Refund policy

Last Updated: October 19, 2026

At Xerenella, we want you to be satisfied with your purchase. If you are not completely satisfied, we are here to help. This Return & Refund Policy explains our return eligibility, return process, refund procedures, return shipping responsibilities, and other important information for purchases made through www.xerenella.com.

1. 30-Day Return Policy

We offer a 30-day return policy.

You have 30 calendar days from the date your order is delivered to request a return.

To be eligible for a return, your item must be:

• Unworn, unused, and unwashed.

• In the same condition in which it was received.

• Returned with all original tags attached.

• Returned in its original packaging.

• Accompanied by proof of purchase, such as your order number or purchase confirmation.

These condition requirements apply to ordinary change-of-mind returns. They do not prevent you from contacting us about an item that arrived damaged, defective, or incorrect; those reports will be reviewed under Section 5 and applicable law.

2. How to Start a Return

To request a return, please contact us at hello@xerenella.com within the 30-day return period.

Please include:

• Your order number.

• The email address used to place the order.

• The reason for your return request.

After reviewing your request, we will provide a Return Merchandise Authorization (RMA) together with detailed return instructions, including where and how to send your package.

Please do not send items back before receiving return authorization, as unauthorized returns may not be accepted or may experience processing delays.

3. Return Method

Returns are accepted by mail only.

Please follow the return instructions provided by our customer support team. We recommend using a trackable shipping service and retaining your shipping receipt until your return has been completed.

4. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Customer Responsibility

You are responsible for return shipping costs if the return is due to:

• Change of mind.

• Ordering the wrong size.

• Ordering the wrong color.

• Style preference.

• No longer wanting the item.

Our Responsibility

If you receive a defective, damaged, or incorrect item, Xerenella will cover the return shipping cost or provide a prepaid return shipping label where applicable.

5. Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

If your item arrives damaged, defective, or incorrect, please contact hello@xerenella.com as soon as reasonably possible.

To help us review your request, please provide:

• Your order number.

• Clear photographs of the product.

• Photos of the packaging, if applicable.

• A brief description of the issue.

After reviewing your request, we will work with you to provide an appropriate resolution, which may include a replacement, refund, or another suitable solution.

6. Items That May Not Be Eligible for Return

Items that have been worn, washed, altered, damaged after delivery, or returned without original tags or original packaging may not be eligible for an ordinary return. If a product is specifically marked as final sale or non-returnable at the time of purchase, that designation may affect return eligibility, subject to applicable law and any rights relating to items that arrive damaged, defective, or incorrect.

If gift cards or custom-made or personalized products are offered, any applicable return restrictions will be disclosed in the product details or at checkout before purchase. Unless such a restriction is clearly disclosed and permitted by applicable law, no additional exclusion for these product types is stated in this policy.

7. Exchanges

We currently do not offer direct exchanges.

If you would like a different size, color, or style, we recommend returning your eligible item for a refund and placing a new order for the item you would like instead.

If you received a defective, damaged, or incorrect item, please contact us so we can review the issue and provide an appropriate solution.

8. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

After your return is received, the inspection usually takes 1–2 business days. If the return is approved, we generally process the refund within a further 1–2 business days and issue it to your original payment method.

After the refund is issued, your bank, card issuer, or payment provider may require an additional 1–5 business days for the funds to appear in your account. These are estimated processing periods and may vary. If a refund is not approved, we will notify you of the outcome.

9. Original Shipping Charges

Original shipping charges paid at checkout are generally non-refundable, unless the return is the result of our error, such as shipping the wrong item or sending a defective or damaged product.

10. Restocking Fee

We do not charge a restocking fee for eligible returns.

11. Return Address

Returns must be authorized before being sent to the return address below.

The return address recorded for Xerenella is the same as the business/contact address shown below. You must contact hello@xerenella.com and receive return authorization and specific return instructions before mailing any item. Do not send a package to this address without that authorization. This address is provided as the recorded return address and is not represented as a warehouse.

Recorded Return / Business Contact Address
7915 Hanover St, Dallas, TX 75225, United States

Please include your order number or Return Merchandise Authorization (RMA) with your return package to help us identify and process your return efficiently.

12. Contact Information

If you have any questions regarding returns, refunds, damaged items, or exchanges, please contact us.

Brand Name: Xerenella

Website: www.xerenella.com

Business Address:

7915 Hanover St, Dallas, TX 75225, United States

Customer Support Email:

hello@xerenella.com

Customer Support Phone:

+1 717-585-1360

Customer Support Hours:

Monday – Saturday: 9:00 AM – 6:00 PM CT

Sunday: Closed

We aim to respond to return and refund inquiries within 24–48 business hours.