Last Updated: September 11, 2026

At Xylvoreqina, we want customers to feel confident when purchasing practical home and organization products from our store.

If something is not right with your order, this Return Policy explains when a return, refund, exchange, or other resolution may be available.

This policy applies to eligible purchases made through xylvoreqina.com.

1. Return Eligibility

To qualify for a return, an item should generally meet the following conditions:

• The return request is made within the applicable return period
• The item has not been used beyond reasonable inspection
• The product remains in resalable condition
• Original packaging is retained where applicable
• All included accessories, parts, manuals, or inserts are returned
• Proof of purchase can be provided
• The product is not excluded from return eligibility

Returned merchandise may be inspected before a refund is approved.

2. How to Request a Return

Before sending any product back, please contact our customer support team.

Email: support@xylvoreqina.com
Phone: (804) 587-8149

Please provide:

• Order Number
• Full name
• Email address used at checkout
• Product you wish to return
• Reason for the return
• Photos or videos where relevant

If your request is approved, our support team will provide the appropriate return instructions.

Please do not send merchandise back without authorization.

3. Return Address

The company address below is provided for business identification purposes and is not automatically the return destination:

OXEAGLE HONGKONG LIMITED
SUITE 6503, 65/F, CENTRAL PLAZA
18 HARBOUR ROAD
WAN CHAI
HONG KONG

Returns should only be sent to the address provided by our customer support team after approval.

Sending an item to an unauthorized address may delay or prevent proper processing of the return.

4. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return.

If the return is caused by:

• Change of mind
• Incorrect size selection
• Ordering the wrong variation
• Product no longer being wanted
• Other customer-related reasons

the customer may be responsible for the return shipping cost.

If the item is confirmed to be:

• Damaged
• Defective
• Incorrect
• Incomplete

due to an issue attributable to us, we will review the case and determine the appropriate resolution.

Original shipping charges are generally non-refundable unless required by law or otherwise approved.

5. Damaged or Defective Products

If your item arrives damaged or appears defective, please contact us as soon as reasonably possible after delivery.

Please provide:

• Order Number
• Clear photos of the product
• Photos of the packaging where relevant
• Description of the problem
• Video evidence where useful

We may request additional information to help assess the issue.

Where appropriate, an approved resolution may include:

• Replacement
• Refund
• Partial refund
• Other reasonable solution

6. Incorrect Products

If you receive a product that is different from what you ordered, please contact us promptly.

Please include:

• Your Order Number
• Product received
• Product originally ordered
• Clear photos of the item
• Packaging photos where relevant

Once reviewed, we will provide further instructions.

7. Missing Items or Components

Some orders may be shipped in more than one parcel.

Before reporting a missing item, please check whether separate tracking information was provided.

If the shipment appears complete but something is still missing, contact us with:

• Order Number
• Product name
• Description of the missing item or part
• Photos of the package contents

We will review the available information and assist where appropriate.

8. Non-Returnable Products

Certain items may not be eligible for return due to hygiene, safety, customization, final-sale status, or product condition.

Examples may include:

• Personalized products
• Customized items
• Gift cards
• Final-sale merchandise
• Products clearly marked as non-returnable
• Items used beyond reasonable inspection
• Products damaged through misuse
• Products missing essential parts
• Items returned without required packaging
• Certain hygiene-sensitive products

Product-specific restrictions may also appear on the relevant product page.

9. Home Organization Products & Fit

Many Xylvoreqina products are designed for specific spaces, including:

• Closets
• Cabinets
• Drawers
• Shelves
• Bathrooms
• Kitchens
• Laundry areas
• Desktops

We strongly recommend measuring the intended space before ordering.

If a product is returned because it does not fit the intended area, the return may be treated as a customer-preference return rather than a defect.

In such cases, return shipping costs may apply.

10. Adhesive Products

For products that use adhesive installation, performance may depend on:

• Surface type
• Surface cleanliness
• Moisture
• Installation method
• Weight load
• Environmental conditions

Damage or failure caused by unsuitable surfaces, incorrect installation, excessive weight, or improper use may not qualify as a manufacturing defect.

Please follow the installation guidance provided with the product.

11. Exchanges

Exchange availability depends on:

• Product availability
• Return eligibility
• Requested size, color, or variation
• Current inventory

In some situations, returning an eligible item and placing a new order may be the fastest option.

