Return & Refund Policy

Last Updated: November 12, 2026

1. Policy Overview

At xoriielle, we value our customers and aim to make every shopping experience as straightforward and reassuring as possible.

We understand that there may be situations in which a customer needs to return a purchased item or request a refund. This policy outlines the conditions, procedures, and responsibilities associated with returns, refunds, exchanges, and after-sales assistance.

Our online store is operated by Hengyang Shibazhao Technology Co., Ltd. under the brand name xoriielle.

By placing an order through our website, you acknowledge that you have reviewed the applicable return and refund arrangements described below.

This policy operates alongside applicable consumer protection laws. Nothing in this policy is intended to remove, restrict, or waive any mandatory rights or remedies available to customers under applicable law.

2. Return Eligibility and Time Limit

Eligible purchases may be returned within 30 calendar days after delivery, subject to the applicable return conditions.

For standard returns resulting from a change of mind or personal preference, products should generally satisfy the following requirements:

• The product remains unused and unworn, where applicable.

• The item is maintained in its original condition.

• Original packaging, labels, and included accessories are retained where reasonably available.

• The product has not been damaged, altered, or misused after delivery.

• The return request is submitted within the applicable 30-calendar-day period.

• Prior authorization has been obtained from our customer support team.

Each return request will be evaluated according to the reason for return, the product's condition, and the relevant requirements.

Items reported as damaged, defective, or incorrectly supplied will be reviewed separately according to the circumstances.

Where applicable consumer protection laws provide additional or different rights, those legal requirements will take precedence over our standard return conditions.

3. Return Reasons and Shipping Cost Responsibilities

The responsibility for return shipping expenses depends on why a product is being returned.

Our standard arrangements are explained below.

3.1 Change of Mind or Personal Preference

We recognize that customers may occasionally decide that a purchased product is no longer suitable for their needs or preferences.

Eligible personal preference returns may be requested within the applicable return period.

For these returns:

• Customers are responsible for the applicable return shipping costs.

• Products should satisfy the relevant return condition requirements.

• Approval must be obtained from our customer support team before the item is shipped back.

Customers are encouraged to contact us before arranging transportation so that the return can be reviewed and the correct instructions can be provided.

3.2 Damaged or Defective Products

We aim to ensure that products are delivered in the expected condition.

If an item arrives damaged or has a qualifying defect, please contact our customer service team as soon as reasonably possible.

To help us assess the issue, please provide:

• Your order number.

• The affected product name or description.

• A clear explanation of the reported problem.

• Photographs or videos showing the damage or defect.

• Photographs of the external packaging, where relevant.

Our team will review the information and explain the appropriate next steps.

When a return is required because of a qualifying damaged or defective product issue, xoriielle will cover the applicable return shipping costs.

Depending on the circumstances, a suitable resolution may include an authorized return, replacement, refund, or another appropriate remedy.

3.3 Incorrect Items Supplied

If you receive a product that differs from your order because of an error on our part, please notify our customer support team.

Please provide your order number and relevant photographs or other supporting information so that we can investigate the matter.

When a return is necessary because an incorrect product was supplied due to an error on our part, xoriielle will cover the applicable return shipping costs.

Our team will review the situation and provide the appropriate instructions for resolving the issue.

4. How to Request a Return

All returns must be reviewed and authorized by our customer support team before any product is sent back.

To initiate a return request, please contact us through our official customer service email:

Email: service@xoriielle.com

Please include the following information in your message:

1. Your full name.

2. Your order number.

3. The email address used during checkout.

4. The product you intend to return.

5. The reason for requesting the return.

6. Relevant photographs or videos, where applicable.

After receiving your request, our team will review the submitted details and determine whether the return meets the applicable requirements.

If your request is approved, we will provide the designated return address and the necessary shipping instructions.

Important: Please do not send any product back before receiving authorization from our customer support team.

Obtaining approval in advance helps us identify the original transaction and handle your return more efficiently.

5. Return Shipping Procedures

Once your return request has been approved, please follow the instructions provided by our customer support team.

