Return and Refund Policy
At Xelyra LLC, we want you to be completely satisfied with your purchase. If for any reason you’re not happy, we’ve made our return process simple and transparent.
1. Our Return Window You have 30 days from the date your order was delivered to initiate a return for a refund.
2. Eligibility for Returns To be eligible for a return, your item must be:
- In the same condition that you received it: unused, unworn, and undamaged.
- In its original packaging, with all tags and labels attached.
- Accompanied by the original proof of purchase (order number, receipt).
Please note that for hygiene reasons, we cannot accept returns on items that have been used or opened.
3. How to Start a Return To initiate a return, please contact our customer service team:
- Email: support@xelyra.com
- Phone: +1 (281) 480-5691
When contacting us, please provide your order number and the reason for your return. Our customer service hours are Monday-Friday 9AM-5PM EST.
4. Return Shipping Once your return request is approved, we will provide you with a prepaid return shipping label and instructions on how and where to send your package. You do not need to pay for return shipping. Items sent back to us without first requesting a return will not be accepted.
5. Restocking Fee We do not charge a restocking fee for eligible returns.
6. Refunds Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
- If your return does not meet our eligibility criteria, we reserve the right to deny the refund.
7. Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
8. Damaged or Incorrect Items Please inspect your order upon reception and contact us immediately (within 3 business days of delivery) if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right by offering a replacement or a full refund, along with covering any associated return shipping costs.
9. Order Cancellation You may request an order cancellation at no charge as long as your order has not yet been processed for shipping. Once an order has begun processing, it cannot be canceled. Please contact us as soon as possible if you wish to cancel an order.
10. Payment Information Xelyra LLC accepts the following payment methods:
- Credit/Debit Cards (Visa, Mastercard, Amex) All transactions are processed securely.
11. Shipping Information (for context, related to returns)
- Order Processing: Orders are typically processed within 1-2 business days.
- Shipping Area: We currently only ship within the United States. We do not offer international shipping.
- Shipping Rates & Times: We offer free standard shipping on all orders to addresses within the United States. Standard shipping typically takes 3-7 business days.
12. Contact Information If you have any questions about our Return and Refund Policy, please contact us:
- Company: Xelyra LLC
- Website: https://xelyra.com
- Email: support@xelyra.com
- Phone: +1 (281) 480-5691
- Address: 205 W Service Rd Champlain, New York, NY 12919, US
- Customer Service Hours: Monday-Friday 9AM-5PM EST
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