Refund and Returns Policy

Effective Date: December 12, 2024

At Xylus Luxury Watches, we strive to provide our customers with high-quality products and an exceptional shopping experience. If, for any reason, you are not completely satisfied with your purchase, this Refund and Returns Policy outlines the steps you can take to return your item or request a refund.

1. Return Eligibility

To be eligible for a return or exchange, the following conditions must be met:

  • Timeframe: Returns must be requested within 30 days from the date of delivery. Items returned after this period may not be accepted.
  • Condition: The item must be unused, unworn, and in the same condition as it was when delivered. The watch must be in its original packaging, with all tags and documentation.
  • Non-returnable Items: Certain items are non-returnable, including:
    • Watches that have been personalized, resized, or altered.
    • Watches that are damaged due to misuse or improper care.
    • Any special order items or limited-edition collections.

2. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact Us: Send an email to our customer service team at returns@xyluswatches.com with your order number, the item(s) you wish to return, and the reason for the return.
  2. Return Authorization: After receiving your return request, we will send you a return authorization and detailed instructions on how to proceed.
  3. Shipping: You are responsible for the return shipping costs, unless the return is due to an error on our part (e.g., defective or incorrect item). We recommend using a trackable shipping service and insuring the return shipment to ensure it is received in good condition.

3. Refund Process

Once we receive and inspect your return, we will notify you via email regarding the approval or rejection of your refund. If your return is approved:

  • Refund Method: Refunds will be issued to the original payment method. Please allow 7-10 business days for the refund to be processed and reflected in your account.
  • Partial Refunds: In some cases, partial refunds may be issued if the item is not returned in its original condition, is damaged, or if any parts are missing.

4. Exchanges

We do not offer direct exchanges for items. If you wish to exchange an item, you will need to initiate a return and place a new order for the desired item.

5. Damaged or Defective Items

If your Xylus watch is damaged or defective upon arrival, please contact us immediately. We will arrange for a return or exchange at no cost to you. Please provide photos of the damage or defect, along with your order number, to expedite the process.

6. Warranty

All Xylus watches come with a 2-year warranty covering manufacturing defects under normal use. The warranty does not cover damage caused by misuse, accidents, or unauthorized repairs. If your watch experiences any defects within the warranty period, please contact us for a repair or replacement.

7. Customer Service

If you have any questions about our return and refund process or if you need assistance with a return or exchange, please feel free to contact our customer service team:

Xylus Luxury Watches
Email: returns@xyluswatches.site
Phone: (555) 234-5678
Website: https://xylus.site/