Refund policy

Effective Date: July 6, 2026

This policy explains how Xachelle handles order changes, cancellations, returns, exchanges, damaged or incorrect products, and refunds.

Nothing in this policy limits mandatory consumer rights that apply under relevant law.

1. Order Changes and Cancellations

To request an order change or cancellation, contact us as soon as possible at support@xchfjx.com or xchfjx1@126.com. Include your order number and clearly describe the requested change.

We will make reasonable efforts to accommodate the request. However, we cannot guarantee a change or cancellation once processing, production, or shipment has begun.

Personalized, customized, or made-to-order products may enter production shortly after confirmation. Please verify the selected product, size, color, quantity, personalization details, and delivery information before placing an order.

If we approve a cancellation before fulfillment, the applicable amount will normally be refunded to the original payment method.

2. Return Request Period

You may request a return for an eligible item within 30 days after delivery.

A return request is not automatically approved. Contact us before sending an item and wait for written authorization, instructions, and the applicable return address.

Unauthorized returns may be refused or may delay or prevent processing.

3. Eligibility for Change-of-Mind Returns

To qualify for a change-of-mind return, an item must generally:

  • Be unused, unworn, unwashed, and undamaged;

  • Be free from odors, stains, cosmetics, pet hair, or other signs of use;

  • Retain its original tags where applicable;

  • Include its original parts and accessories;

  • Be in its original packaging where reasonably possible; and

  • Be accompanied by valid proof of purchase.

Trying on an item solely to assess fit is acceptable when done carefully and without removing required tags, washing, wearing, damaging, or altering the product.

We may reduce or refuse a refund if the returned item has lost value because of handling beyond what is reasonably necessary to inspect it, subject to applicable law.

4. Personalized, Customized, and Made-to-Order Items

Personalized, customized, or made-to-order items are generally not eligible for return because of:

  • A change of mind;

  • An incorrect size, color, text, or option selected by the customer; or

  • Dissatisfaction unrelated to a fault or discrepancy.

This exclusion does not apply when an item is damaged, defective, incorrectly produced, incomplete, or materially different from the confirmed order.

5. Health and Hygiene Restrictions

If a particular product cannot be returned after opening, removal of protective seals, or use for genuine health, hygiene, or safety reasons, that restriction must be clearly displayed on the relevant product page before purchase.

A restriction not disclosed on the applicable product page will not be imposed merely through this general policy.

Health and hygiene restrictions do not remove rights relating to damaged, defective, incorrect, or otherwise nonconforming products.

Xachelle does not maintain a separate final-sale product category under this policy.

6. Damaged, Defective, Incorrect, or Incomplete Products

If an order arrives damaged, defective, incorrect, incomplete, or materially different from what you ordered, contact us promptly and provide:

  • Your order number;

  • A detailed description of the issue;

  • Clear photographs or videos showing the product and problem;

  • Photographs of the shipping label and outer packaging where relevant; and

  • Confirmation of your delivery address.

Do not discard the item or packaging while the request is under review unless our team instructs you otherwise.

After reviewing the evidence, we will provide an appropriate remedy. Depending on the circumstances and availability, this may include:

  • Sending a missing item;

  • Providing a replacement;

  • Arranging an exchange; or

  • Issuing a refund for the affected item.

If the issue is confirmed to have resulted from our error or our fulfillment partner’s error, we will cover the authorized replacement or return shipping costs.

In some cases, we may resolve the issue without requiring the original item to be returned. Do not assume that a return is unnecessary unless our team confirms this in writing.

7. Return Shipping Costs

For an approved change-of-mind return, the customer is responsible for return shipping costs.

For a confirmed damaged, defective, incorrect, or incomplete item, we will provide return instructions and cover the authorized return or replacement shipping costs.

If we ask you to purchase return postage for a merchant-responsible return, retain the receipt. We will reimburse the approved reasonable cost after receiving the required documentation.

Xachelle does not charge a restocking fee.

Do not send a return using cash-on-delivery or another service that requires us to pay an unauthorized amount when the parcel arrives.

For customer-paid returns, we recommend using a trackable shipping service. We are not responsible for a return lost or damaged before reaching the authorized return location, except where applicable law provides otherwise.

8. Return Authorization and Address

To request a return, email both:

support@xchfjx.com
xchfjx1@126.com

Please provide your order number, the item concerned, the reason for the request, and supporting photographs or videos where relevant.