Please contact customer support before requesting an exchange.

12. Refund Processing

Once a returned product has been received and reviewed, we will determine whether the refund is approved.

If approved, the refund will generally be issued to the original payment method where possible.

The time required for the funds to appear may depend on:

• Bank
• Card issuer
• Payment provider
• Original payment method

Processing times after a refund has been issued are outside our direct control.

13. Partial Refunds

A partial refund may be considered where appropriate.

Examples may include situations where:

• The product shows signs of use
• Packaging is missing or damaged
• Accessories are missing
• Only part of a set or bundle is returned
• The returned product has reduced resale value

Any partial refund will be assessed based on the condition and circumstances of the return.

14. Original Shipping Fees

Original shipping charges are generally not refundable for voluntary returns unless required by applicable law.

If an order originally qualified for free shipping, return-related shipping fees may still apply depending on the reason for return.

15. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We may be able to cancel the purchase before fulfillment begins.

Once an order enters:

• Processing
• Packing
• Fulfillment
• Shipment

cancellation may no longer be available.

If cancellation is no longer possible, the order may need to be handled through the standard return process after delivery.

16. Refused or Unclaimed Packages

If a package is:

• Refused
• Not collected
• Returned because of failed delivery attempts
• Returned because of an incorrect customer-provided address

additional shipping, handling, or return costs may apply.

Where permitted, these costs may be deducted from any refund issued.

17. Packages Marked as Delivered

If tracking shows that a package has been delivered but you cannot locate it, please first:

• Check around the delivery location
• Ask household members
• Check with neighbors where appropriate
• Contact the local carrier
• Review any delivery photo or notice

If the package remains missing, contact us with your Order Number and tracking information.

We will review the available information, but a package marked as successfully delivered does not automatically qualify for replacement or refund.

18. Promotional Orders, Bundles & Free Gifts

If your purchase was made as part of:

• Bundle pricing
• Multi-buy promotion
• Buy-one-get-one offer
• Free-gift promotion
• Other discounted arrangement

the full promotional set may need to be returned in order to receive the full eligible refund.

If only part of the offer is returned, the refund may be recalculated based on the value of the products kept.

Free promotional items may also need to be returned.

19. Product Use and Customer-Caused Damage

Returns may be declined where damage is caused by:

• Misuse
• Excessive force
• Improper installation
• Incorrect assembly
• Overloading
• Unauthorized modification
• Failure to follow care instructions
• Exposure to unsuitable conditions
• Normal wear and tear

Products should always be used according to their intended purpose and available instructions.

20. Inspection of Returned Merchandise

Returned products may be reviewed before a refund is approved.

We may consider:

• Product condition
• Signs of use
• Missing parts
• Packaging condition
• Damage
• Whether the returned item matches the approved return request

If an item does not meet the applicable return requirements, the refund may be reduced or declined where permitted by law.

21. Chargebacks and Payment Disputes

If you experience a problem with an order, we encourage you to contact us first so we have an opportunity to assist.

Opening a chargeback or payment dispute does not automatically replace the return process.

If a payment dispute is filed, we may provide relevant order records, tracking information, and customer communications to the payment provider for review.

22. Consumer Rights

Nothing in this Return Policy is intended to limit rights that cannot legally be excluded under applicable consumer protection laws.

If local law gives you additional rights regarding:

• Defective goods
• Returns
• Refunds
• Cancellations

those rights will continue to apply.

23. Policy Updates

We may revise this Return Policy from time to time to reflect changes in:

• Store operations
• Fulfillment procedures
• Product categories
• Customer service practices
• Legal requirements

The most recent version posted on xylvoreqina.com will apply to future transactions unless applicable law requires otherwise.

Contact Us

If you have questions about a return, refund, exchange, damaged product, or order issue, please contact:

Brand:
Xylvoreqina

Website:
xylvoreqina.com

Email:
support@xylvoreqina.com

Phone:
(804) 587-8149

Operating Company:
OXEAGLE HONGKONG LIMITED

Company Address:
SUITE 6503, 65/F, CENTRAL PLAZA
18 HARBOUR ROAD
WAN CHAI
HONG KONG

Please contact customer support before sending any merchandise to the company address.

Xylvoreqina — Simple Solutions for Better Everyday Living.