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Terms & Conditions

Terms & Conditions

 

Certification of Warranty

PRODUCTS:

  1. 1.       The Xen PillowR has a two (2) year limited manufacturing warranty (original workmanship and/or material defects, starting with the date of purchase) along with a 30-day money back or exchange guarantee of a 100% customer satisfaction.

 

  1. 2.       Neck Support Cushion has a two (2) year limited manufacturing warranty (original workmanship and/or material defects, starting with the date of purchase) along with a 30-day money back or exchange guarantee of a 100% customer satisfaction. This limited warranty does not cover or apply to normal wear and tear or abusive use or handling of the product or normal foam discoloration.

 

We do not accept "bill recipient" packages.  Allow 30 days upon our receipt to process returned products.

Please see our Terms and Conditions for Returns and Exchanges.

Xen PillowR Mfg Corp. warrants that we will, at our option and in our sole discretion, replace or repair any Xen PillowR product if it is defective due to faulty workmanship or materials, subject to the limitations described in this limited warranty. 

 

This limited warranty does not cover or apply to normal wear and tear or abusive use or handling of the products.

Warranty Term

Xen PillowR products carry a limited warranty term of two (2) years from the date of purchase on the core foam only. Warranty does not apply to core cover or pillow cases.

Warranty Coverage

During the “term” of this Limited Warranty, we will at our option and in our sole discretion, repair the product with shipping and handling costs paid by the original purchaser, or replace the product with shipping and handling cost paid by the original purchaser. In the case of replacement, we may substitute an alternate equivalent product in our discretion. Limited warranty and liability up to the cost of the item purchased only.

Products that are deemed to be abused or mishandled (including a product that is burned, cut, torn, subject to spills, or the label removed) may be denied warranty coverage in our sole discretion.

This limited warranty covers all Xen PillowR products produced and or distributed by:
Xen PillowR  Mfg. Corp. c/o Shipping Dept.; 253 East Blackwell Street, Dover, NJ 07801

This limited warranty is valid for original purchaser only. If owner/claimant is not the original purchaser of the product it is deemed an “as is” product and not eligible for Warranty claim. Proof of purchase will be required to validate that claimant is the original purchaser and eligible for warranty claim.

This Limited Warranty gives the original purchaser specific legal rights and the purchaser may also have other rights which may vary by the state up to the value of the purchased item.

Please note: THIS IS NOT A MEDICAL DEVICE.  If you need MEDICAL attention OR TREATMENT, please seek out your health physician for proper medical care.


 RETURN POLICY: 


Should you have any problems with our products, please feel free to contact us via email at customerrelations@xenpillow.com. We will reply to your email within 48 hours. SIMPLY CHARGEBACK WILL GENERATE COLLECTION COSTS IN THE CUSTOMER'S ACCOUNT.

RETURN AND REFUND INSTRUCTIONS:

Our return policy has been established to safeguard public health and safety requirements.  If an item is returned, they are collected, tagged, processed and destroyed.  All products sold by Xen Pillow Manufacturing are a new condition only.

In case you want to return merchandise to us or request a refund, Please email (NO PHONE CALLS) our customer service department at  customerrelations@xenpillow.com and tell us:

1. Your transaction ID # and when you received your shipment.

2. The reason for the return.

3. We will issue a return authorization number (RMA) by EMAIL in 72 hours. (We do not issue return authorization number by phone).

 

Our warehouse can only receive and process shipments with a return number on the outside of the package. Merchandise must be returned to your assigned warehouse location in our reply email.

Merchandise must be in 100% SALEABLE CONDITION TO QUALIFY FOR A REFUND. PLEASE PACKAGE YOUR RETURN PROPERLY. Returns must be made within 30 days of receipt of goods. Once we have received and processed your return, we will issue a refund to your credit card in 2 - 3 weeks. Shipping and Handling fees are not refundable.  See Certificate of Warranty, if needed.

1.       There is a $15.00 reprocessing fee for Xen PillowR returns. Pillow cases, if used are not refundable.  The customer is responsible for the return postage (NO EXEMPTION). Return must be the whole order. We do not process the partial return.

 

2.       There is a $15.00 reprocessing fee for Neck Support Cushion returns. Pillow cases, if used are not refundable.  The customer is responsible for the return postage (NO EXEMPTION). Return must be the whole order. We do not process the partial return.

 

3.      Exchanges:  Customer pays for return shipment and obtains a refund less original shipping and handling cost. Customer exchange is then processed as a new order.

 

4.       No fees for unopened defective merchandise.

 

Should you have any other questions, please feel free to email us at customerrelations@xenpillow.com

We will usually reply to your email within 48 hours. Thanks for your order and we appreciate your business.


Signed:  Marlon Holder

Marlon M. E. Holder

Inventor, President, and CEO

Xen PillowR Manufacturing Corp.