Refund Policy

Who processes your payment

Orders placed on this site are processed by BuyGoods Inc. (1000 North West St., Suite 1200, Wilmington, DE 19801, USA), the online retailer that handles checkout, payment and refunds for our products. The charge on your card statement may show BuyGoods' name rather than ours. We never see or store your card details.

The products themselves are created and delivered by Xenia Vocal Consultant SRL, trading as Xenia Vocal Healer (details on our Contact page).

The State One and The Long One — 30-day money-back guarantee

You have 30 days from the date of your order to ask for a full refund of The State One, and of The Long One if you added it to your order. You do not have to explain why.

How to request a refund

1. Go to lookup.buygoods.com and find your order using the email address you used at checkout.
2. Click Get Help, then Submit Refund Request.

You can also write to BuyGoods customer support at support@buygoods.com or call +44 7727 682993, available 24 hours a day — or write to us at contact@xeniavocalhealer.com and we will help you through it.

BuyGoods typically processes refunds for digital products within 24 hours. The money goes back to the original payment method. Your bank or card issuer may take a few business days, or one to two billing cycles, to show it on your statement — that part is their timing, not ours.

The State One includes the Activation Protocol, The Short One, the guided meditation and access to the Private Circle. A refund of The State One covers all of them, and access to the Private Circle ends with the refund.

The Personalized Frequency — not refundable

The Personalized Frequency is composed individually, for one person, from the photograph and the details you send us. Work on it begins as soon as we receive them. It cannot be resold, reused or given to anyone else — once it is made, it exists only for you.

For this reason, the Personalized Frequency is not refundable and cannot be exchanged. This is stated on the offer page, under the button, before you add it to your order.

If the file you receive does not open or does not play, write to us and we will send it to you again. If, for any reason on our side, we are unable to deliver your Personalized Frequency at all, you will be refunded in full.

If something is wrong with your order

If you paid and cannot reach your files, or a file does not play, that is not a refund request — that is our job to fix. Write to contact@xeniavocalhealer.com and we will sort it out, usually the same day.

If you live in the European Union, the EEA or the United Kingdom

You normally have a statutory right to withdraw from a distance purchase within 14 days. Two exceptions apply here:

• Digital content supplied immediately. When you open your library straight after payment, at your own request, the 14-day withdrawal right for that content ends. Our 30-day guarantee on The State One and The Long One is longer than the 14 days the law requires, and we apply it to everyone.
• The Personalized Frequency. Goods and content made to the consumer's specifications or clearly personalized are excluded from the withdrawal right (Article 16(c) of Directive 2011/83/EU, and the Romanian Government Emergency Ordinance 34/2014).

Your statutory rights regarding faulty or misdescribed products are not affected.

If you live in the United States

There is no general federal right to return online purchases. What applies is the guarantee described above, which we honour as a contractual promise. Where your state gives you additional rights, they apply on top of this policy.

Please talk to us before your bank

A refund request at lookup.buygoods.com or an email to us is faster than a chargeback, which takes weeks and can block your email address from future orders while the case is open.