Refund policy
Effective Date: September 7, 2026
At Xenrelcal, we aim to provide a clear and straightforward process for order cancellations, returns, and refunds. This Return & Refund Policy explains our voluntary 30-day return program, order cancellation procedures, return conditions, and refund processing.
This policy does not limit, waive, or exclude any consumer rights or remedies that cannot legally be limited or excluded under applicable law.
Order Cancellation
If your order has not yet been shipped, you may contact us to request cancellation.
If we receive and accept your cancellation request before the order is shipped, we will cancel the order and issue an eligible refund to the original payment method.
Once an order has been shipped, it generally cannot be canceled directly. If you no longer want the product, you may request a return in accordance with the applicable return terms described in this policy.
30-Day Returns
Xenrelcal offers a voluntary 30-day return program for eligible purchases.
Eligible customers may request a return within 30 days after receiving the product. Returns under this voluntary program are subject to the applicable return conditions and return instructions provided by us.
To process a voluntary return request, we may ask for your order number, product information, reason for the return, and other information reasonably necessary to process the request.
Providing a return reason and receiving approval are requirements of our voluntary return program only. They are not intended to restrict any statutory consumer rights that may apply to your purchase.
Return Conditions
Products returned under our voluntary 30-day return program should be kept in reasonable condition and returned in accordance with the instructions provided by us.
A voluntary return may not qualify for a refund if the product has been materially damaged or altered because of improper use, installation, handling, or storage by the customer.
Customers should take reasonable care when handling and packaging products for return.
These conditions do not apply to the extent that applicable law provides consumer rights that cannot legally be excluded or restricted.
Damaged, Defective, or Incorrect Items
Please contact us as soon as reasonably possible if you receive a product that:
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was damaged during shipping;
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appears to be defective or has a quality-related issue; or
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is different from the product you ordered.
To help us review the issue, we may request your order number, a description of the problem, photographs of the product or packaging, or other information reasonably necessary to investigate the matter.
Depending on the circumstances and applicable law, we may provide an appropriate resolution, which may include a refund, replacement, repair, or another available solution.
When the issue is caused by a product defect, shipping damage, or an incorrect item sent by us, we will not charge normal return-processing costs for resolving the issue.
Return Shipping
For an approved voluntary return, applicable return shipping or other return-related costs may be the customer's responsibility, including returns requested because of a change of mind or because the product is no longer wanted.
Where applicable, return-related costs may be deducted from the refund amount.
If a return is required because we sent an incorrect item or because of a qualifying product defect or shipping damage, we will provide appropriate return arrangements without charging normal return-processing costs.
Any applicable return costs will be communicated as part of the return instructions. We do not apply a fixed return fee or percentage unless the applicable amount has been specifically communicated to you.
Return Instructions and Return Labels
If your return qualifies under our applicable return policy, we may provide an electronic return label.
If an electronic return label is provided, you will be responsible for downloading and printing the label and following the return instructions we provide.
Please package the product securely and return it according to the instructions provided by our customer service team.
Refunds
After we receive a returned product, we may conduct a reasonable inspection or verification to determine whether the applicable refund conditions have been satisfied.
For an approved refund, we normally initiate the refund within 1–3 business days after the applicable return review or verification is completed.
Refunds are generally issued to the original payment method used for the purchase.
After we initiate the refund, the payment provider or financial institution may require additional processing time. In many cases, it may take approximately 1–5 business days for the refund to be processed and posted to your account.
Actual processing times may vary depending on your bank, card issuer, payment provider, or other financial institution.
We cannot control the processing or posting time of a financial institution and therefore cannot guarantee the exact date on which a refund will appear in your account.
Refund Processing Time
The typical refund process is as follows:
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Return received: We receive the returned product and, where applicable, inspect or verify it.
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Refund initiated: For an approved refund, we normally initiate the refund within 1–3 business days after the applicable review or verification is completed.
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Payment processing: After the refund is initiated, the payment provider or financial institution may require approximately 1–5 business days to process and post the refund.
These timeframes are estimates and may vary depending on the circumstances and the financial institution involved.
How to Request a Return
Step 1: Contact Us
For a voluntary 30-day return, please contact us by email and provide:
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Your order number;
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Product information;
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The reason for the return;
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Photographs or other information if reasonably necessary to evaluate the request.
The return reason is requested for our voluntary return program only.
Step 2: Request Review
For voluntary returns, we will review the order information and the details provided to determine whether the request qualifies under our 30-day return program.
Step 3: Receive Return Instructions
If the return is approved, we will provide the applicable return instructions and, where applicable, an electronic return label.
Step 4: Return the Product
Please package and return the product according to the instructions provided by us.
Step 5: Return Review
After receiving the returned product, we may conduct a reasonable inspection or verification.
Step 6: Refund
If the return qualifies for a refund, we normally initiate the refund within 1–3 business days after the applicable review or verification is completed.
The refund will generally be issued to the original payment method used for the purchase.
Exchanges
We currently do not offer direct product exchanges.
If you would like a different product or specification, you may return the original product according to the applicable return terms and place a new order for the product you want.
Product availability may change, so we cannot guarantee that a specific replacement product or specification will be available.
Statutory Consumer Rights
Nothing in this policy is intended to limit or exclude statutory consumer rights that apply to your purchase.
Depending on your location, the applicable law, the type of product purchased, and other circumstances, you may have additional rights relating to cancellations, returns, refunds, defective products, or withdrawal from a purchase.
Where applicable law provides a statutory withdrawal or cancellation period, those rights apply independently of our voluntary 30-day return program.
Our voluntary return requirements, including any request for a return reason or prior approval, are not intended to prevent or restrict you from exercising any mandatory statutory right.
If you believe a statutory consumer right applies to your purchase and would like assistance, please contact us using the information below.
Contact Us
If you have questions about an order cancellation, return, refund, damaged product, defective product, incorrect item, or applicable consumer rights, please contact us:
Xenrelcal
100 Dycus Pl
Barnhart, MO 63012
United States
Email: client@xenrelcal.com
Phone: +1 (636) 247-8461
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM Central Time
We aim to handle eligible cancellation, return, and refund requests in a clear and reasonable manner and to respect all consumer rights that apply under applicable law.