Refund and Returns Policy

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Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. Prior to making a purchase, please ensure to verify your size, firmness, and fabric preference. We recommend visiting our store to try our products. If you have inquiries regarding any comfort products before making a purchase, feel free to reach out to us at info@xenofashion.com and we’ll gladly assist you.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Returns Policy

Shipping Methods

We employ various local and national couriers for shipping, including Canada Post, Purolator, UPS, and FedEx.

Vacuum-Shrink

To ensure secure and efficient shipping, The Xeno may uses a vacuum-sealed shipping method called Vacuum-Shrink. This method entails vacuum sealing your purchase, eliminating air while preserving comfort before packaging and transportation.

Our Vacuum-Shrink offers several advantages:

Enhances foam durability during shipping, safeguarding against physical damage.
Protects against environmental factors like moisture accumulation and reduces package size, thus saving on shipping costs.
Upon receiving your package, simply release the vacuum seal to initiate Comfort Expansion. As air re-enters the package, your foam product will regain its original comfort and support through stretching and expansion.

Warranty

The Xeno stands by the quality of its products and provides a Warranty with every purchase, ensuring that your order is free from any material defects in manufacturing or workmanship. We commit to replacing or repairing your order in the rare event of a defect.

Coverage:

The Warranty covers three main aspects of your purchase: foam, upholstery, and workmanship (where applicable). It guarantees that the foam is free from manufacturing defects such as rips, tears, or veins, while the upholstery is free from holes, rips, or stains ((except foam glued for the purpose of extension and adding an extra foam layer). The workmanship is assured to be professional, ensuring accuracy in foam cutting and fabric sewing.

Exclusions:

The warranty does not cover deterioration resulting from improper use, soiling, neglect, unauthorized alterations, improper storage, fire, flood, lightning, acts of God, or other events beyond The Foam Shop’s control.

In the unlikely event that your product has a manufacturing defect, we will promptly repair or replace your order. Please document the defect by taking pictures and providing a brief description if necessary and immediately email us at info@xenofashion.com with your information and images.

Claim Process:

After receiving the documents, our team will assess them and will definitely help you with the rest of the process.

The our Warranty is non-transferable to a third party, and only the original purchaser may seek warranty reimbursement. By agreeing to these terms, customers acknowledge the obligation to complete the three steps listed under the Claim Process within 48 hours of discovering the defect in their order. This ensures accuracy during claim review and protects both the customer and The Xeno. The Xeno shall not be liable for any consequential or incidental damages resulting from a breach of this warranty or any other expressed or implied warranty, even if such loss or damage arises from the company’s negligence or fault.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.