Return Policy

Last updated:

At Xaldryonphex, we take great pride in the quality and craftsmanship of every handmade gift we create. We understand that sometimes a product may not meet your expectations, and we are committed to ensuring your satisfaction. This Return Policy outlines the conditions, procedures, and timelines for returns, exchanges, and refunds for products purchased through our website xaldryonphex.world or directly from our workshop.

1. Return Eligibility

We accept returns under the following conditions:

• The return request must be submitted within 14 calendar days from the date you received the product.
• The item must be in its original condition, unused, and undamaged, with all original packaging, tags, and accessories intact.
• The item must not have been personalized, customized, or altered after delivery unless the reason for return is a defect or error on our part.
• Proof of purchase, such as an order confirmation email or receipt, must be provided with the return request.

We reserve the right to refuse returns that do not meet these eligibility criteria. Items that have been used, damaged by the customer, or returned without proper documentation may not qualify for a refund or exchange.

2. Non-Returnable Items

Due to the nature of our handmade products, certain items cannot be returned or exchanged. Non-returnable items include:

• Custom or Personalized Orders: Items that have been made to your specific design requests, including custom color selections, personalized messages, monogramming, or any other bespoke modifications, are considered final sale and cannot be returned unless they arrive damaged or defective.
• Perishable Items: Any gift components that include perishable elements, such as fresh flowers, edible items, or other time-sensitive materials, are not eligible for return.
• Gift Cards and Vouchers: Digital or physical gift certificates and vouchers are non-refundable and cannot be returned.
• Sale and Clearance Items: Products purchased at a discounted or clearance price are final sale and are not eligible for returns or exchanges unless they arrive damaged or defective.

3. How to Initiate a Return

To start the return process, please follow these steps:

1. Contact Us: Reach out to our team through our contact page or email us at helpdesk@xaldryonphex.world with your order details and the reason for your return request. Please include your order number, the item(s) you wish to return, and a brief explanation of the reason.
2. Receive Authorization: Our team will review your request and, if approved, will provide you with a Return Authorization Number (RAN) and detailed instructions for shipping the item back to us. Returns sent without a valid RAN may be refused or delayed.
3. Package the Item: Carefully repack the item in its original packaging or in a secure alternative to prevent damage during transit. Include a copy of your order confirmation and the RAN inside the package.
4. Ship the Item: Send the package to the return address provided in the authorization email. We recommend using a trackable shipping method and purchasing shipping insurance for items of significant value. Xaldryonphex is not responsible for items lost, stolen, or damaged during return shipping.

4. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (such as shipping the wrong item, a defective product, or damage that occurred during delivery). In cases where the return is due to our error, we will provide a prepaid shipping label or reimburse reasonable return shipping costs.

For international returns, the customer is responsible for all return shipping charges, customs fees, duties, and taxes. These costs are non-refundable and will not be included in any refund amount.

5. Inspection and Processing

Once we receive your returned item at our workshop, our quality team will inspect it to verify that it meets our return eligibility criteria. This inspection process typically takes 3 to 5 business days from the date we receive the package. We will notify you by email once the inspection is complete and inform you of the approval or rejection of your return request.

If the returned item does not meet our eligibility criteria (for example, if it shows signs of use, damage, or has been altered), we will contact you to discuss options. In such cases, the item may be shipped back to you at your expense, or a partial refund may be offered at our discretion.

6. Refund Process

If your return is approved, a refund will be processed as follows:

• Refund Method: Refunds will be issued to the original payment method used for the purchase. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.
• Refund Timeline: Once approved, refunds are typically processed within 5 to 10 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider. Credit card refunds may take one full billing cycle to appear on your statement.
• Refund Amount: The refund will include the purchase price of the returned item(s). Original shipping charges are non-refundable unless the return is due to our error. Any promotional discounts, coupons, or special offers applied to the original order will be deducted proportionally from the refund amount.

7. Exchanges

If you would like to exchange an item for a different product, please initiate a return for the original item following the process described above, and place a new order for the desired replacement item. This helps expedite processing time and confirms availability of the replacement product. If there is a price difference between the original and replacement items, you will be charged or refunded accordingly.

For exchanges due to defects or errors on our part, please contact us directly and we will prioritize the exchange process. We will cover any additional shipping costs associated with exchanges resulting from our error.

8. Damaged or Defective Items

If you receive a product that is damaged during shipping or has manufacturing defects, please contact us within 48 hours of receiving the item. To help us process your claim efficiently, please provide the following:

• Your order number and the name of the damaged or defective item.
• Clear photographs showing the damage or defect, including images of the packaging if external damage is visible.
• A brief description of the issue you encountered.

We will review the documentation and respond within 2 business days with a resolution, which may include a full refund, a replacement item, or a repair, depending on the nature and extent of the damage or defect. For items damaged during shipping, we may file a claim with the shipping carrier on your behalf.

9. Late or Missing Refunds

If you have not received your refund within the expected timeframe, we recommend the following steps:

• Check your bank account or credit card statement again, as some refunds may take additional time to post.
• Contact your bank or credit card company, as there may be processing delays on their end.
• If you have completed these steps and still have not received your refund, please contact us at helpdesk@xaldryonphex.world and we will investigate promptly.

10. Cancellation Policy

If you wish to cancel an order, please contact us as soon as possible after placing it. Orders that have not yet entered the production or packaging phase can typically be cancelled and fully refunded. Once production has begun on a custom or standard order, cancellations may be subject to a restocking or production fee of up to 30% of the order total, depending on the stage of completion.

For pre-order or made-to-order items, cancellation requests must be submitted at least 5 business days before the expected shipping date to be eligible for a full refund. Cancellation requests received after this window may be treated as standard returns under the terms outlined in this policy.

11. Policy Modifications

Xaldryonphex reserves the right to modify, update, or replace this Return Policy at any time. Changes will be effective immediately upon posting the revised policy on this page. The "Last updated" date at the top of this page will be revised to reflect the most recent changes. We encourage you to review this Return Policy periodically to stay informed of any updates.

12. Contact Us

If you have any questions, concerns, or need assistance with a return, exchange, or refund, please do not hesitate to reach out to our team:

Xaldryonphex
151 12th Ave, Seattle, WA 98122, USA
Phone: +1 206-475-4074
Email: helpdesk@xaldryonphex.world