Refund & Return Policy

Every order ships direct from our fulfilment partner's warehouse. This policy says plainly what we can and cannot do, so nothing is a surprise after you have paid.

1. Your 30-day refund right

You have 30 days from the day your order is delivered to claim a full refund or a replacement, provided there is a genuine cause. Genuine cause includes, but is not limited to:

• The item arrived damaged or broken
• The item is faulty or not fit for use
• You received the wrong item, colour, size or quantity
• The item is missing parts or accessories listed on its page
• Your order was never delivered, or did not arrive within the maximum delivery time in our Shipping Policy
• The item is materially different from how it is described on our site

That list is not exhaustive. If something went wrong with your order, tell us and we will look at it.

Email xmc.support@gmail.com within 30 days of delivery with your order number and a photo. We will replace the item or refund you in full — your choice. You keep the original, and you pay no return postage.

2. Before your order ships

You can cancel for any reason at all, no cause needed. Email us with your order number and we will cancel it and refund you in full. Orders usually leave the warehouse within 1–2 business days, so please tell us quickly.

3. Change of mind after shipping

Once your order has shipped we cannot accept a return or issue a refund simply because you changed your mind. Orders ship directly from our supplier's warehouse and there is no return address to send an item back to. This includes a cat that is not interested in a product, a colour you decided against, and ordering by mistake. This does not affect your rights under section 1.

4. How refunds are paid

Refunds go back to the original payment method. We process them within 2 business days of agreeing the refund; your bank or card issuer then typically takes a further 5–10 business days to show it.

5. Exchanges

We do not offer exchanges. If the wrong item arrived, we send the correct one as a replacement under section 1 — you do not need to return the first.

6. Your legal rights

Nothing in this policy limits any rights you have under the consumer law that applies where you live. If a term here conflicts with that law, the law applies.

7. Questions

Email xmc.support@gmail.com. A person reads it, and we would much rather answer before you order than argue afterwards.