Xenamavel Children’s Toy Store: Return Policy

Effective Date: November 27, 2024

At Xenamavel Children’s Toy Store, we strive to ensure your satisfaction with every purchase. If you’re not completely happy with your order, we’re here to help. This return policy outlines the terms for returns, exchanges, and refunds for purchases made in-store and online at xenamavel.com.

For further assistance, please contact us at:

  • Hotline: (304) 737-1314
  • Email: info@xenamavel.com
  • Address: 526 Linden Ave, Steubenville, Ohio

1. Return Eligibility

We accept returns under the following conditions:

  • The item must be returned within 30 days of purchase.
  • The product must be unused, in its original packaging, and accompanied by a receipt or proof of purchase.
  • Customized or personalized items, clearance products, and gift cards are non-returnable unless defective or damaged upon arrival.

2. How to Initiate a Return

To start a return or exchange, follow these steps:

a. Online Purchases:

  1. Contact our support team at info@xenamavel.com with your order number, product details, and reason for the return.
  2. You will receive a return authorization and shipping label via email.
  3. Pack the item securely, attach the return label, and ship it to the address provided.

b. In-Store Purchases:

  1. Bring the item along with the receipt or proof of purchase to our store at 526 Linden Ave, Steubenville, Ohio.
  2. Our team will assess the return eligibility and process your request on-site.

3. Refund Process

  • Refund Method: Refunds will be issued to the original payment method used during purchase.
  • Processing Time: Once your return is received and inspected, refunds are processed within 5–7 business days. It may take additional time for your bank or credit card issuer to reflect the transaction.
  • Shipping Fees: Original shipping fees are non-refundable unless the return is due to an error on our part or a defective item.

4. Exchanges

We offer product exchanges under the following conditions:

  • The item to be exchanged is of equal or lesser value.
  • Exchanges are subject to product availability. If the replacement item is unavailable, we will issue a refund.
  • For online exchanges, the same steps as for returns apply.

5. Defective or Damaged Items

If you receive a defective or damaged item, please contact us within 7 days of receipt with photos of the issue. We will offer a replacement or full refund at no additional cost.

6. Non-Returnable Items

Certain items are ineligible for returns or exchanges, including:

  • Customized or personalized toys.
  • Clearance or final sale items.
  • Opened or used products unless they are defective.
  • Gift cards.

7. International Returns

For orders shipped outside the U.S., customers are responsible for return shipping costs unless the item is defective or incorrect. Customs fees and duties are non-refundable.

8. Cancellations

  • Online Orders: Orders can be canceled within 24 hours of placement without penalties. After this period, cancellation requests will be treated as returns.
  • In-Store Purchases: Orders can only be canceled before checkout is completed.

9. Frequently Asked Questions

Q1: What if I lost my receipt?
For in-store purchases, we may be able to locate your transaction using other details like payment method or date of purchase. For online orders, your email confirmation acts as proof of purchase.

Q2: Can I return a gift?
Yes, gift returns are accepted with a gift receipt. Refunds will be issued as store credit or exchanged for another item.

Q3: Who pays for return shipping?
For defective or incorrect items, we cover the return shipping cost. For other returns, customers are responsible for return shipping fees.

Q4: Can I return items bought on sale?
Sale items are final and non-returnable unless they arrive damaged or defective.

Q5: How long does it take to process a return?
We aim to process returns within 5–7 business days of receiving the item. Refunds may take additional time depending on your financial institution.

10. Updates to This Policy

This return policy may be updated from time to time to reflect changes in our services or legal requirements. The most current version will always be available on our website at xenamavel.com/return-policy.

Thank you for choosing Xenamavel Children’s Toy Store. We’re committed to making your shopping experience delightful and hassle-free. Explore our exciting collection of toys today at xenamavel.com.