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Cancellations and Returns


At Xiorex Online Store, we strive to process your order as quickly as possible. In return, the period of time you can cancel your order without any charges is limited. You may want to cancel the entire or a portion of your order if:

1-   Your order has not been sent to our partners' offices for further processing
2-     Your order has not been entered to the shipping process.

We will fully refund your payment during the order processing period while it is in our processing department.

You still may cancel your order after it has been entered the shipping process or left our processing department. However, you will be responsible for the shipping costs, customs fees (for international orders), a cancellation fee, and a handling fee. Please note that you will be charged only for the actual shipping costs. This shipping fee includes the items marked with free shipping on Xiorex Online Store. A flat fee of 20% of your purchase amount will be applied as the cancellation fee. The handling fee is calculated as 5.5% of your order amount. Made to order items cannot be cancelled or returned.

We may send you emails or mail regarding your order or the information you provided. In some cases, we may also ask you to change your free email account (Yahoo, Hotmail ...) to a registered email account for safety reasons. Orders will be cancelled if you decide to do not reply to these emails or mail.



Our return policy follows the same rules of cancelling your order. However, there are some conditions that must be met before we can accept your return. These include:

1-      Item(s) must be new, in original sealed packaging and must not have been assembled
2-      Mattresses and bedding must not have been opened
3-      Item(s) that are damaged by customer cannot be returned
4-      A return authorization must be obtained before sending back your item(s)
5-      Item(s) must be returned within 7 days after the delivery date
6-      Labour, delivery services, delivery charges, special order items, and made to order products are not returnable (see the Cancellations section above).
7-      Your refund will be available after receiving and checking the item(s)


Damaged products

The customer is responsible for inspecting the ordered item(s) upon delivery. Damaged item(s) must be reported on the bill of lading at the time of receipt and also immediately to our help desk (before the driver leaves your location) using the phone number on the Contact Information page. Minor damages that are not visible at the time of delivery must be reported within 48 hours. Xiorex reserves the right to replace or repair your damaged item(s) at its discretion but free of charge provided that you follow these instructions. For very minor damages, please contact us for further instructions within the same time frame. You must keep all original packaging and the merchandise and make them available to our partners (e.g. carriers) for further investigation if requested.

After the 48 hours time frame, any incurred costs for replacement or repair request will be at the buyer’s expense. For product warranties, please refer to our Legal Information page.


Buyer remorse

Xiorex does not accept prerogative returns (buyer remorse). You cannot return items because you changed your mind, the item is too small or too big, the item is not the right color or any and all similar reasons.