Return and Refund Policy

At Xyluria, many items are personalized or made to order. Please review your custom details carefully before submitting a request or placing an order.

Contact Before Returning

Please contact us at xyluria@gmail.com before sending any return. Returns sent without prior authorization may not be accepted.

Custom and Personalized Items

Customized or personalized items are generally not eligible for return, exchange, or cancellation once production has started, unless there is a manufacturing defect or an error on our part.

Eligible Returns

Non-custom items may be eligible for return if they are unused, undamaged, and in their original condition. Return requests must be made within 14 days of delivery.

Non-Returnable Items

The following items are not eligible for return:

– Custom or personalized items, unless defective or made incorrectly by us
– Items that have been used, damaged, altered, or not kept in original condition
– Items returned without prior authorization
– Digital files, patterns, or downloadable products, if applicable

Return Process

To request a return, please contact us at xyluria@gmail.com with your order details, reason for return, and photos if the item is damaged or defective.

If your return request is approved, we will provide instructions on how and where to send the item.

Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the return is due to a manufacturing defect or an error on our part.

Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible with clear photos and order details. We will review the issue and help determine the next step.

Refunds

Approved refunds will be processed after the returned item is received and inspected. Processing times may vary depending on the payment method or platform used.

Cancellations

For custom or bulk orders, cancellation may not be possible once production has started. Please contact us as soon as possible if you need to cancel or change an order.

Contact Us

If you have questions about returns or refunds, please contact us at xyluria@gmail.com.