Return Policy

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1. Overview

At Xluzarinaz, we want you to be satisfied with your purchase. This Return Policy outlines the conditions under which you may return products and receive a refund. Please read this policy carefully before making a purchase.

2. Return Eligibility

2.1 Return Window

You may request a return within 30 days from the date of delivery. Returns requested after this period will not be accepted.

2.2 Eligible Products

To be eligible for a return, the product must meet the following conditions:

  • Unopened: The product must be in its original, sealed packaging
  • Unused: The product must not have been used, consumed, or tampered with
  • Original Condition: The product and packaging must be in the same condition as received
  • Proof of Purchase: You must provide a valid order confirmation or receipt

2.3 Non-Returnable Items

The following items cannot be returned:

  • Opened or used products (for health and safety reasons)
  • Products with broken seals or damaged packaging
  • Products purchased more than 30 days ago
  • Products not purchased directly from our Website
  • Free promotional items or samples

3. How to Request a Return

3.1 Contact Us

To initiate a return, please contact our customer support team:

Email: team@xluzarinaz.world

Please include the following information in your request:

  • Your order number
  • The product(s) you wish to return
  • Reason for the return
  • Your contact information

3.2 Return Authorization

Our team will review your request and respond within 2-3 business days. If your return is approved, we will provide you with:

  • A Return Merchandise Authorization (RMA) number
  • Return shipping instructions
  • The return address

Important: Do not ship products back without first obtaining an RMA number. Returns without an RMA number may be refused.

3.3 Ship the Product

Once you receive return authorization:

  • Pack the product securely in its original packaging
  • Write the RMA number clearly on the outside of the package
  • Ship the product to the address provided
  • We recommend using a trackable shipping method and purchasing shipping insurance

4. Return Shipping Costs

4.1 Customer-Initiated Returns

If you are returning a product for reasons other than our error (e.g., change of mind), you are responsible for the return shipping costs.

4.2 Defective or Incorrect Products

If you received a defective or incorrect product, we will cover the return shipping costs. Please contact us immediately upon receiving such products.

5. Refund Process

5.1 Inspection

Once we receive your returned product, our team will inspect it to ensure it meets our return conditions. This process typically takes 3-5 business days.

5.2 Refund Approval

If the return is approved, we will initiate a refund to your original payment method. You will receive an email notification confirming the refund.

5.3 Refund Timeline

Refunds are typically processed as follows:

  • Credit/Debit Cards: 5-10 business days for the refund to appear on your statement
  • PayPal: 3-5 business days
  • Other Payment Methods: Processing times may vary

Please note that the actual time for the refund to appear in your account depends on your financial institution.

5.4 Refund Amount

Approved refunds will include:

  • The full purchase price of the returned product(s)

The following are not refundable:

  • Original shipping costs (unless the return is due to our error)
  • Return shipping costs (unless the return is due to our error)

6. Exchanges

We do not offer direct exchanges. If you wish to exchange a product, please:

  1. Request a return for the original product
  2. Place a new order for the desired product

7. Damaged or Defective Products

7.1 Reporting Damage

If your product arrives damaged or defective, please contact us within 48 hours of delivery with:

  • Photos of the damaged product and packaging
  • Your order number
  • A description of the damage

7.2 Resolution

For damaged or defective products, we will offer one of the following at our discretion:

  • A full refund
  • A replacement product shipped at no additional cost

8. Lost or Missing Orders

If your order has not arrived within the expected delivery timeframe:

  • Check the tracking information provided in your shipping confirmation email
  • Contact your local postal service or carrier
  • If the package is confirmed lost, contact us for assistance

We will work with you to resolve the issue, which may include reshipping the order or issuing a refund.

9. Consumer Rights

This Return Policy does not affect your statutory rights as a consumer. Depending on your location, you may have additional rights under local consumer protection laws, including:

  • Canada: Consumer protection laws in your province may provide additional rights
  • European Union: You may have a 14-day right of withdrawal under EU consumer law

If mandatory local laws provide for more favorable return terms, those terms will apply.

10. Cancellation of Orders

If you wish to cancel an order:

  • Before shipment: Contact us immediately. If the order has not yet shipped, we can cancel it and issue a full refund.
  • After shipment: You will need to follow our standard return process once the product is delivered.

11. Changes to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting on the Website. The policy in effect at the time of your purchase will apply to that transaction.

12. Contact Us

If you have any questions about this Return Policy or need assistance with a return, please contact us:

Xluzarinaz
1000 Rue de la Gauchetière O
Montréal, QC H3B 4W5
Canada
Email: team@xluzarinaz.world