The applicable shipping arrangements depend on the reason for the return.

Personal Preference Returns

Customers are responsible for arranging and paying the applicable return shipping costs.

Damaged or Defective Products

xoriielle covers the applicable return shipping costs when a return is required because of a qualifying product issue.

Incorrect Products

xoriielle covers the applicable return shipping costs when a return is required because of an error on our part.

Please package the product appropriately to reduce the risk of additional damage during transportation.

We recommend keeping your return shipping receipt and tracking details until the return process has been completed.

Designated Return Address

The business address displayed on our Contact Us page is intended for company identification and general correspondence.

It is not necessarily the designated destination for returned products.

After reviewing and approving your return request, our customer support team will provide the correct return address and relevant instructions.

Please do not send returned products to our registered business address unless our team has specifically confirmed that it is the correct return destination.

6. Return Inspection and Evaluation

Once an authorized return has arrived at the designated destination, the returned product will undergo an appropriate inspection.

The inspection may involve reviewing:

• Whether the returned item corresponds to the original purchase.

• Whether the product meets the applicable return condition requirements.

• Whether the original packaging and included accessories have been retained, where reasonably available.

• Whether the reported damage, defect, or other issue is consistent with the information submitted.

• Whether the return complies with the applicable authorization instructions.

After the inspection, our team will determine the appropriate resolution based on the circumstances.

If the return qualifies for a refund, the refund will be processed according to the procedures outlined in this policy.

If additional details are needed, we may contact you before completing the review.

7. Refund Processing Time

For approved returns, refunds are generally processed within 5–10 business days after the returned product has been received and inspected.

The processing period begins after our team has received the returned item and completed the applicable inspection.

Please understand that the time required for us to initiate a refund and the time required for the funds to appear in your account are separate.

Once the refund has been issued, your bank, card issuer, or payment provider may require additional time to complete the transaction.

The actual posting period may vary depending on the financial institution and payment method.

If the refund does not appear after the expected processing period, we recommend contacting your payment provider or reaching out to our customer support team for assistance.

8. Refund Method

Approved refunds are generally returned through the original payment method used for the purchase.

For example, if you originally paid using a credit card, debit card, or another supported payment option, the refund will generally be issued through the same payment channel.

Using the original payment method helps maintain transaction consistency and supports the verification of the original purchase.

If the original payment method is no longer available or cannot receive the refund, please contact our customer service team.

We will review the circumstances and determine an appropriate arrangement in accordance with applicable payment procedures and legal requirements.

9. Product Exchanges

If you would prefer to exchange an item instead of requesting a refund, please contact our customer support team before returning the original product.

Exchange requests may depend on:

• Availability of the requested replacement.

• The condition of the original product.

• The reason for the exchange.

• Applicable return requirements.

• Review and authorization by our team.

If the requested replacement is unavailable, we will discuss an appropriate alternative or refund arrangement.

Please do not send the original product back until you have received instructions from our customer support team.

Any exchange, repair, replacement, or other remedy required under applicable consumer protection laws will be handled in accordance with those requirements.

10. Damaged, Defective, or Incorrect Deliveries

We understand how disappointing it can be to receive a product that does not arrive in the expected condition.

If your order contains a damaged, defective, incomplete, or incorrect item, please contact us so that we can review the issue.

To help us assess your request, please provide:

• Your order number.

• Your contact email address.

• The name or description of the affected product.

• A detailed explanation of the problem.

• Clear photographs or videos showing the issue.

• Photographs of the delivery packaging, where relevant.

After reviewing the information, our team will explain the appropriate next steps.

Depending on the circumstances, possible resolutions may include:

• An appropriate replacement.

• An authorized return.

• A refund.

• Another suitable remedy.

When a return is required because of a qualifying product issue or an error on our part, xoriielle will cover the applicable return shipping costs.

We recommend retaining the original packaging and relevant delivery materials until the matter has been resolved.

