Returns & Refunds
At Xanyyllp™, we want every pet essential you receive to feel right for both you and your companion. This policy explains how returns, exchanges, damaged items, and refunds are handled by Binzhou Jingmei Henglian Trading Sales Co., Ltd.
1. Our 30-Day Return Window
Most eligible products may be returned within 30 days of the delivery date.
To qualify for a return, the product should:
-
Be unused, unworn, and in its original condition
-
Include its original packaging, tags, accessories, and instructions
-
Be free from pet hair, stains, odors, scratches, bite marks, or other signs of use
-
Include valid proof of purchase or an order confirmation
Returned items that do not meet these conditions may be declined or may qualify only for a partial refund where permitted.
2. Requesting a Return 🐾
Before sending an item back, contact our customer support team at:
Please include:
-
Your full name
-
Order number
-
Product you wish to return
-
Reason for the return
-
Photos, when the item is damaged, defective, or incorrect
If the return is approved, our team will provide the appropriate return instructions and designated return location.
Please do not send products to any address without prior authorization. Unauthorized returns may not be identified or processed.
3. Damaged, Defective, or Incorrect Products
Please inspect your order shortly after delivery.
Contact us promptly if:
-
The product arrived damaged
-
An item appears defective
-
A component is missing
-
You received the wrong product, color, size, or variation
-
The parcel contents do not match your order
Photos of the product, packaging, and shipping label may be requested to help us review the issue.
After assessment, we may offer an appropriate solution such as:
-
A replacement product
-
Replacement parts
-
A refund
-
Another reasonable resolution based on the circumstances
Please do not discard damaged items or packaging until our support team has completed its review.
4. Products That Cannot Be Returned
For hygiene, safety, and practical reasons, certain products may not be eligible for return, including:
-
Used grooming brushes or grooming accessories
-
Used pet beds, blankets, mats, carriers, collars, or leashes
-
Food-contact products that have been used, such as bowls and slow feeders
-
Toys showing signs of chewing, scratching, or pet use
-
Personalized or customized products
-
Gift cards
-
Final-sale or clearance items clearly marked as non-returnable
-
Products damaged through misuse, improper care, or normal wear
This does not affect any rights you may have regarding products that arrive damaged, defective, or materially different from their description.
5. Hygiene and Pet-Use Conditions
Pet products can quickly collect hair, saliva, odors, allergens, or other signs of use. For this reason, please confirm the product’s size, color, dimensions, and specifications before allowing your pet to use it.
Items that have been washed, worn, chewed, scratched, stained, or placed in direct contact with food or an animal may not qualify for a change-of-mind return.
6. Exchanges
We do not guarantee direct item-for-item exchanges.
The simplest way to obtain a different size, color, or product is generally to:
-
Request a return for the original eligible item
-
Wait for return instructions
-
Place a new order for the preferred replacement
This helps prevent delays and ensures that the requested product remains available.
7. Return Shipping Costs
Return shipping responsibilities depend on the reason for the return.
When the Product Is Damaged or Incorrect
If we confirm that the item arrived damaged, defective, or incorrect, we may provide a prepaid return label or another suitable return solution.
Change-of-Mind Returns
For returns based on preference, size selection, color choice, or another non-defect reason, the customer may be responsible for return shipping costs unless otherwise stated.
Original shipping fees and optional expedited-delivery charges are generally non-refundable, except where required by law or when the issue resulted from our error.
8. European Union and EEA Customers
Customers in the European Union or European Economic Area may have a legal right to withdraw from certain online purchases within 14 days of delivery, without providing a reason.
To exercise this right, contact us within the applicable period at:
Returned products should generally be complete and handled only as much as reasonably necessary to inspect their nature, characteristics, and function.
Exceptions may apply to customized products, sealed hygiene-sensitive products after opening, and other categories excluded by applicable consumer law.
9. Refund Review Process
Once an authorized return has been delivered, our team will inspect it and notify you whether the refund has been approved.
If approved:
-
The refund will normally be issued to the original payment method
-
Processing may take up to 10 business days after approval
-
Banks and payment providers may require additional time to display the funds
The final refunded amount may be adjusted if returned products are incomplete, damaged, used, or missing original components, where permitted by law.
If more than 15 business days have passed since you received confirmation that your refund was approved, contact:
10. Order Cancellations
Orders begin processing soon after they are placed.
Contact us as quickly as possible if you need to cancel or change an order. We will make a reasonable effort to help, but cancellation cannot be guaranteed once an order has entered fulfillment or has been shipped.
After dispatch, the standard return procedure may apply.
11. Refused and Undeliverable Parcels
If a parcel is refused, unclaimed, or returned because the shipping information was incomplete or incorrect, any refund may be reduced by applicable shipping, handling, or return-carrier charges where permitted.
Please review your delivery information carefully before submitting an order.
12. Return Location
Returns must be sent only to the location provided by our customer support team after approval.
Our business or correspondence information may not be the same as our authorized return warehouse. Sending an item to an unapproved address may cause delays or prevent the return from being processed.
13. Contact Us
For questions about eligibility, return instructions, damaged products, or refund status, please contact:
Brand: Xanyyllp™
Store Operator: Binzhou Jingmei Henglian Trading Sales Co., Ltd.
Customer Support: service@axnyylp.com
Please include your order number so we can locate your purchase more efficiently.
Xanyyllp™ — Thoughtful Pet Essentials, Supported With Care.