Refund policy
Sound does not work the same way for everyone. If a frequency does not do anything for you, we would rather give you your money back than keep it.
30-day money-back guarantee
You have 30 days from the date of your order to ask for a refund on any therapeutic frequency. You do not have to explain why, and you do not have to prove that you listened.
To request one, email contact@xeniavocalhealer.com with your order number. That is the whole process.
We reply within one business day. Once approved, the refund goes back to the payment method you used. Your bank or card issuer usually posts it within 5 to 10 business days — that part is their timing, not ours.
You keep the files you downloaded. We are not going to pretend we can take them back, and we are not going to ask you to delete them.
The Personalized Frequency
This one works differently, because it is different. It is composed individually, for one person, from the photograph and the information you send. It cannot be resold, reused, or given to anyone else — once it is made, it exists only for you.
Before work begins — that is, before Xenia has started composing — you can cancel for any reason and receive a full refund. Just write to us.
After you receive it, we do not offer a cash refund, for the reason above. What we do offer instead:
- If the frequency does not feel right to you, tell us what is off. Xenia will rework it once, at no cost. Write to us within 30 days of delivery.
- If the file is corrupted, incomplete, or does not play, we fix or replace it — always, and with no time limit.
This is stated here, and on the product page, before you pay.
If something is wrong with your order
If a file does not arrive, does not play, or is not what you paid for, that is not a refund request — that is our mistake. Write to us and we fix it. If we cannot, you get a full refund, whether or not the 30 days have passed.
If you are in the European Union, the EEA or the United Kingdom
You have a statutory right to withdraw from a distance contract within 14 days, and nothing in this policy takes that away from you.
Two things are worth knowing about how that right applies here:
- Digital content delivered immediately. When you tick the box at checkout, you ask us to deliver your files right away and you accept that doing so ends your 14-day withdrawal right. That is what the box is for, and it is why the box is there. If you would rather keep the right, do not tick it and do not place the order.
- The Personalized Frequency. Goods made to your specifications, or clearly personalized, are excluded from the withdrawal right by law. Your frequency is composed for you alone, from what you send us.
In practice this changes very little for you: our own 30-day guarantee is longer and simpler than the 14 days the law requires, and we apply it to everyone, everywhere.
Your statutory rights regarding faulty or misdescribed goods are unaffected and cannot be waived.
If you are in the United States
There is no federal right of return for online purchases; what you have is the guarantee written above, which we honour as a contractual promise. Some states give you additional rights, and those apply on top of this policy, never instead of it.
Please talk to us before your bank
If something has gone wrong, one email fixes it faster than a chargeback — usually the same day. A chargeback takes weeks, costs us a fee whatever the outcome, and can lock your email address out of future orders while the case is open.
We have never refused a refund request that came to us in good faith. Write first.
Contact
Xenia Vocal Consultant SRL · contact@xeniavocalhealer.com · +40 756 892 429