking number and proof of shipment until the return process has been completed.

Step 4: Refund or Other After-Sales Resolution

Once we receive the returned product or valid proof of return shipment, as applicable, we will continue processing the request based on the order details and applicable law.

Depending on the circumstances, the resolution may include a refund, exchange, repair, price reduction, or another remedy available under applicable law.

We will notify you of relevant processing updates through the contact information you provide.

7. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible:

📧 calahanfairy@gmail.com

If the order has not yet entered the shipping or fulfillment process, we will reasonably assist with the cancellation request based on the actual order status.

If the order has already entered the processing or delivery stage, it may not be possible to cancel it directly. In such cases, if you have a statutory right of withdrawal, you may request a return or refund after receiving the product in accordance with applicable law.

As orders may enter the processing stage shortly after being placed, we recommend sending your cancellation request as soon as you decide to cancel.

8. Cash on Delivery (COD)

If the order page indicates that Cash on Delivery (COD) is available, consumers may pay the applicable amount to the delivery personnel upon delivery, in accordance with the payment instructions provided on the order page.

To reduce the possibility of failed delivery, please ensure that your order information is accurate, including:

• Recipient’s full name;

• Complete delivery address;

• Valid telephone number.

For Cash on Delivery orders that qualify for a refund, we will confirm the appropriate refund method with the consumer based on the circumstances of the order and applicable law.

9. Statutory Exceptions and Special Products

Under applicable law, the statutory right of withdrawal may not apply to all products or transactions.

Certain legal exceptions may include:

• Products customized or manufactured according to the consumer’s specifications;

• Certain sealed products that are unsuitable for return for health or hygiene reasons once unsealed after delivery;

• Other products or services that are legally exempt from the statutory right of withdrawal.

If a product is subject to a statutory exception to the right of withdrawal, we will provide the relevant information to consumers to the extent required by law.

Nothing in this policy is intended to exclude, restrict, or diminish any mandatory rights that consumers have under applicable law.

10. Return and Refund Reminders

To help us process your after-sales request efficiently, please note the following:

• We recommend contacting us before returning any product;

• Keep the return tracking number and relevant proof of shipment;

• Provide accurate order information;

• Package returned products appropriately;

• Avoid using the product beyond what is necessary for normal inspection;

• If the product is damaged, defective, or incorrect, provide clear photos or videos where possible;

• Any mandatory consumer rights provided by law remain unaffected by this policy.

11. Contact Us

If you have any questions regarding your order, returns, refunds, exchanges, order cancellations, product issues, or other after-sales matters, please contact:

xngvl Customer Support

📧 calahanfairy@gmail.com

When contacting us, please provide your order number and a detailed description of the issue whenever possible so that we can identify your order and process your request.

We will review and respond to your request as soon as reasonably possible after receiving it, depending on the circumstances.

Thank you for choosing xngvl.