Pravila refundacije
Our Commitment At XOLOTL, we craft premium products for your legendary companion and the humans who love them. Your satisfaction is our priority across everything we offer.
Return Window All eligible returns must be initiated within 14 days of delivery. No exceptions.
Skin Care Products We accept returns on unopened, unused skin care products in original sealed packaging within 14 days. Opened or used products are not eligible for return due to hygiene standards.
Pet Treats Unopened treat packages in original condition may be returned within 14 days. Opened packages cannot be returned for the safety of all pets.
Jewelry (Stainless Steel & 18K Gold Plated)Jewelry must be returned unworn, unaltered, and in original packaging within 14 days. We inspect all returned jewelry upon receipt. Any signs of wear, scratching, tarnishing, or damage from use will result in the return being rejected and the item sent back to you. We reserve the right to refuse returns that do not meet these conditions.
Merch & Apparel Unworn, unwashed merch with original tags attached may be returned within 14 days. Items showing signs of wear or washing are not eligible.
Skin Sensitivities & Reactions If your pet experiences an adverse reaction to any XOLOTL product, discontinue use immediately and contact us within 14 days of purchase. We will review on a case-by-case basis and may offer store credit or an exchange.
Damaged or Defective Items If your order arrives damaged or defective, contact us within 7 days of delivery with a photo. We will send a replacement at no charge.
Non-Returnable Items
- Opened skin care or treat products
- Worn, altered, or damaged jewelry
- Worn or washed apparel
- Sale or discounted items
- Gift cards
Refund Processing Approved refunds are processed within 5–7 business days to your original payment method.
Contact Us via email at XOLOTL@xolotlproducts.com or via website at XOLOTLPRODUCTS.com