Return & Refund Policy
Last Updated: [DATE]
Thank you for shopping with XCrave, operated by XHope.UBACK, LLC. We want you to feel confident and satisfied with your purchase. Please read this policy carefully, as our return eligibility differs from many other product categories due to the personal and intimate nature of our products.
1. Due to the Nature of Our Products
For hygiene, health, and safety reasons, intimate products cannot be returned or exchanged once the package has been opened, regardless of whether the product has been used. This is standard practice across the intimate wellness industry and helps protect the health and safety of all our customers.
Once a product’s packaging has been opened, it is not eligible for return, refund, or exchange, except in the specific circumstances outlined below.
2. When You ARE Eligible for a Refund or Replacement
We will happily provide a replacement or refund in the following situations:
- Damaged in Transit: Your item arrived damaged or broken
- Defective Product: Your item has a manufacturing defect that prevents normal use
- Incorrect Item Received: You received a different product than what you ordered
- Missing Items: An item from your order was missing upon delivery
To qualify, you must contact us within [X] days of the delivery date, and provide:
- Your order number
- A clear photo or video of the item and its packaging showing the issue
Once reviewed and approved, we will offer either a full refund or a free replacement, at your choice, and at no additional cost to you.
3. Unopened Items
If your item remains unopened, in its original packaging, and unused, you may request a return within [X] days of delivery for a refund. Please note:
- Return shipping costs are the responsibility of the customer, unless the return is due to our error (see Section 2)
- Items must be returned in the same condition in which they were received
- We recommend using a trackable shipping method, as we are not responsible for items lost in transit back to us
4. How to Request a Return or Refund
- Contact us at [email protected] with your order number and a description of the issue
- Our customer service team will review your request and provide instructions
- Approved refunds will be issued to your original payment method within [X] business days of approval
5. Order Cancellations
If you need to cancel or modify an order, please contact us as soon as possible at [email protected]. Because orders are processed quickly, we cannot guarantee that changes or cancellations can be accommodated once an order has entered fulfillment.
6. Discreet Process
We understand that returns involving intimate products can feel uncomfortable. Our customer service team handles every request with discretion and respect. Return shipping labels and correspondence will not reference specific product details.
7. Contact Us
Questions about your order, a return, or a refund? We’re here to help.
XCrave, a brand of XHope.UBACK, LLC 75 E 3rd St, Ste 7, Sheridan, WY 82801 Email: [email protected]
