Thank you for shopping with The XI Hour. We value customer satisfaction and aim to provide a smooth shopping experience. Please read our Refund & Return Policy carefully before making a purchase.

This policy is operated by The Eleven Ventures.

1. Returns Eligibility

Due to the nature of fragrance and personal care products, returns are only accepted under specific conditions.

You may request a return or replacement if:

• The product received is damaged during delivery
• You received the wrong product
• The product is defective or leaking upon arrival

To be eligible:

• The request must be raised within 5 day of delivery
• The product must remain unused and in original packaging
• Proper unboxing proof or images/videos may be required for verification

2. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns or exchanges for:

• Opened or used perfume products
• Products damaged after use
• Products purchased during special sales or promotional offers
• Change of mind or personal fragrance preference

Fragrance performance may vary based on skin type, weather, and usage conditions.

3. Refund Process

Once your request is reviewed and approved:

• Refunds will be processed to the original payment method
• Processing time may take 5–10 business days

Shipping charges (if applicable) are non-refundable unless the issue is caused by our side.

4. Replacement Policy

Eligible products may qualify for:

• Replacement of damaged item
• Replacement of incorrect item

Replacement requests are subject to product availability.

5. Cancellation Policy

Orders may be cancelled only before dispatch.

Once an order has been shipped, it cannot be cancelled.

To request cancellation, contact our support team as soon as possible after placing the order.

6. Failed Deliveries & Incorrect Address

Customers are responsible for providing accurate shipping information.

We are not responsible for delays, losses, or failed deliveries caused by:

• Incorrect address details
• Unreachable phone numbers
• Refusal to accept delivery

Additional shipping charges may apply for re-delivery attempts.

7. Contact Us

For return, refund, or cancellation requests, contact us at:

The Eleven Ventures

Email: support@thexihour.com
Website: thexihour.com

Thank you for choosing The XI Hour.