Return & Refund Policy

Return Eligibility

We accept returns within 30 days of the delivery date for eligible items.

To qualify for a return, the item must:

• Be unused and in its original condition.
• Be returned in its original packaging.
• Include all accessories, manuals, and included materials (if applicable).
• Be accompanied by proof of purchase or order confirmation.

Items that do not meet these requirements may not be eligible for a refund or exchange.

Non-Returnable Items

For health, hygiene, and safety reasons, certain products may not be eligible for return, including:

• Opened or used wellness products.
• Personal care items.
• Products marked as non-returnable or final sale.
• Gift cards and promotional items.

Please review product-specific information before making a purchase.

Return Process

To initiate a return, please contact our customer support team with your:

• Order number
• Full name
• Reason for the return
• Photos of the item if it is damaged, defective, or incorrect

Once your request is reviewed and approved, you will receive instructions for returning the item.

Returns sent without prior authorization may not be accepted.

Refunds

After we receive and inspect your returned item, we will notify you regarding the status of your refund.

If approved, your refund will be processed to the original payment method used for the purchase. Depending on your financial institution, it may take 5–10 business days for the refund to appear in your account.

Original shipping charges are generally non-refundable unless the return is due to our error or a defective product.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

We may request photographs of the product and packaging to help us resolve the issue quickly. If approved, we will provide a replacement, exchange, or refund as appropriate.

Exchanges

We only replace items if they are defective, damaged, or incorrectly shipped. If you require an exchange, please contact our support team for assistance.

Return Shipping Costs

Unless otherwise required by law, customers are responsible for return shipping costs.

If the return is the result of our error, including receiving a damaged, defective, or incorrect item, Xylen Shop will cover the applicable return shipping costs.

Cancellations

Orders may be canceled before they have been processed or shipped. Once an order has been shipped, it can no longer be canceled and must follow the return process outlined above.

Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact our customer support team. We are committed to providing a fair and efficient resolution process.