Our Commitment to Quality

At Xyrlonay, we want every piece of drinkware you receive to reflect the quality, appearance, and product information presented in our store.

Our collection includes creative ceramic drinkware from the Playful Character Collection, Cozy Kitty Collection, and Botanical Tea Collection. Products are selected and inspected before shipment, with particular attention given to ceramic construction, sculptural details, decorative finishes, and included components.

If an item arrives damaged or defective, or develops an eligible manufacturing problem during the applicable warranty period, our customer service team will review the issue and work with you toward an appropriate resolution.

90-Day Limited Warranty

Most eligible products purchased through our store include a 90-day limited warranty, beginning on the date the order is delivered.

This warranty applies to qualifying manufacturing defects or functional problems that arise during normal and intended use.

Depending on the product, availability, and circumstances of the claim, an approved resolution may include:

• A replacement product
• A replacement component, where available
• Store credit
• A refund, where appropriate

The resolution offered will depend on the nature of the problem and the specific circumstances of the warranty claim.

What the Warranty May Cover

Manufacturing Defects

Eligible defects in materials, construction, or workmanship that interfere with the product's normal intended use.

Handles, Lids, Saucers, and Included Components

For eligible mugs, teacups, cup-and-saucer sets, and other drinkware, the warranty may cover unexpected manufacturing problems involving ceramic handles, lids, saucers, straws, or other included components during normal intended use.

Structural Problems

Qualifying issues affecting the construction or integrity of the product that were not caused by accidental impact, misuse, excessive force, unsuitable use, or improper handling.

Damage on Arrival

Products that arrive broken, cracked, chipped, damaged, or otherwise unusable because of shipping or handling may also qualify for review.

What the Warranty Does Not Cover

Our limited warranty does not apply to problems resulting from:

• Accidental drops, impacts, chips, cracks, or breakage
• Improper handling or use
• Use outside the product's intended purpose
• Sudden or unsuitable temperature changes
• Exposure to excessive heat, harsh chemicals, or unsuitable environments
• Normal wear resulting from regular use
• Cosmetic changes that develop through ordinary use
• Unauthorised repairs, alterations, or modifications
• Damage caused by inappropriate cleaning or maintenance
• Loss or theft
• Damage occurring after the applicable warranty period

Minor differences in colour, ceramic glaze, texture, shape, painted details, sculptural elements, floral decoration, character features, or other decorative finishes are generally not considered defects when they do not interfere with normal product use.

These slight variations can occur as part of normal ceramic manufacturing and finishing.

Damaged or Defective Products

If your order is delivered damaged, defective, or missing an included component, please contact us as soon as reasonably possible after receiving it.

To help our team evaluate your request efficiently, please provide:

• Your order number
• Your full name and email address
• A brief explanation of the problem
• Clear photographs or a short video showing the issue
• Photographs of the packaging if transportation damage is involved

Please retain both the product and its original packaging until our customer service team has completed its review.

How to Submit a Warranty Claim

To request warranty assistance, contact our customer service team using the contact details provided on our website.

Please include your order number together with relevant photographs or videos showing the issue.

We normally aim to review and respond to warranty enquiries within 24–48 hours.

If additional information is needed to evaluate your claim, our team may contact you for further details.

Replacement Products

When a replacement is approved, we will make reasonable efforts to replace the affected item with the same product.

If the original design is no longer available, we may offer:

• A comparable replacement
• Store credit
• Another appropriate resolution

Replacement options remain subject to available inventory.

Refunds

Approval of a warranty claim does not automatically mean that a cash refund will be issued.

Refund eligibility will depend on the nature of the issue and the requirements of our applicable Return and Refund Policy.

Where a refund is approved, it will generally be returned to the original payment method.

The time required for the funds to appear may vary depending on your bank or payment service provider.

Returns and Warranty Coverage

Returns and warranty claims serve different purposes.

Our Return Policy applies when you want to return an eligible purchase within the applicable return period.

Our 90-Day Limited Warranty applies to eligible manufacturing defects and qualifying product-related problems occurring during the warranty period.

Please refer to our Return Policy for complete information about return eligibility, procedures, and refunds.

Shipping Damage

If your parcel appears damaged when it arrives, we recommend photographing the package before opening it.

If the ceramic product inside has also been damaged, please contact our customer service team and provide photographs showing:

• The outer shipping package
• The shipping label
• The damaged mug, cup, teacup, saucer, or other product
• Any damaged internal protective packaging

Providing this information can help us evaluate shipping-related claims more efficiently.

Product Care

Proper handling and care can help maintain your Xyrlonay drinkware.

We recommend that you:

• Follow all product-specific care instructions
• Use each product only for its intended purpose
• Handle ceramic mugs, cups, handles, lids, saucers, and decorative details carefully
• Avoid dropping, striking, or placing excessive pressure on ceramic components
• Avoid sudden or extreme temperature changes unless specifically permitted for the product
• Use appropriate cleaning materials and methods
• Avoid abrasive cleaners and harsh chemicals unless specifically permitted
• Store ceramic products securely when not in use
• Follow any individual guidance regarding dishwasher or microwave suitability

Products from the Playful Character Collection, Cozy Kitty Collection, and Botanical Tea Collection may feature raised characters, sculptural handles, floral elements, animal-inspired decorations, or other delicate artistic details. These areas should be handled with particular care.

Improper use, cleaning, storage, or maintenance may affect warranty eligibility.

Consumer Rights

This limited warranty is provided in addition to any statutory rights available to you under applicable consumer protection laws.

Nothing in this policy is intended to exclude, limit, or restrict consumer rights that cannot legally be excluded, limited, or restricted.

Contact Us

If you have questions about a Xyrlonay product, warranty eligibility, or an existing warranty claim, please contact our customer service team:

Customer Support Email:
service@xyrlonay.com

We aim to respond to customer enquiries within 24–48 hours.