CONTACT SUPPORT

Last Updated: 07/JAN/2026

This Contact Support Policy explains how customers can reach XENOVA for assistance, what type of support is available, and how support requests are handled. Our goal is to provide clear, reliable, and respectful support throughout your ownership experience.

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1. SUPPORT SCOPE

XENOVA Customer Support assists with:

• Order and payment inquiries

• Shipping and delivery questions

• Warranty and service requests

• Product setup and general usage guidance

• Returns and refund-related inquiries

• Website or account-related issues

Support does not include advanced software development, third-party application troubleshooting, or services outside the scope of XENOVA products.

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2. HOW TO CONTACT XENOVA SUPPORT

Customers can contact XENOVA Support through the following official channels:

• Email Support: support@xenova.global

• Online Support Form: Available on the Contact Support page

• Order-Specific Requests: Please include your order number for faster assistance

For security and accuracy, XENOVA does not provide support through unofficial channels.

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3. SUPPORT AVAILABILITY

• Business Hours:
  Monday to Friday, excluding public holidays

• Response Time:
  We aim to respond within 1–2 business days

Response times may vary during product launches, batch fulfillment periods, or high-demand events.

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4. INFORMATION REQUIRED FOR SUPPORT REQUESTS

To help us assist you efficiently, please include:

• Full name used on the order

• Order number (if applicable)

• Product model and serial number (for technical or warranty inquiries)

• Clear description of the issue

Incomplete information may result in delayed responses.

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5. WARRANTY & TECHNICAL SUPPORT

For warranty-related or technical issues:

• XENOVA may request diagnostic information or photos

• Further inspection may be required before service approval

• All warranty services are governed by the Warranty Policy

Customers are responsible for backing up data before submitting devices for service.

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6. PREORDERS & BATCH-BASED ORDERS SUPPORT

For pre-order or batch-based purchases:

• Support can confirm batch allocation and estimated timelines

• Shipping estimates are based on production schedules and are not guaranteed

• Changes or cancellations may be limited once production begins

Batch details are shared at checkout and in order confirmations.

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7. COMMUNICATION STANDARDS

XENOVA Support is committed to:

• Professional, respectful communication

• Clear and transparent information

• Timely updates when available

Abusive, threatening, or inappropriate communication may result in restricted support access.

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8. LIMITATIONS OF SUPPORT

XENOVA Support cannot:

• Modify third-party software or services

• Guarantee specific delivery dates

• Override published policies or legal requirements

• Provide legal, financial, or tax advice

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9. ESCALATIONS

If an issue cannot be resolved through standard support channels:

• It may be escalated internally for further review

• Escalation does not guarantee a specific outcome but ensures additional evaluation

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10. DATA & PRIVACY

All support interactions are handled in accordance with XENOVA’s Privacy Policy.
Customer information shared during support requests is used only to resolve the inquiry.

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11. CHANGES TO THIS POLICY

XENOVA may update this Contact Support Policy from time to time to reflect operational or regulatory changes.

The most current version will always be available on our website.

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12. CONTACT DETAILS

XENOVA Customer Support
Email: support@xenova.global
Website: https://xenova.global

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IMPORTANT NOTICE

Support availability, response times, and services may vary by region and product configuration.