Refund policy
Last updated: October 30, 2026
At XYLO, we want every customer to shop with confidence. We take pride in providing quality products and a reliable shopping experience.
14-Day Return Policy
We accept eligible return requests within 14 calendar days after your order has been delivered.
To qualify for a change-of-mind return, your item must:
-
Be unused and unopened.
-
Have its original packaging, seals, and labels intact.
-
Be in the same condition in which it was received.
-
Include proof of purchase or an order number.
To request a return, please contact us through the contact information provided on our website.
Please do not send any items back without first receiving return instructions from XYLO.
Fragrances and Personal Care Products
For hygiene, product integrity, and safety reasons, opened or used fragrances are not eligible for change-of-mind returns.
This restriction does not affect your rights regarding damaged, defective, incorrect, or otherwise nonconforming products.
Damaged, Defective, or Incorrect Orders
Please inspect your order upon delivery. If your product arrives damaged, defective, or incorrect, contact us as soon as possible with your order number, a description of the issue, and photographs when available.
We will review the issue and provide an appropriate resolution, which may include a replacement, refund, or another remedy as required by applicable law.
Return Shipping
For approved change-of-mind returns, customers are responsible for return shipping costs unless otherwise stated.
If an item arrives damaged, defective, or incorrect due to an error on our part, XYLO will arrange an appropriate resolution at no additional cost to the customer.
Fragrances may be subject to hazardous-material shipping restrictions. Customers must follow the return instructions we provide and must not ship fragrances using an unauthorized service.
Refunds
Once an eligible returned item is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Please allow up to 10 business days for processing after approval, plus any additional time required by your financial institution.
Exchanges
We do not currently offer direct exchanges for change-of-mind purchases. Customers may request a return of an eligible item and place a new order.
Order Cancellations
Cancellation requests must be submitted before an order has been processed for shipment. We will do our best to accommodate requests, but cancellation cannot be guaranteed once fulfillment has begun.
Contact Us
For questions about returns, refunds, or cancellations, please contact XYLO through the contact information listed on our website.
support@shopxylo.com
Nothing in this policy limits any rights or remedies provided by applicable law.