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Xbvtl handles insulated-cup return requests through one written review so the ordered vessel, every lid and removable food-contact component, and the requested outcome can be matched to the order record. We accept returns for both defective and non-defective products, and we accept exchanges when the requested replacement item is available.
An insulated-tumbler return is assessed as the complete listed set. Every vessel, lid, cap, collar, plug, strainer, gasket, and supplied component must remain together unless our support team confirms that a specific damaged component should be handled separately. For insulated-drinkware orders, support review may refer to listed usable capacity, vessel dimensions, inner and outer materials, interior finish, vacuum-wall construction, lid interface, drinking opening, plug, strainer, gasket, set quantity, unused hygiene condition, supplied pieces, and delivered package completeness.
RETURN WINDOW
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests submitted after 30 days may not be accepted unless required by applicable consumer law.
RETURN CONDITION & ELIGIBILITY
Product condition accepted for return: new only. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Because insulated cups are food-contact items, an eligible non-defective return must remain completely unused, unwashed, clean, dry, and unaltered. Vessels, interiors, rims, threads, lids, openings, plugs, strainers, gaskets, coatings, and bases must be free from beverages, water, tea, food, odors, stains, cleaning residue, scratches, chips, dents, heat exposure, dishwasher use, seal deformation, thread wear, or modification. Opening the parcel and conducting a careful dry visual inspection does not by itself prevent a return when the complete set otherwise remains new.
Repack an approved insulated-cup return only when every vessel and removable food-contact component is clean, completely dry, and otherwise eligible; protect rims, ceramic coating, threads, lid tabs, drinking openings, plugs, strainers, gaskets, and stacking recesses from impact or abrasion. Place lids, caps, collars, strainers, plugs, and gaskets in separate clean closed sleeves within one sturdy outer carton so hard parts cannot rub against a vessel and paired or set components cannot move independently. After approval, we email the pre-paid label for download and printing together with the assigned mailing instructions; these packing steps protect the complete returned set and do not reduce mandatory consumer rights.
RETURN PROCESS & RETURN ADDRESS
To start a return, contact us at support@xbvtl.shop. If your request is accepted, we will email you a pre-paid return shipping label as a downloadable and printable file, together with instructions confirming how and where to mail your package. Items sent back to us without first requesting a return will not be accepted.
Return method: by mail. Approved returns should be mailed to this return address: Seven Hills, NSW 2147, Australia.
In the first email, identify the SKU and cup format and state whether the request concerns usable capacity, dimensions, vessel material, interior finish, coating, lid fit, tabs, threads, drinking opening, plug, infuser, gasket, stacking recess, set quantity, delivery damage, an incorrect item, or a missing supplied piece. For visible transit damage or an incorrect product, clear photographs of the unused vessel, relevant component, and outer parcel can help us compare the delivery with the order record without making photographs a condition for every return.
RETURN SHIPPING FEES
For all accepted returns, including defective, damaged, incorrect, and eligible non-defective products, the return shipping cost is covered by us. Return label method: Customer download/print. After approval, the pre-paid return shipping label is sent by email at no cost to the customer. No return label is included in the original delivery package.
RESTOCKING FEE
Restocking Fee: No restocking fee will be charged to the consumers for the return of a product.
REFUND TIMEFRAME
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 days. Bank or card issuer posting times may vary after we submit the refund.
EXCHANGES AND CANCELLATIONS
An exchange may be requested for another available insulated-cup format after the original complete, unused set is approved for return. Any difference in price, usable capacity, material, lid construction, supplied components, set quantity, or availability will be explained before the replacement is confirmed. Customers may request cancellation before the order has been processed or shipped.
CONTACT
For return and refund support, contact support@xbvtl.shop or +61 401 854 983. Support hours: Monday-Friday: 9:00 AM - 5:00 PM (GMT+08:00) Singapore Standard Time (Singapore).