Refund policy

Customized Pet Fur & Feather Keepsakes

This exception applies only to the Burgundy Pet Fur & Feather Keepsake Bracelet, Pet Fur & Feather Donut Keepsake Necklace, and Cat-Shaped Pet Fur & Feather Keepsake Necklace. Because these keepsakes are customized, returns or exchanges for non-quality reasons are not accepted. If your order arrives damaged, defective, or materially different from its description, please contact us at info@xcencore.com so we can review the issue and discuss how to resolve it.

For these three customized keepsakes, this exception changes only eligibility for returns or exchanges for non-quality reasons. The existing terms for damaged or defective items, including the contact deadline, remedies, and refund processing timelines stated below, continue to apply.

Our return policy lasts 7 days from the date your order is delivered. If more than 7 days have passed since delivery, we cannot offer a return, refund, or exchange.

1. Returns Eligibility To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

  • To complete your return, we require a receipt or proof of purchase.

  • Please do not send your purchase back to the manufacturer. Please contact our support team first.

2. Damaged or Defective Items If the product arrives damaged or defective, please take photos or a short video and contact us at info@xcencore.com within 48 hours of delivery. We will arrange a free replacement or full refund immediately.

3. Refunds Process Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5–10 business days.

4. Shipping Costs You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

5. Contact Us For any questions regarding returns and refunds, please contact us at info@xcencore.com.