Refund policy
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Mistakes can happen, let us help!
In the event of receiving the incorrect order, under no circumstances should you open or remove the product from its individual packaging. This will void any refunds or potential exchanges and is now considered a secondhand item. Please contact us so we can work on a solution between all customers impacted. Thank you!
If the order has been opened despite the item being incorrect, XCA will offer one of two choices.
-You may keep the opened item and no further actions will be taken. This will void refunds or future help with the order and will consider the transaction closed.
-You may send the incorrect item back to us so we can destroy the product, and after the item is received we will send the original product if it is available in store still or we will repour that product to the best of our abilities. This will all be compensated by XCA so we can correct our mistake to no extra cost on your behalf.
Additional compensation/exceptions may be made on a case to case basis, at the discretion of XCA management.
It is very important to inspect the package as soon as possible so we can catch any errors that may occur. Thank you!
Exceptions / non-returnable items
Xenocat Artifacts does not allow returns on any items purchased from our store. Due to the nature of the products and for the safety of our customers, all sales are final. There are no exceptions to this policy.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
Xenocat Artifacts does not allow exchanges due to the nature of the products and for the safety of our customers. All sales are final.
In the event you have received the incorrect order, please contact our team as soon as possible so we can work on a resolution and let you know what our options are to make things right!
Refunds
Refunds are only issued in the case of item damages that were not disclosed in the listing or if the seller and buyer negotiate a special one time exception through official methods of contact with Shopify. Exceptions are not guaranteed.
All items made by Xenocat Artifacts are handmade and should be purchased with the expectation that through conventional means, perfection cannot be achieved. We are always evolving and producing even higher quality goods as our skills and methods grow! We always strive to produce accurate model information beforehand so you can stay informed. Each listing should state any known mold imperfections that would change the use or overall aesthetic of the product.
You have 30 days from receiving your order to report any damages or issues with your purchase to be eligible for a refund. Products owned for more than 30 days (Bagged or Unbagged) are ineligible for assessment for original damage since we cannot ensure the condition or damages it may have occurred under normal use or storage past the time of unboxing.
Refunds are not issued for buyers remorse. If an item is incorrectly placed, it is up to the buyer to contact us through Shopify only within 2 hours of the original purchase time. Exceptions will not be made. All sales after the order cancellation window will be final.
Shipping overages will be refunded for international customers only. No domestic combined orders will receive combined order refunds. When placing an order, your multiple orders may be combined in the same box for your convenience. To ensure we do not miss combining orders, please do not hesitate to contact us before your order ships so we can make note.
Refunds can take various payment processors different timelines in which your refund will be received. Please allow 30 days for your funds to be returned. This is of no fault of Xenocat LLC, and is dependent on the method of payment chosen at checkout.
Important (Age Disclaimer/ Copied from TOS)
If a customer is under (18) years of age, all transactions, refunds or future sales from that account (Regardless of becoming legal age at a future date) will be suspended in violation of our TOS. In order to buy our products, you MUST be a legal adult. Purchasing any product from our store is considered active consent to our store policies.
If a sale had been made, we will NOT make special exceptions for refunds. The sale is considered final. If an account is discovered breaking our TOS, this will result in a ban from any future participation in sales, giveaways or engagement. Please wait until you are of legal age for the safety and security of our artists. We promise there is plenty of time to enjoy our adult goods once we can share them with you in a safe - and legal- manner!
Please do not hesitate to reach out to our team if you have further questions. Again- we are here to help!