Refunds and Returns Policy

 

At XO·Cat, we work with a curated supplier network to deliver products directly to our customers. Because of the nature of our fulfillment model, we do not generally accept returns for change of mind or personal preference.

Please read the policy below carefully before placing an order.

1) Returns for Change of Mind

We do not accept returns or exchanges if:

  • you ordered the wrong variant, size, or color
  • you changed your mind after placing the order
  • the item does not match your personal preference or expectation, as long as it matches the product listing
  • you no longer want the item after it has shipped

2) When We Will Offer a Refund or Replacement

We will review and, where appropriate, offer a replacement or refund if:

  • the item arrives damaged
  • the item arrives defective
  • you receive the wrong item
  • your order is significantly different from the product you ordered

Depending on the situation, we may choose either:

  • a replacement shipment, or
  • a refund to your original payment method

3) Reporting Deadline

You must contact us within 7 days of delivery if there is a problem with your order.

If your package appears lost in transit, contact us as soon as possible so we can review the shipment status and next steps.

Delays in reporting may affect our ability to resolve the issue.

4) What We Need From You

To review your case, email hello@xo-cat.com with:

  • your order number
  • a short description of the issue
  • clear photos of the item
  • photos of the packaging, if the item arrived damaged

Without photo evidence, we may not be able to approve a refund or replacement.

5) Lost, Delayed, or Returned Shipments

If a package is lost in transit or delayed beyond the expected delivery window, we will review the case with the shipping provider or supplier.

If a package is returned due to an incorrect address, failed delivery attempt, or failure to collect the parcel, we may not be able to offer a free reshipment or full refund.

6) Marked as Delivered but Not Received

If tracking shows the package as delivered but you did not receive it, contact us immediately.

We will review the case, but we cannot guarantee a refund or replacement in all delivered-status cases. Resolution depends on the shipping carrier, tracking information, and the circumstances of delivery.

7) Address Accuracy

You are responsible for entering a complete and correct shipping address at checkout.

If an order cannot be delivered because an incorrect or incomplete address provided by the customer, we may not be able to offer a refund or free replacement.

8) Product Variations

Please note that slight differences in color, finish, or appearance may occur due to screen settings, lighting, manufacturing tolerances, or supplier differences.

Minor variations that do not affect the function or general appearance of the product are not considered defects.

9) Refund Method

If a refund is approved, it will be issued to the original payment method used for the purchase.

Processing times depend on your payment provider and bank.

10) Contact

For any return, refund, or delivery issue, contact hello@xo-cat.com and include your order number.