Return Policy

Last Updated: June 2026

Thank you for shopping with Xormeva. We are committed to supplying dependable products across our Pet Travel, Pet Care, and Pet Toys collections and to addressing eligible order issues fairly and efficiently.

If an item arrives damaged, defective, incomplete, or different from what you ordered, please contact our customer service team at support@xormeva.com. Your message should include the relevant order number and the email address used during checkout.

Please review the policy below before submitting a claim.

1. Final-Sale Policy and Eligible Exceptions

To support product hygiene, safety, quality control, and responsible handling standards, purchases made through Xormeva are generally considered final sale.

We do not ordinarily accept returns or exchanges due to:

  • A change of mind
  • Personal preference
  • Ordering the wrong product, variation, size, or quantity
  • A product being unsuitable for a particular pet when the item received matches the order
  • Normal wear resulting from regular use
  • Damage caused after delivery

A resolution may be considered when verified evidence shows that:

  • The product contains a manufacturing defect
  • The item was damaged during transportation
  • The wrong product or variation was delivered
  • Part of the order is missing
  • Another fulfillment error occurred before delivery

All claims remain subject to review and approval.

2. Damaged, Defective, or Incorrect Products

Customers should inspect all products as soon as the package is delivered.

Any claim involving visible damage, a suspected manufacturing fault, an incorrect item, or missing contents must be submitted within 7 calendar days of the confirmed delivery date.

Claims received after this period may not be eligible for review.

To open a claim, email support@xormeva.com and provide:

  • Your order number
  • The email address associated with the purchase
  • A detailed explanation of the issue
  • Clear photographs or a short video showing the damage, defect, or incorrect product
  • A photograph of the external packaging
  • A readable image of the shipping label
  • Photographs of all items received when the order is incomplete or incorrect

Please keep the product, packaging, labels, manuals, accessories, and any included components until the review has been completed.

Our support team may request additional information where the original evidence is insufficient to verify the claim.

3. Product-Safety and Usage Considerations

Xormeva offers products intended for pet travel, routine care, play, and enrichment. Pet owners are responsible for selecting products that are appropriate for their animal’s species, age, size, weight, strength, temperament, health, and chewing behavior.

The following circumstances are generally not considered manufacturing defects:

  • Damage caused by aggressive or excessive chewing
  • Scratches, punctures, tearing, or deformation caused during use
  • Damage resulting from improper assembly or installation
  • Failure to follow product instructions or care guidelines
  • Use of an item for a purpose other than its intended function
  • Accidental damage, neglect, or improper storage
  • Unauthorized repairs or alterations
  • Natural deterioration and ordinary wear
  • Continued use after visible damage first appeared
  • Use of a product unsuitable for the individual pet

Pet toys, carriers, travel accessories, grooming tools, and related products should be checked regularly. Pets should be supervised whenever appropriate, and any damaged or unsafe item should be removed from use immediately.

4. Claim Assessment and Available Resolutions

After receiving the required information, our customer service or quality-review team will assess the claim based on:

  • The evidence submitted
  • The product’s condition
  • The nature and location of the reported issue
  • The intended use of the item
  • The customer’s description of how the issue occurred
  • The date of delivery and claim submission
  • The availability of replacement inventory

Each case is reviewed individually.

Where a claim is approved, Xormeva may offer one of the following remedies:

  • A replacement product at no additional product cost
  • Reshipment of a missing or incorrectly delivered item
  • A partial refund
  • A full refund
  • Another reasonable resolution appropriate to the circumstances

The type of remedy offered will depend on the verified facts of the claim. Customers may not always be able to select a preferred resolution.

5. Refund Processing

When a refund is approved, the authorized amount will generally be returned to the original payment method used for the purchase.

Please allow approximately 7 to 12 business days for the refund to appear after it has been issued.

Actual posting times are determined by the bank, card issuer, payment provider, or digital-wallet service. Xormeva cannot control delays caused by a financial institution after the refund has been submitted.

Original shipping fees, transaction costs, or other charges may be non-refundable unless the approved resolution specifically states otherwise or applicable law requires reimbursement.

6. Exchanges and Replacements

Xormeva does not provide conventional exchanges for reasons such as personal preference, incorrect selection, or a change of mind.

A replacement may only be authorized when an approved claim confirms that the product:

  • Arrived damaged
  • Contains a verified manufacturing defect
  • Was incorrectly fulfilled
  • Was missing from the shipment

Replacement approval is subject to product availability. When the original item is unavailable, we may offer a refund or another appropriate resolution.

7. Unauthorized Returns

Do not mail or deliver any product to our registered office, warehouse, fulfillment facility, supplier, or logistics partner unless written authorization and return instructions have first been issued by Xormeva customer support.

Submitting a claim does not automatically authorize a physical return.

Packages sent without prior written approval may:

  • Be refused upon arrival
  • Be returned to the sender
  • Be lost or disposed of by the receiving facility
  • Be ineligible for refund, replacement, or reimbursement

Xormeva is not responsible for unauthorized parcels, return postage, customs fees, storage fees, or loss arising from a shipment sent without approved instructions.

Our registered company address is not automatically a product-return address.

8. Return Shipping for Approved Claims

When a physical return is required as part of an approved claim, our support team will provide the applicable instructions.

Customers should not select a shipping service or incur return costs before receiving written guidance.

Responsibility for approved return-shipping costs will be determined according to:

  • The reason for the claim
  • The condition of the product
  • The customer’s location
  • Applicable consumer law
  • The instructions provided by our support team

Xormeva may require valid tracking information or shipping confirmation before completing the resolution.

9. Refused or Undeliverable Packages

Orders that cannot be delivered because of an incomplete address, incorrect contact details, refusal by the recipient, failure to collect the parcel, or unpaid local charges may be returned to the sender or otherwise handled by the carrier.

Such cases are not automatically treated as product returns.

Any refund or reshipment request will be reviewed after considering:

  • Carrier records
  • Return-to-sender status
  • Shipping and handling expenses
  • Customs or storage charges
  • Whether the delivery problem resulted from information supplied by the customer

Additional shipping fees may apply when a new shipment is requested.

10. Consumer Rights

Nothing in this policy is intended to remove or limit rights that cannot legally be excluded under applicable consumer-protection law.

Where mandatory local law provides stronger cancellation, return, refund, or warranty rights, those legal requirements will apply to the extent required.

11. Contact Xormeva

Questions about this policy or an eligible product issue may be directed to our customer service team.

For faster assistance, include your order number and checkout email address in all correspondence.

Brand Name: Xormeva

Operating Company: LUYA INDUSTRY LIMITED

Support Email: support@xormeva.com

Customer Service Telephone: +1 (463) 270-4749

Registered Address: Flat 801, 4/F, Kaiser Estate Phase 2, No. 47-53 Man Yue Street, Hung Hom, Kowloon, Hong Kong