Refund policy

Due to the collectible, personal care, and limited batch nature of Xyrena’s products, we have implemented a policy of no cancellations, returns, or refunds due to buyer’s remorse or dissatisfaction with a product. Since we are unable to restock or resell used goods, this policy allows us to prioritize our efforts on continuously bringing our customers unique and exceptional products.

Xyrena Shipping Protection: At checkout you can add optional Xyrena Shipping Protection for 2% of your order subtotal. If a protected order is lost in transit, stolen after delivery, or arrives damaged, Xyrena will send a replacement at no charge — or refund the affected items if a replacement isn't possible. Xyrena Shipping Protection is a service provided by Xyrena, not an insurance policy, and no insurer is involved. You can remove it from your cart at any time before you pay; once an order ships, the fee is not refundable. Claims are filed at xyrena.com/claims and must be filed within the window shown there for your order: lost packages after the carrier's late-delivery period and within 30 days of shipment (45 days for international orders); stolen packages 7 to 30 days after the delivery scan; damage within 7 days of delivery, with photos. One stolen-package claim can be filed per customer or delivery address in any 12-month period, and a police report is required for stolen-package claims on orders of $150 or more. We are unable to replace or refund lost, stolen, or damaged goods on orders placed without Xyrena Shipping Protection.

Cancellations/Changes: Once an order is placed we are unable to accommodate cancellations or modifications.

Production Time: We strive to fulfill orders within 5 business days. However, please bear in mind that the production time for your order may vary. Depending on the availability of raw materials and the demand for the product, it can take as little as 24 hours or as long as 6 weeks to fulfill your order.