1. ORDER CONFIRMATION
Orders are considered confirmed once payment is successfully processed.
Xylaras will calculate and share the final order value after removing any products that fail quality checks or are unavailable.
If any products become unavailable, Xylaras will issue a refund within 18-25 working days from the date of order delivery.
2. PRICING & ADDITIONAL CHARGES
The Xylaras team can share the exact price quotation for product and delivery (Air, Sea, Road) charges.
All other charges, i.e. custom duty and taxes, are determined by the destination country’s local tax authorities and therefore need to be paid by the customers at the time of delivery.
3. CANCELLATION POLICY
- Cancellation is allowed within 24 hours of confirmation of order; in such case, the amount can be refunded.
- Post 24 hours and up to dispatch, the order cannot be canceled as products are already in production and dispatch stage by suppliers.
- The final balance payment needs to be done within 30 days of request of the balance amount. In case it is not paid, the order will be considered canceled and the advance amount cannot be refunded.
4. REFUNDS
4.1 Situations Eligible for Refund
Customers can claim for refund of amount paid towards their order in the following situations:
| Category | Issues Covered |
|---|---|
| Quantity | Quantity shortage, quantity issues |
| Product Authenticity | Counterfeit goods |
| Material | Materials not as described |
| Color | Color not as described |
| Condition | Used items |
| Brand | Brand problem or imitation not as described |
| Completeness | Missing item, missing parts |
| Quality | Damaged goods |
| Fit & Style | Size mismatch, style mismatch |
| Delivery | Undelivered items, seized by Customs |
| Packaging | Package was empty |
4.2 How to Claim for a Refund
Customers need to send an email to [email protected], mentioning the reason for the refund claim along with the evidence in the form of pictures and videos of the problem.
4.3 How to Know the Status of Refund
All approved refunds will be credited to your account within 30 days of refund approval.
You will receive communication regarding the same on your email account through our official email: [email protected].
4.4 Important Notes
Please note, no refunds will be processed in the case of minor color differences in the products listed vs products delivered. The colors of the actual products can be different from the listing images, due to differences in light conditions.
5. RETURNS
5.1 Eligibility for Returns
Items you bought on Xylaras.com are eligible for returns if you are not satisfied with them, with just a few exceptions:
- Clothing items that have been worn, washed, or damaged after delivery.
5.2 Situations Eligible for Return
Customers can claim for return of products purchased in their order in the following situations:
- Missing item
- Missing parts
- Damaged goods
- Style mismatch
5.3 How to Claim for a Return
You can claim for the refund by writing to us at [email protected].
5.4 Return Shipping Cost
The return shipping cost has to be borne by the customer.
5.5 Return Window
If an item is eligible for return and refund, you may return it within the return window of 15 days from the day of order delivery to your address.
6. RESPONSE TIME & REFUND DEADLINE
- Xylaras team responds to every dispute query within 48 working hours.
- The refund needs to be claimed within 15 days of order delivery. We do not accept any refund claims beyond 15 days of order delivery.