Privacy Policy

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TERMS & CONDITIONS

Certification of Warranty

PRODUCTS:

The Xen Neck Support Pillow (Xen Pillow) 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.

Please see our Terms and Conditions for Returns and Exchanges.

Xen Pillow Mfg. Corp. warrants that we will, at our option and 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.

Warranty Term

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.

Warranty Coverage

During the "term" of this Limited Warranty, we will, at our option and sole discretion, repair the product with shipping and handling costs paid by the original purchaser or replace the product with shipping and handling costs paid by the original purchaser. In the case of replacement, we may substitute an alternate equivalent product at our discretion. Limited warranty and general 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. The purchaser may also have other rights that may vary by the state up to the value of the purchased item.

Please Note: Class 1 MEDICAL DEVICE - in process registration with the FDA. However, if you need MEDICAL attention OR TREATMENT, please reach out to your health physician for proper medical care and direction.

RETURN POLICY: 

Should you have any problems with our products, please feel free to contact us via email at customerrelations@xenpillow.com. 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 customerrelations@xenpillow.com and tell us:

1. Your transaction ID # and when you received your shipment.
2. The reason for the return.
3. 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.

1. There is a $15.00 reprocessing fee for each Xen Neck Support 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 the partial return.
2. 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.
3. No fees for unopened defective merchandise.

Should you have any other questions, please feel free to email us at customerrelations@xenpillow.com

We will usually reply to your email within 48 hours. Thanks for your order, and we appreciate your business.

Marlon M. E. Holder

Inventor, President, and CEO

Xen Pillow Manufacturing Corp.