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.

Delivery Terms & Xyrena Shipping Protection: Orders ship at the buyer's risk once we hand them to the carrier, and we do not replace or refund orders that the carrier loses or damages, unless you add optional Xyrena Shipping Protection in your cart. Protection is available for orders delivered within the United States, costs 2% of your order subtotal (shown before you pay), is only added if you choose it, and can be removed at any time before you pay. With Protection, getting your order to your shipping address in good condition is Xyrena's responsibility: if it is lost or damaged on the way, we reship the affected items at no charge, or, if we cannot reship them, cancel that part of your order and return what you paid for it. Protection ends when the carrier delivers to your shipping address and does not apply to packages taken after delivery; if tracking says delivered and nothing reached your address, we check the carrier's delivery record and reship if it shows the package went somewhere else. Claims are made at xyrena.com/claims within the window shown there for your order: lost orders after the carrier's late-delivery period and within 30 days of shipment; orders marked delivered but not received between 7 and 30 days after the delivery scan; damage within 7 days of delivery, with photos. The Protection fee is not returned once an order ships. Full terms are in our Terms of Service. Nothing here limits consumer rights that cannot be waived under the law where you live.

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

Production Time: Production takes 5–10 business days on average. That is an estimate, not a guarantee, and 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.