Return, refund & exchange policy

30-day return & exchange policy

If you are not fully satisfied with your order, you may return or exchange it within 30 days of receiving the item. We accept returns for both defective and non-defective products under the following conditions:

• The product must be in new, unused condition.
• All original tags and packaging must be intact.
• You must contact our support team within 7 days of receiving your order to initiate a return/exchange.
• You must file a return within 7 days; otherwise you will not be refunded.
• Choosing the wrong size is not grounds for a refund (an exchange may be available — see below).
• A photo of the product, including the issue and the collar/care tag, is required for processing.

Items not eligible for return or exchange

• Customized or made-to-order products.
• Items returned without original tags.
• Items returned after the 30-day window.
• Orders with multiple sizes of the same product ordered for trial.

Exchange policy

If you need a different size or colour, we offer one-time free exchanges for eligible products. You only pay the postage to return the original item.

• Exchange must be requested within 7 days of delivery.
• The product must be unworn and in new condition.
• Provide clear photos of the item when submitting your request.

Cancellation policy

• Within 24 hours of placing the order: full refund.
• After 24 hours and before 5 days: 35% cancellation fee applies.
• Within 5 days of the scheduled shipping date: 50% fee applies.
• After 5 days of order confirmation: cancellation requests are not accepted.

Return procedure

To start a return, email info@xvrst.store with:

• Your order number
• Reason for return
• Clear photos of the issue
• A photo of the collar/care tag

Once approved you'll receive an RMA number and return instructions. This number must be written on the return package. Return shipping is the customer's responsibility. If free shipping was provided on the original order, the original shipping cost is deducted from the refund.

Restocking fee

A restocking fee may apply based on product type and weight. This covers inspection, repackaging and reshelving.

Refunds

Once we receive and inspect the returned product, refunds are processed within 5–7 business days to the original payment method. You'll be notified by email when the refund is issued.

Refunds are not issued for: change of mind, accidental purchases, requests beyond the 30-day window, or items returned used or damaged.