Return Policy
Return & Refund Policy
At Xyrlonay, we want the return process to be clear, practical, and easy to understand.
This Return & Refund Policy applies to eligible purchases made through xyrlonay.com.
1. 30-Day Return Window
Customers may request a return within 30 days of confirmed delivery of an eligible order.
Before sending any product back, please contact our customer support team at:
Our team will review your request, determine whether the product meets the applicable return requirements, and provide the correct return instructions and return address.
Please do not return products before receiving instructions from us.
Returns sent without prior authorisation or to an address that has not been approved may be delayed or may not be processed.
2. Return Eligibility
Unless an item was delivered damaged, defective, incorrect, incomplete, or otherwise qualifies for a remedy under applicable law, products returned for preference-based reasons should generally be:
• Unused or in like-new condition
• Free from customer-caused damage
• Unaltered or unmodified
• Returned with all components originally supplied
• Returned with included accessories
• Returned with lids, straws, saucers, or detachable decorative components where originally included
• Returned with product inserts or instructions where provided
• Returned in the original protective packaging where reasonably possible
We may require proof of purchase, such as your order number or order confirmation.
Because Xyrlonay products include ceramic mugs, teacups, cup-and-saucer sets, sculptural handles, raised decorations, and other potentially fragile components, returned products should be packed carefully to minimise the risk of damage during transportation.
Returned items may be inspected before a refund is approved.
3. Opened or Used Products
Opening a product does not automatically make it ineligible for return.
However, where permitted by applicable law, preference-based returns involving opened or used products may require additional inspection.
Returned products should generally be free from:
• Excessive use
• Misuse
• Customer-caused chips, cracks, scratches, stains, or breakage
• Unauthorised repairs
• Alterations or modifications
• Missing accessories or components
• Damage caused by unsuitable cleaning, storage, handling, or use
Where customer handling beyond what was reasonably necessary to inspect or evaluate a product causes a material reduction in its value, an appropriate deduction may be applied where permitted by law.
4. Non-Returnable Items
Where permitted by applicable law, certain products may not qualify for preference-based returns, including:
• Personalised or customised products
• Gift cards
• Products clearly identified as final sale
• Products damaged through misuse or improper handling
• Products altered or repaired without authorisation
• Products missing significant components because of customer handling
• Other products clearly identified as non-returnable before purchase
Any product-specific return exclusion will be disclosed on the applicable product page or communicated before the return is approved.
Nothing in this section limits statutory consumer protections that cannot legally be excluded.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your Xyrlonay order promptly after delivery.
This is particularly important for fragile products such as:
• Ceramic mugs and coffee cups
• Teacups
• Cup-and-saucer sets
• Sculptural ceramic designs
• Decorative or raised handles
• Lids and straws
• Floral, botanical, or character-inspired decorations
• Other delicate ceramic components
If your order arrives:
• Broken
• Chipped or cracked
• Scratched
• Damaged
• Defective
• Incorrect
• Missing accessories
• Missing components
• Incomplete
please contact us as soon as reasonably possible.
To assist with our review, we may request:
• Your order number
• Product name
• Clear photographs of the product
• Photographs of the internal protective packaging
• Photographs of the outer shipping package
• A photograph of the shipping label where available
• A short video showing the problem where relevant
For ceramic drinkware, photographs or video may be particularly helpful when the issue involves:
• A cracked or damaged handle
• A chipped rim or ceramic surface
• A broken decorative element
• A lid that does not fit as intended
• A damaged saucer
• A detached sculptural or decorative component
After reviewing the information, we will provide the appropriate next steps according to the circumstances, our applicable policies, and relevant consumer law.
6. Basic Product Checks Before Return
For certain product-related concerns, our customer support team may first suggest reasonable checks to help identify the issue.
Depending on the product, these may include:
• Checking whether a lid or accessory is positioned correctly
• Confirming that detachable components are fitted properly
• Inspecting the cup, handle, saucer, or decorative elements for visible damage
• Reviewing applicable product information
• Reviewing cleaning and care instructions
• Confirming whether the reported issue relates to a normal ceramic or decorative variation
We may request photographs or additional information to better understand the condition of the product.
You are not required to continue using any item that appears cracked, broken, damaged, or otherwise unsuitable for continued use.
7. Return Shipping Costs
For preference-based returns, including:
• Change of mind
• Incorrect colour, style, design, or product selected by the customer
• No longer wanting the product
• Product not matching personal preferences
• Other reasons not resulting from an error on our part
customers are generally responsible for return shipping costs where permitted by applicable law.
If Xyrlonay confirms that an item was:
• Damaged during delivery
• Defective
• Incorrectly supplied
• Incomplete
• Otherwise eligible for seller-paid return costs under applicable law
we will provide the appropriate return or resolution instructions.
Please do not independently purchase expensive international return shipping before receiving instructions from our customer support team.
8. Original Shipping Charges
Original shipping charges are generally non-refundable for preference-based returns unless:
• Xyrlonay expressly states otherwise
• The return results from an error on our part
• The product was damaged, defective, or incorrectly supplied
• Reimbursement is required by applicable law
9. Return Address
The appropriate return destination may vary depending on:
• Product type
• Fulfilment location
• Customer destination
• Warehouse location
• Logistics arrangements
• Reason for return
For this reason, products should not be returned to our registered corporate address unless our customer support team specifically instructs you to do so.
The applicable return address will be provided after your request has been reviewed and approved.
