SELLERS RETURN POLICY
TERMS & CONDITIONS
1.The Xen Pillow® (i.e. XP Cushion) has a two (2) year limited manufacturer warranty (original workmanship and/or material defects, starting with the date of purchase) along with a 30-day money- back or exchange guarantee of 100% customer satisfaction.
2. Neck Support Cushion has a two (2) year limited manufacturer warranty (original workmanship and/or material defects, starting with the date of purchase) along with a 30-day money-back or exchange guarantee of 100% customer satisfaction. This limited warranty does not cover or apply to normal wear and tear or abusive use or handling of the product or normal foam discoloration.
We do not accept “bill recipient” packages. Allow 30 days upon our receipt to process returned products. Xen Pillow® Mfg. Corp. warrants that we will, at our option and in our sole discretion, replace or repair any Xen Pillow® product if it is defective due to faulty workmanship or materials, subject to the limitations described in this limited warranty. This limited warranty does not cover or apply to normal wear and tear or abusive use or handling of the products.
Xen Pillow® products carry a limited warranty term of two (2) years from the date of purchase on the core foam only. Warranty does not apply to core cover or pillowcases.
During the “term” of this Limited Warranty, we will at our option and in our sole discretion, repair the product with shipping and handling costs paid by the original purchaser, or replace the product with shipping and handling cost paid by the original purchaser. In the case of replacement, we may substitute an alternate equivalent product at our discretion. Limited warranty and liability up to the cost of the item purchased only.
Products that are deemed to be abused or mishandled (including a product that is burned, cut, torn, subject to spills, or the label removed) may be denied warranty coverage at our sole discretion.
This limited warranty covers all Xen Pillow® products produced and or distributed by:
Xen Pillow® Mfg. Corp. c/o Shipping Dept.; 253 East Blackwell Street, Dover, NJ 07801
This limited warranty is valid for the original purchaser only. If the owner/claimant is not the original purchaser of the product it is deemed an “as is” product and not eligible for Warranty claim. Proof of purchase will be required to validate that claimant is the original purchaser and eligible for warranty claim.
This Limited Warranty gives the original purchaser specific legal rights and the purchaser may also have other rights which may vary by the state up to the value of the purchased item.
Please note: THIS IS A CLASS 1 MEDICAL DEVICE. However, if you need MEDICAL attention OR TREATMENT, please seek out your health physician for proper medical care.
Should you have any problems with our products, please feel free to contact us via email at [email protected]. We will reply to your email within 48 hours. SIMPLY CHARGEBACK WILL GENERATE COLLECTION COSTS IN THE CUSTOMER’S ACCOUNT.
RETURN AND REFUND INSTRUCTIONS:
Our return policy has been established to safeguard public health and safety requirements. If an item is returned, it is collected, tagged, processed, and destroyed. All products sold by Xen Pillow Manufacturing are a new condition only.
In case you want to return merchandise to us or request a refund, Please email (NO PHONE CALLS) our customer service department at [email protected] and tell us:
- Your transaction ID # and when you received your shipment.
- The reason for the return.
- We will issue a return authorization number (RMA) by EMAIL in 72 hours. (We do not issue a return authorization number by phone).
Our warehouse can only receive and process shipments with a return number on the outside of the package. Merchandise must be returned to your assigned warehouse location in our reply email.
Merchandise must be in 100% SALEABLE CONDITION TO QUALIFY FOR A REFUND. PLEASE PACKAGE YOUR RETURN PROPERLY. Returns must be made within 30 days of receipt of goods. Once we have received and processed your return, we will issue a refund to your credit card in 2 – 3 weeks. Shipping and Handling fees are not refundable. See Certificate of Warranty, if needed.
- There is a $15.00 reprocessing fee for each Xen Pillow® returned. Pillowcases, if used are not refundable. The customer is responsible for the return postage (NO EXEMPTION). Return must be the whole order. We do not process partial returns.
- There is a $15.00 reprocessing fee for each Neck Support Cushion returned. Pillowcases, if used are not refundable. The customer is responsible for the return postage (NO EXEMPTION). Return must be the whole order. We do not process the partial return.
- Exchanges: Customer pays for return shipment and obtains a refund less original shipping and handling cost. Customer exchange is then processed as a new order.
- No fees for unopened defective merchandise.
Should you have any other questions, please feel free to email us at [email protected] We will usually reply to your email within 48 hours. Thanks for your order and we appreciate your business.