Refund and Return Policy for Xylamavel

Effective Date: November 28, 2024

At Xylamavel, we are committed to ensuring that you are completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a simple and easy process to return or exchange your items. Please take a moment to review our Refund and Return Policy to understand the process and your rights.

1. Return Eligibility

We accept returns on most products within 30 days of purchase. To be eligible for a return, the following conditions must be met:

  • The product must be in its original, unused condition.
  • The product must be returned in its original packaging, including any tags, labels, and instructions.
  • The item must not be part of our non-returnable product list, which includes personalized or custom-made items, opened toy sets, or products deemed non-returnable due to health and safety regulations.

Non-returnable Items:

  • Personalized Items: Custom products that have been tailored to your specifications.
  • Opened Toy Sets: Due to hygiene reasons, toys that have been opened or used cannot be returned.
  • Final Sale Items: Any items marked as final sale on our website.

2. How to Initiate a Return

To return an item, please follow these steps:

  1. Contact Us: Reach out to our customer service team at [email protected] within 30 days of receiving your order. Please include the following information in your email:
    • Order number
    • Product name and quantity
    • Reason for the return
    • Photos (if applicable, for damaged or defective items)
  2. Return Approval: Once we receive your request, our team will review the details and confirm whether your return is eligible. We will provide you with instructions on how to return the product and any necessary return shipping information.
  3. Shipping the Return: Pack the item securely in its original packaging and ship it back to us using the provided return instructions. We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item.

3. Return Shipping Costs

The customer is responsible for the cost of return shipping, unless the item is defective, damaged, or incorrect. In the case of a defective or incorrect item, we will cover the return shipping costs. Please contact us before returning any damaged or incorrect items so we can provide further assistance.

4. Refund Process

Once we receive your returned item, we will inspect it to ensure it meets our return criteria. If the return is approved, we will process your refund within 5-7 business days.

Refund Method: Refunds will be issued to your original payment method. Please note that the time it takes for the refund to appear in your account depends on your payment provider or financial institution. Typically, this process takes 5-10 business days after the refund has been issued.

If your return is rejected due to non-eligibility or damage, you will be notified via email, and the product may be sent back to you at your expense.

5. Exchanges

If you would like to exchange an item for a different size, color, or product, we recommend that you return the original item for a refund and place a new order for the replacement item. We do not process direct exchanges; however, we will assist you with any necessary steps to complete your return and reorder.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with the following:

  • Your order number
  • Photos of the damage or defect
  • A brief description of the issue

We will review your case and provide you with a solution, which may include a refund, replacement, or credit towards future purchases. We will also cover the return shipping costs for damaged or defective items.

7. Cancellations

Once an order is placed, we process it as quickly as possible. If you need to cancel your order, please contact us immediately at [email protected]. We may be able to cancel the order if it has not yet been processed or shipped. Once an order has been shipped, we cannot cancel it, but you may return the item following our standard return process.

8. Gift Returns

If you received a gift and would like to return it, we will issue a refund in the form of store credit or exchange, depending on the item’s return eligibility.

9. Restocking Fees

In some cases, Xylamavel may charge a restocking fee for returned items. This fee is typically applied to products that are returned in opened or damaged condition, or for any return that does not meet the conditions of our return policy. The restocking fee, if applicable, will be deducted from your refund amount.

10. Changes to the Return Policy

Xylamavel reserves the right to modify or update this Refund and Return Policy at any time. Any changes will be posted on our website, and the updated policy will be effective immediately upon posting. Please check this page periodically for any updates.

Contact Us for Returns or Assistance:

If you have any questions about our Refund and Return Policy or need assistance, feel free to contact our customer service team:

Thank you for choosing Xylamavel! We value your satisfaction and strive to provide a smooth shopping experience. We hope you enjoy our products and the joy they bring to your child’s playtime.