11. Order Cancellation and Refund Arrangements

If you wish to cancel an order, please contact our customer support team as early as possible.

Cancellation requests will be assessed according to the current order status.

If an order has not entered processing or dispatch, we will review whether cancellation can be accommodated.

Once an order has entered processing or has been transferred to the shipping carrier, cancellation may no longer be available through our standard procedures.

If a cancellation is approved after payment has been collected, the applicable refund will generally be issued through the original payment method.

For orders that have already been dispatched, customers may submit a return request in accordance with this policy.

Any mandatory cancellation or withdrawal rights provided by applicable consumer protection laws remain unaffected.

12. Refunds for Orders That Cannot Be Fulfilled

There may be circumstances in which we are unable to complete an order because of product availability issues, payment verification concerns, or other operational reasons.

If we determine that a purchase cannot be fulfilled after payment has been collected, we will communicate the relevant information to the affected customer.

An applicable refund will be arranged through the original payment method, subject to the relevant payment procedures and legal requirements.

If you have questions about an unfulfilled purchase or an associated refund, please contact our customer service team.

13. Returns That May Not Meet Standard Eligibility Requirements

A return request may not qualify under our standard personal preference return arrangements in circumstances such as:

• The request is submitted outside the applicable return period.

• The product does not meet the relevant return condition requirements.

• The item has been damaged through misuse or unauthorized alteration after delivery.

• The returned item cannot reasonably be identified as part of the original purchase.

• The return was sent without the required authorization.

These conditions do not override mandatory consumer protection rights.

Where a product is defective, incorrectly supplied, or otherwise covered by a statutory consumer remedy, we will assess the matter in accordance with applicable law.

If you are uncertain whether your purchase qualifies for a return, please contact us before taking further action.

14. Refunds That Have Not Appeared

If you have received confirmation that a refund has been initiated but cannot see the funds in your account, we recommend following these steps:

1. Review your original payment account or card statement.

2. Check whether your bank or payment provider has recorded a pending refund.

3. Contact your financial institution to confirm the transaction status.

4. If the refund remains unavailable, contact our customer support team.

When contacting us, please provide your order number and any relevant refund confirmation details.

We will review the available information and assist with further clarification where possible.

15. Consumer Protection and Statutory Rights

This policy explains the standard return and refund procedures followed by xoriielle.

It is intended to operate alongside applicable consumer protection laws and regulations.

Nothing in this policy is intended to exclude, restrict, or replace any mandatory legal rights or remedies available to customers.

Such rights may include statutory protections relating to:

• Defective or faulty products.

• Incorrectly supplied goods.

• Mandatory cancellation or withdrawal periods.

• Refunds and replacements.

• Other consumer remedies provided by applicable law.

If any provision of this policy conflicts with a mandatory legal requirement, the relevant legal requirement will prevail to the extent of the conflict.

Customers retain all rights and remedies available under the laws applicable to their purchases.

16. Updates to This Policy

We may revise this Return & Refund Policy from time to time to reflect changes in our after-sales procedures, business operations, or applicable legal requirements.

Any revised version will be published on this page together with an updated Last Updated date.

We encourage customers to review this page periodically to remain informed about the current return and refund arrangements.

Changes will be handled in accordance with applicable laws and existing contractual obligations.

17. Contact Information

If you have questions about return eligibility, refund procedures, exchange requests, return shipping costs, or other after-sales matters, please contact us through the official channels below.

Brand Name: xoriielle

Legal Company Name: Hengyang Shibazhao Technology Co., Ltd.

Customer Service Email: service@xoriielle.com

Business Phone: +86 734-8856271

Business Address:

Room 002358, 3rd Floor, Kechuang Zhigu, High-tech Zone, Hengyang City, Hunan Province, China.

For faster assistance, please include your order number and the email address used during checkout.

Please remember that all returns require prior authorization. The designated return destination will be provided after your request has been reviewed and approved.

Thank you for choosing xoriielle. We appreciate your trust and remain committed to providing attentive customer support and a convenient shopping experience.