Refund policy

Refund & Return Policy

Refund & Return Policy – XELA

At XELA, we want you to be fully satisfied with your purchase. If you are not happy with your order, you may request a return under the conditions below.

Return period

You have 14 days from the date of delivery to request a return.

Return conditions

To be eligible for a return:

  • The item must be unused and in the same condition that you received it

  • The item must be in its original packaging

  • Proof of purchase must be provided

Non-returnable items

Certain types of goods cannot be returned, including:

  • Personal care or hygiene products once opened

  • Gift cards

  • Final sale items

How to request a return

To start a return, please contact us at:

xelastore@proton.me

Please include:

  • Your order number

  • Reason for the return

  • Photos of the item if applicable

Our support team will guide you through the return process.

Refunds

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

If approved, your refund will be automatically processed to your original payment method within 5–10 business days, depending on your bank or payment provider.

Return shipping

Return shipping costs are the responsibility of the customer unless the item arrives damaged or incorrect.