Returns & Exchanges
Returns
Returns will only be processed in the case of defective products purchased through our website, or if the products received are different from the ones ordered. The products should be under the below conditions:
The item(s) must be returned to us within 5 natural days of first receiving the parcel. Please note that we can only accept returns with the merchandise in the same condition as when they were delivered, keeping the original tags and packaging.
Items must not be used, worn, altered, or washed. Returns that do not meet our requirements will not be accepted.
If a product is broken or damaged upon delivery, we should be notified by email at shop@xolopetboutique.com within 6 hours from the delivery time.
The refund will be issued within 48 hours of receiving the items back, but it may take 7-10 days to reflect in your account, depending on your bank's processing times.
How to apply for a Return
Send us an email at shop@xolopetboutique.com requesting the return and providing the following information:
- Customer's full name
- Order number
- Purchase date
- Name(s) of the product(s) to be returned
- Address where the product(s) will be picked up
- An original invoice should be attached
In the event that the return is due to the product(s) being defective or it is a different product than the one purchased through the website, the customer must also specify this circumstance, as well as mentioned any defects of the products, (hereinafter the 'Return Request').
After the Return Request has been approved, you will receive confirmation from our team to begin the refund process.
The item(s) will be inspected upon return, and you will be notified once your refund has been approved and processed.
If upon returned and inspection from our team, animal hairs, food, slobber, dirt, grease marks or perfume scent are found in the item(s), we won’t be able to proceed with the return. If the customer would like to get their product(s) back after a denial of a refund, shipping cost will be the sole responsibility of the client.
Exchanges
The customer may also exchange the purchased product for another one of ours, as long as the new product chosen is available on our website at the moment that we have received the item that wish to exchange.
The price of the new product chosen should be equal to or greater than the one originally purchased.
The product that is to be exchanged should meet the below conditions:
The item(s) must be returned to us within 5 natural days of first receiving the parcel. Please note that we can only accept exchanges with the merchandise in the same condition as when they were delivered, keeping the original tags and packaging. If 5 natural days have passed since your purchase regrettably, we cannot offer an exchange or credit note.
Items must not be used, worn, altered, or washed. Exchanges that do not meet our requirements will not be accepted.
If a product is broken or damaged upon delivery, we should be notified by email at shop@xolopetboutique.com within 6 hours from the delivery time.
The new item will be shipped within 48 hours of receiving confirmation from the client about the new required product and after covering the shipping cost.
We do not offer exchanges for any items purchased “on sale”.
How to apply for an Exchange
Send us an email at shop@xolopetboutique.com requesting the exchange and providing the following information:
- Customer's full name
- Order number
- Purchase date
- Name(s) of the product(s) to be returned
- Name(s) of the new item(s) that would like to be received
- An original invoice should be attached
In the event that the exchange is due to the product(s) being defective or it is a different product than the one purchased through the website, the customer must also specify this circumstance, as well as mentioned any defects of the products, (hereinafter the 'Exchange Request').
Once our team has confirmed the availability in stock of the new desired product and shares with you the address of our warehouse, we will need you to share the proof of posting/courier delivery when sending the package to our location.
Shipping charges for all items returned to be exchanged must be prepaid and insured by the customer. Should the exchange be due to the item being defective or a mistake on our part (such as delivering the wrong item), we will be responsible for arranging the collection of the item(s) and absorbing the shipping cost from the client's address to our warehouse, as well as the delivery of the correct item back to the client's address.
If the product has been damaged during the return to Xolo Pet Boutique, this is the full responsibility of the customer and the exchange for a new item won’t proceed.
If the product is lost in transit or not delivered to our location, this is also the full responsibility of the customer.
The item(s) will be inspected upon return by our team, and once the Exchange Request has been approved, you will receive written confirmation of the date when your new item will be delivered.
The new item(s) will be shipped to the address where the original order was sent, and the shipping cost will be communicated to the client in order to be covered along with any price difference (if exists) between the exchanged products.
If upon returned and inspection from our team, animal hairs, food, slobber, dirt, grease marks or perfume scent are found in the item(s), we won’t be able to exchange them.
If the customer would like to get their product(s) back after a denial of an exchange, shipping cost will be the sole responsibility of the client.