Refund policy

Order Cancellation

If your order has not yet been processed, you may cancel it by contacting us at support@xensuri.com. Please note that a cancellation fee will apply. Our customer support team will process your request within 48 hours.
Once an order has been shipped, we are unable to intercept or cancel it. In this case, you will need to wait until the item is delivered and then request a return.
If you change your mind, we recommend submitting your cancellation request as soon as possible to avoid any inconvenience.

1.Overview

We offer a 30-day return policy for eligible products. You may request a return within 30 days of receiving your item.
To ensure product safety and hygiene, all returned items must meet the conditions outlined below.

2.Return Eligibility

To be eligible for a return, items must meet all of the following requirements:
- Unused and unfilled (no water exposure)
- In original packaging
- All components, accessories, and manuals included
- Free of damage, wear, dirt, or mineral residue
Due to hygiene reasons, any product that has been filled with water or shows signs of use is not eligible for return, as it cannot be resold.

3.Product-Specific Return Rules

Eligible for 30-Day Returns
The following products are eligible for return within 30 days, provided they remain unused and meet all return conditions:
- Pod Series
- Lite Series
- Chiller Mini2
We recommend inspecting the product, materials, and size before use to ensure it meets your expectations.
Not Eligible for Return After Delivery
The following products are not eligible for return once delivered:
- Terra Series
- Chiller X2
Please inspect these products upon delivery. If there are any issues, contact us within 48 hours.
Non-Returnable Items
The following items are not eligible for return:
- Consumables (filters, cleaning sponges, etc.)
- Accessories (ice bath mats, towels, and similar items)

4.Return Process

To initiate a return, please contact our support team with your order number and reason for return.
If your return is approved, we will provide return instructions. Items sent back without authorization will not be accepted.

If you need to request a return, please follow these steps:
1. Obtain Authorization: Contact our customer support team for approval before returning any item. Once authorized, we will provide a return label.
2. Submit Your Request:
• For returns, please reach out within the product’s return period.
• Provide your order number, product photos, and the reason for the exchange or return. If applicable, include a video demonstrating any defects or malfunctions.
3. Pack the Item Securely: Ensure the product is in its original packaging, and include a note inside the package with your order number, name, and reason for return.
4. Processing: Once we receive and inspect the returned item, we will process your exchange or refund within 1-5 business days.

5.Return Shipping

- If the return is due to customer preference, the customer is responsible for return shipping costs.
- If the product is defective or incorrect, we will cover the return shipping cost.

6.Damaged or Defective Items

Please inspect your order upon delivery. If your item arrives damaged or defective, contact us within 48 hours and provide clear photos of:
- The product
- The packaging (including outer box or crate)
We will assess the issue and arrange a replacement or solution if applicable.
Minor cosmetic imperfections that do not affect functionality are not considered defects.

7.Refunds

Once your return is received and inspected, we will notify you regarding the approval of your refund.
If approved, the refund will be issued to your original payment method. Processing times may vary depending on your payment provider.

Restocking Fees:
1. Cancellation before shipping:
• 2% fee applies if processed via shopifypayment
• 5% processing fee applies for credit card payments.
• 7% fee applies if processed via PayPal.
• 8% fee applies if processed via FSA/HSA.
• No processing fee for payments made via Klarna.
• No processing fee for payments made via Apple Pay.
• No processing fee for payments made via Google Pay.
• No processing fee for payments made via Afterpay.
These fees are incurred due to payment processing charges and applicable transaction taxes.

Refunds will be processed within 1 business day, and the funds are expected to be returned to your account within 3–5 business days.

Missing parts: If any accessories or components are missing from the return, a fee will be deducted based on the value of the missing items.

8.Abuse Prevention

To ensure fairness, we reserve the right to limit returns in cases of suspected abuse, including excessive or repeated return requests.
If a return is requested due to alleged product defects but no issue is found upon inspection, we reserve the right to charge the customer for any reasonable costs incurred, including shipping and inspection fees.