Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@zxylar.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@zxylar.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@zxylar.com.

Returns Policy for Items of a Personal Nature

Company Name: ZXYLAR Limited

Policy Statement

At ZXYLAR Limited, customer satisfaction is our priority. However, due to the personal nature of certain items, we must implement restrictions on returns and exchanges to ensure the safety, hygiene, and integrity of these products.

Scope of Policy

This policy applies to items sold by ZXYLAR Limited that fall into the category of personal use products. These include, but are not limited to:

  • Intimate apparel (e.g., lingerie, undergarments).
  • Erotic products and accessories, including but not limited to vibrators, dildos, and other adult toys.
  • Wellness products such as creams, lotions, and medications.
  • Items with hygiene seals, such as sex toys, medical devices, and other intimate products.

Non-Returnable Items

We regret that we are unable to accept returns or exchanges for the following circumstances:

  1. Unsealed Products: Any item where the hygiene seal has been broken or removed.
  2. Used Products: Products that show signs of use, handling, or wear, including items tested or tried on.
  3. Custom or Personalized Items: Products customized or made to order specifically for the customer.
  4. Perishable Goods: Items with limited shelf life or expiration dates, if opened or partially used.

Exceptions to the Policy

Returns may be considered under the following conditions:

  1. Damaged or Defective Products: If an item is received damaged, defective, or in a condition unfit for its intended purpose, customers may request a replacement or refund. Proof of defect (e.g., photographs) and the original packaging may be required.
  2. Incorrect Items: If the wrong product is shipped, we will accept returns provided the product is unopened, unused, and in its original condition.

Timeline for Complaints or Returns

  • Notification Period: Customers must notify us of any issues, including damage, defects, or incorrect items, within 14 days of receiving the product. Claims made after this period may not be eligible for return or exchange.
  • Return Authorization: Once a return is approved, the item must be shipped back to us within 7 days of receiving the return authorization. Delays in returning the item may result in the request being denied.
  • Final Resolution: We aim to resolve all complaints and process any eligible refunds or replacements within 7-10 business days of receiving the returned product.

Process for Eligible Returns

  1. Contact Customer Support: Customers must notify us within 14 days of receiving the product by contacting our support team at support@zxylar.com.
  2. Provide Proof: Customers should provide order details, proof of purchase, and photographs of original packaging and photographs of the product (if applicable).
  3. Approval Required: Our team will assess the request and provide authorization for returns or exchanges if applicable.
  4. Shipping: Approved returns must be sent back to the provided address using a tracked shipping method. The customer is responsible for return shipping costs unless the item was defective or incorrect.

Refunds

Refunds for eligible returns will be processed within 7-10 business days of receiving the item in our warehouse. Refunds will be issued to the original payment method. Shipping charges are non-refundable except in cases of incorrect or defective products.

Hygiene and Safety Standards

We prioritize the health and safety of all our customers. Products of a personal nature, including lingerie, erotic products, wellness creams, lotions, medications, and items with hygiene seals, are inspected and packaged under strict hygiene protocols to maintain their quality. For this reason, we cannot compromise on the return restrictions outlined in this policy.

Customer Responsibilities

  • Carefully review product descriptions, sizes, and compatibility before purchase.
  • Reach out to our customer service team for assistance or clarification on any product prior to purchase.

Policy Review

This policy is reviewed annually or as necessary to ensure compliance with consumer protection laws and best practices.

Effective Date: 20 January 2025

Contact Us

For questions or concerns regarding this policy, please get in touch with us at: support@zxylar.com.

We appreciate your understanding and cooperation in helping us maintain the highest standards for our products and services.

© 2025 ZXYLAR Limited. All rights reserved.