10. Return Packaging
Xyrlonay products may include fragile ceramic construction, sculptural handles, lids, saucers, straws, raised decorations, or other delicate components.
Please package returned items carefully to reduce the possibility of damage while they are being transported.
Where reasonably possible, include:
• The primary product
• Lids or straws originally included
• Matching saucers
• Detachable decorative components
• Other included accessories
• Product inserts or instructions
• Original protective materials
• Original product packaging
• Other components supplied with the order
Fragile ceramic products should be securely protected against unnecessary movement, impact, chipping, cracking, or breakage inside the return package.
Customers are responsible for adequately packaging preference-based returns for transportation.
11. Missing Accessories or Components
Where permitted by applicable law, the amount refunded may be reduced if a returned product is missing components originally included with the order.
Examples may include:
• Lids
• Straws
• Saucers
• Detachable decorative components
• Included accessories
• Product inserts
• Protective packaging
• Other components supplied with the product
Any deduction will depend on the individual circumstances and applicable law.
12. Return Inspection
After a returned item reaches the applicable return location, we may inspect it to verify:
• Product identity
• Return eligibility
• Overall condition
• Reason for return
• Included accessories
• Included components
• Condition of ceramic surfaces, handles, lids, saucers, and decorative elements
Approval of a return request does not necessarily mean that a refund has already been approved before the returned product is received and inspected.
13. Refunds
Once an eligible return has been received, inspected, and approved, the refund will generally be issued to the original payment method.
After Xyrlonay processes the refund, additional time may be required by your bank, card issuer, or payment provider before the funds become visible in your account.
These processing periods vary and are controlled by the applicable financial institution or payment provider.
14. Refund Deductions
Where applicable law permits, an appropriate deduction may be made when a returned product has experienced a material loss in value because of:
• Missing accessories
• Missing components
• Excessive use
• Customer-caused chips, cracks, scratches, stains, or breakage
• Unauthorised modifications
• Unauthorised repairs
• Improper cleaning
• Improper handling
• Damage occurring after delivery
Any deduction will be determined according to the circumstances of the individual return.
15. Exchanges
Exchange availability depends on current inventory.
Xyrlonay products may be offered in different:
• Colours
• Shapes
• Sizes or capacities
• Decorative finishes
• Designs
• Product variations
For this reason, a customer's preferred replacement may not always remain available.
Where a direct exchange cannot be arranged, the most practical option may be to:
- Request a return for the eligible original product.
- Complete the approved return procedure.
- Place a new order for the preferred product.
Please contact customer support before returning an item for exchange.
16. Order Cancellations
If you would like to cancel an order, contact us as soon as possible after placing it.
Email: service@xyrlonay.com
We will make reasonable efforts to assist before fulfilment begins.
However, cancellation cannot be guaranteed after an order enters:
• Processing
• Picking or packing
• Protective packaging
• Fulfilment
• Shipping preparation
• Dispatch
If your order has already been shipped, you may need to follow the applicable return process after receiving it.
17. Refunds for Cancelled Orders
If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.
Your financial institution or payment provider may require additional processing time before the refund appears.
18. Refused or Unclaimed Deliveries
Refusing delivery does not automatically make an order eligible for a full refund.
If a parcel is refused, remains unclaimed, or is returned to the sender, please contact us so we can review relevant circumstances including:
• Shipment status
• Carrier charges
• Product condition
• Condition of fragile ceramic items
• Return eligibility
• Other relevant circumstances
Where permitted by law, reasonable shipping or return expenses resulting from refusal or failure to accept an otherwise valid delivery may be deducted from a preference-based refund.
19. International Returns
International returns can involve additional:
• Shipping expenses
• Customs procedures
• Carrier requirements
• Documentation
• Transit time
Fragile ceramic mugs, teacups, saucers, and sculptural drinkware may also require additional protective packaging for international return transportation.
Please contact our customer support team before sending an international return.
Except where responsibility cannot legally be excluded, we are not responsible for unnecessary shipping expenses or customs charges incurred because a return was sent without following the instructions provided.
20. Consumer Rights
This Return & Refund Policy is intended to supplement, rather than replace, rights provided under applicable consumer protection laws.
Depending on your country, state, province, or region, statutory rights may apply to matters including:
• Defective products
• Product conformity
• Damaged products
• Repairs
• Replacements
• Returns
• Refunds
• Cancellation or withdrawal rights
Nothing in this policy is intended to waive, exclude, or restrict consumer rights that cannot legally be waived, excluded, or restricted.
Where mandatory consumer protection legislation gives you greater rights than this policy, those statutory protections will continue to apply.
21. Contact Us
For questions concerning a return, refund, exchange, damaged or defective product, or order cancellation, please contact us:
Brand: Xyrlonay
Website: xyrlonay.com
Legal Entity:
Chongqing Xingjiayao Technology Co., Ltd.
Registered Address:
No. 29, Lane 1, Jialan Road, Kangmei Street, Liangjiang New Area, Chongqing
Unified Social Credit Code:
91500000MAE9850081
Customer Support Email:
service@xyrlonay.com
For questions concerning an existing order, please include your order number and the email address used during checkout.
For damaged mugs, teacups, saucers, sculptural ceramic products, or other fragile items, please also provide clear photographs of both the product and its packaging.
Please never send complete credit-card numbers, CVV/security codes, or account passwords by email.
xyrlonay.com is operated by Chongqing Xingjiayao Technology Co., Ltd.