If the request is approved, we will send the applicable return address and instructions by email. The correct return location may depend on the product, order, and customer location.

Our registered business address is not the default product return address. Do not use that address or an address printed on the original parcel unless our customer service team specifically authorizes it.

Products sent to an unauthorized or incorrect address may be refused, delayed, lost, or returned to the sender.

9. Exchanges

Exchanges are subject to product availability.

For an ordinary size, color, or change-of-mind exchange, the original product must be returned and inspected before a replacement is processed. The customer is responsible for applicable return shipping and any new shipping charge unless we agree otherwise.

For a confirmed damaged, defective, incorrect, or incomplete product, we will cover authorized exchange-related shipping costs.

If the requested replacement is unavailable, we may issue an eligible refund and invite you to place a new order.

10. Inspection and Refund Approval

After an authorized return arrives, we will inspect it and notify you whether the refund is approved.

Inspection considers the item’s identity, condition, evidence of use, tags, packaging, included parts, return reason, and compliance with the authorized instructions.

An approved refund for an eligible returned item covers the item’s purchase price, subject to any lawful deductions explained in this policy.

11. Shipping Charges, Taxes, and Other Fees

For an approved change-of-mind return:

  • The eligible item’s purchase price will be refunded;

  • Original shipping charges are not refundable;

  • Return shipping is the customer’s responsibility; and

  • Xachelle does not charge a restocking fee.

When a refund results from our confirmed error, such as a damaged, defective, incorrect, or incomplete product:

  • The affected item’s eligible purchase price will be refunded if a refund is selected;

  • The applicable original shipping charge will be refunded where appropriate; and

  • Authorized return shipping costs will be covered or reimbursed.

Customs duties, import taxes, brokerage fees, and similar amounts paid directly to government authorities, carriers, or other third parties generally cannot be refunded by Xachelle.

Any sales tax collected and legally refundable in connection with the returned item will be handled according to the applicable tax and payment rules.

12. Refund Method and Timing

Approved refunds will normally be issued to the original payment method within 5–10 business days after approval.

We generally cannot issue a refund to a different card, account, or payment method. If the original payment method is no longer available, the payment provider’s applicable procedures will apply.

Your bank, card issuer, or payment provider may require additional time to display the refund after we issue it.

13. Late or Missing Refunds

If an approved refund has not appeared after the expected processing period:

  • Review the original payment account;

  • Contact your bank, card issuer, or payment provider;

  • Allow for any additional institutional processing time; and

  • Contact us if further assistance is required.

Please include your order number and any refund confirmation previously provided.

14. Incorrect Addresses and Undeliverable Orders

Customers are responsible for providing complete and accurate delivery information.

If a parcel is returned or cannot be delivered because of an incorrect or incomplete address, refusal, failure to collect it, repeated unsuccessful delivery attempts, unpaid customs charges, or another customer-attributable reason:

  • Refund eligibility will be assessed after the parcel is returned and inspected;

  • Actual return shipping, customs, or handling costs may be deducted from an eligible refund where permitted by law;

  • Original shipping fees will not normally be refunded; and

  • The customer will be responsible for the additional shipping charge if redelivery is requested.

These provisions do not apply when nondelivery resulted from our confirmed error or the carrier’s confirmed error.

15. Contact and Company Information

Brand: Xachelle
Website: xchfjx.com
Legal Entity: Yunyan District Mila Clothing Store
Store Operator: Yunyan District Mila Clothing Store
Unified Social Credit Code: 92520103MAAM15HH13
Registered Address: No. 8, Floor -2, Building B, Yan'an West Road, Weiqingmen Subdistrict, Yunyan District, Guiyang City, Guizhou Province

Please do not mail returns to our registered address unless instructed. Always reach out first for return instructions and the latest warehouse address. When the phone line is busy, contact us by email or through the store backend. We will get back to you as soon as possible. Customer service hours: Monday–Friday, 9:30 AM–12:00 PM and 2:00 PM–6:30 PM.

Current return warehouse address:
Attn: Return Authorization / RA-309B
Warehouse: Sunshine State Reverse Hub – Unit 5F
4218 Palmetto Bay Ct
Orlando, FL 32822-6041
United States

Customer Service Email: xchfjx1@126.com; support@xchfjx.com
Contact Phone: +86 182-8608-0276

Xachelle is operated by Yunyan District Mila Clothing Store, which oversees xchfjx.com, order processing, customer service, and related ecommerce activities.