Refund policy

Last Updated: July 22, 2026

At Xmzive, customer satisfaction is important to us. This Return and Refund Policy explains our return window, eligibility requirements, return shipping responsibilities, refund procedures, exchanges, and order cancellations.

This policy applies to eligible products purchased directly through our official website, https://www.xmzive.com/.

1. Return Window

Customers may request an eligible return within 30 calendar days from the date the order is delivered.

To protect your return rights, please contact Customer Support within the 30-day return period. A request submitted after this period may not be eligible unless otherwise required by applicable law.

2. How to Start a Return

To start a return, contact Customer Support at hello@xmzive.com before mailing the product.

Please include:

• Your order number
• Your full name
• The email address used to place the order
• The product, size, and color being returned
• The reason for the return
• Photographs or videos when the item is damaged, defective, or incorrect

Customer Support will review the information and provide the applicable mailing instructions. Any return reference number we provide is used only to identify and route the package and is not an additional eligibility requirement.

3. General Return Eligibility

To qualify for a return, the product must meet the following conditions:

• The return request must be submitted within 30 calendar days after delivery.
• The product must be unused, unworn, unwashed, and unaltered, except for a reasonable indoor fitting.
• The product must be returned in the same condition in which it was received.
• Original tags and labels must remain attached.
• Original packaging and included accessories must be returned when applicable.
• A valid order number or other proof of purchase from Xmzive must be provided.
• The product must not have been damaged after delivery through use, alteration, misuse, or inadequate return packaging.

All returned products are inspected before a refund or exchange is approved.

4. Dress and Clothing Return Conditions

Dresses and other eligible clothing must:

• Be unworn except for a reasonable indoor fitting
• Be unwashed and unaltered
• Have all original tags attached
• Be free from stains, makeup, deodorant marks, perfume, smoke, or other odors
• Be free from pet hair or other signs of extended use
• Include the original packaging when applicable

When trying on a dress, please avoid contact with makeup, deodorant, perfume, jewelry, or other items that may mark or damage the product.

5. Items That Are Not Eligible for Return

The following items may not qualify for a return or refund:

• Products worn beyond a reasonable indoor fitting
• Products that have been washed, altered, repaired, or modified
• Products damaged after delivery by the customer
• Products with stains, makeup, deodorant marks, odors, pet hair, or other signs of use
• Products missing original tags, components, or required packaging
• Products not purchased directly from Xmzive
• Return requests submitted outside the 30-day period, except where applicable law requires otherwise

Xmzive does not apply an undisclosed “final sale” restriction. Any product-specific return restriction must be clearly disclosed on the applicable product page before purchase and must comply with applicable law.

This section does not limit consumer rights that cannot legally be excluded.

6. Customer-Paid Return Shipping

Customers are responsible for return shipping costs when returning an eligible item because of:

• Size or fit
• Color or style preference
• Change of mind
• Ordering the wrong product or size
• Another reason not caused by a product or fulfillment problem

For customer-paid returns, we recommend using a trackable shipping service and retaining the shipping receipt until the return is completed.

A refund cannot be processed for a customer-arranged return package that is not delivered to the return address. Xmzive is not responsible for loss or damage occurring during customer-arranged return transportation before delivery to us.

7. Xmzive-Paid Return Shipping

Xmzive will be responsible for return shipping when:

• The customer received an incorrect item.
• The item arrived damaged.
• The product has a confirmed defect or quality issue.

When Xmzive is responsible for return shipping, Customer Support will provide a prepaid return label or another appropriate return-shipping arrangement at no cost to the customer.

Please do not purchase return postage independently when Xmzive is responsible for the return unless Customer Support has provided written instructions to do so.

8. No Restocking Fee

Xmzive does not charge a restocking fee for eligible returns.

No restocking fee or return-handling fee will be deducted from an approved refund. Customers remain responsible only for applicable customer-paid return shipping costs described in this policy.

9. Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or different from the product ordered, please contact Customer Support as soon as possible within the 30-day return period.

Please provide:

• Your order number
• A description of the problem
• Clear photographs or videos of the product
• Photographs of the outer package and shipping label when relevant

Please retain the product and its packaging until Customer Support provides instructions.

After reviewing the available information, we will provide an appropriate solution, which may include a replacement, exchange, return, or refund depending on the circumstances and product availability.

10. Return Address

After contacting Customer Support, eligible returns will be directed to:

Store Name: Xmzive
Return Address: 119 Westview Pl, Danville, VA 24540, United States
Support Email: hello@xmzive.com
Support Phone: +1 434-424-3245

Please package the product securely and follow the return instructions so the package can be matched to the correct order.

11. Inspection and Refund Process

After the returned product is delivered, we will inspect it to determine whether it meets the conditions stated in this policy.

We will notify the customer after the return has been reviewed. If approved:

• The refund will be issued to the original payment method.
• Xmzive will process the refund within 1–3 business days after approval.
• No restocking fee will be deducted.
• A refund confirmation will be sent to the customer’s order email address.

We do not redirect an approved refund to a different card, bank account, digital wallet, gift card, store credit, or alternative payment method.

After we process a refund, the customer’s bank, card issuer, PayPal, or other payment provider may require additional time before the funds appear in the customer’s account.

If a return is not approved, we will notify the customer and provide the reason based on the return condition information available to us.

Because eligible U.S. orders receive Free Standard Shipping, there is no original Standard Shipping charge to deduct from an approved product refund.

12. Exchanges

If you need a different size, color, or replacement product, please contact Customer Support.

Exchange requests are subject to:

• Product availability
• The 30-day return period
• The return eligibility requirements in this policy
• Inspection of the returned product

If the requested replacement is unavailable, the customer may receive an approved refund to the original payment method and place a new order for another available product.

Return shipping responsibility for an exchange follows the same rules stated in Sections 6 and 7 of this policy.

13. Order Cancellations

Customers may request cancellation before an order has shipped. Please contact Customer Support as soon as possible after placing the order.

We will make reasonable efforts to accommodate the request, but cancellation cannot be guaranteed after processing or fulfillment has started.

If an order has already shipped, it cannot be canceled. The customer may request an eligible return after delivery under this policy.

If a canceled order has already been charged, the applicable refund will be issued to the original payment method.

14. Contact Us

For return requests, refund questions, exchanges, or cancellation requests, please contact us:

Store Name: Xmzive
Website: https://www.xmzive.com/
Business Address: 119 Westview Pl, Danville, VA 24540, United States
Return Address: 119 Westview Pl, Danville, VA 24540, United States
Support Email: hello@xmzive.com
Support Phone: +1 434-424-3245
Support Hours: Monday – Saturday: 9:00 AM – 6:00 PM Eastern Time (ET)
Sunday: Closed

We aim to respond to customer inquiries within 24–48 business hours.