Learn how returns are processed for our makeup products online, including our refund and exchange policies.
Return, Refund and Exchange Policy
RETURNS: Only products purchased on xiricompany.com will be accepted for returns, refunds and exchanges.
You may return it within 15 days of purchase date (excluding shipping & handling). Return shipping and handling fees are at customer’s expense.
How should I return products?
Please submit an email within 24 to 48 hours to firstname.lastname@example.org or contact Customer Service at 1-866-736-2796 (toll-free) or 201-836-7359 (local) to obtain a Return Authorization Number (RAN#).
Please ensure that:
- All pieces, parts and printed materials must be in their original packaging, resalable and not damaged.
- Write your RAN# on the outside packaging of your return.
- Retain your shipping receipt in the event your package is lost in transit.
**Please note that we cannot accept return of opened items for some health and personal care products. Products purchased as part of a set cannot be returned individually. The entire set must be returned. No additional discounts will be given.
If you are unable to find your packing list, please contact Customer Service at 1-866-736-2796 (toll-free) or 201-836-7359 (local), Monday through Friday, 9:00am to 5:00pm, or by email email@example.com for assistance.
Please send products by a traceable method such as USPS Insured Parcel Post or Regular Mail with Delivery Confirmation. This will allow you to know exactly when the item is received at our warehouse. Please make sure to include the original packing slip, and check off the items being returned.
Please ship to your returnable products to:
Xiri Company, LLC
160 Johnson Avenue
Hackensack, NJ 07601
DAMAGED GOODS: Damaged products must be reported to Xiri Company within 24 to 48 hours of delivery. Products lost or damaged during shipping is the responsibility of the delivery carrier. If a package arrives damaged, the addressee (customer) must initiate the claim against the shipper.
To facilitate this process, please contact our Customer Service at 1-866-736-2796 (toll-free) or 201-836-7359 (local) and we will be happy to guide you through the process of filing the proper claim against the shipper.
LOST or STOLEN PACKAGE: Please ensure that there is a secure drop-off location for your shipment. Orders loss or stolen, will not be the responsibility of Xiri Company. If there is not a secure drop-off location, please call Customer Service at 1-866-736-2796 (toll-free) or 201-836-7359 (local) to make arrangements.
DEFECTIVE PRODUCT: Products that are defective must be reported to Xiri Company within 24 to 48 hours of delivery. Defective products must be returned with a Return Authorization Number (RAN#) within 15 days, which can be obtained by calling Customer Service at 1-866-736-2796 (toll-free) or 201-836-7359 (local).
e-GIFT VOUCHER: e-Gift Voucher purchases are final and cannot be returned and are non-refundable.
How should I return an Incorrect Item or report a missing item?
In the unlikely event that you receive an incorrect item or if items were missing from your order, please immediately contact Customer Service for assistance at 1-866-736-2796 (toll-free) or 201-836-7359 (local), Monday through Friday, 9:00am to 5:00pm or via email at firstname.lastname@example.org
How long does it take to process a refund?
Once our warehouse has received your returned merchandise, we will credit the original credit card used for your purchase within 10 to 15 business days. The refund will show up on your credit card billing statement within the next one, or two billing cycles. No credits will be given for unauthorized returns.
RETURNING PROMOTIONAL ITEMS
Free Gifts: If your order qualified for a free gift and you return part of the order, leaving the free gift in your possession, we will recalculate the charges on your entire order subtracting the full price of the gift before issuing your credit on the returned merchandise.
Free Samples: If your order qualified for free samples and you return part of the order, feel free to keep these free samples with our compliments, they do not need to be returned with the rest of your order.
Discounts: If you return part of an order that received a discount, then the remaining part of the order in your possession by itself, would not qualify for the discount, we will recalculate the charges on your entire order to recover the discount before issuing your credit on returned goods.