Return and Refund Policy

At Xylarocetra, we aim to provide a clear, fair, and reliable after-sales experience for customers purchasing furniture through our online store. This Return and Refund Policy explains the conditions for commercial returns, exchanges, refunds, return shipping costs, and our limited warranty commitment for new products.

Our standard commercial return policy is separate from any applicable statutory consumer rights or warranty protections. Nothing in this policy is intended to waive or restrict rights that cannot lawfully be excluded under applicable federal or state law.

1. Commercial Return and Exchange Eligibility Period

I. Return Request Deadline

For eligible purchases, you must notify Xylarocetra of your intention to return or exchange an item within 30 calendar days from the date the item is delivered to the shipping address provided with your order. The delivery date shown in the carrier's tracking records will generally be used to determine the start of this period.

II. Return Shipment Deadline

After receiving written return authorization and instructions from our customer support team, you must dispatch the authorized return within 14 calendar days of the authorization notice, unless we confirm a different deadline in writing or applicable law requires otherwise.

The return shipment deadline does not extend the original 30-calendar-day notification period. You should contact us promptly after discovering an issue and allow sufficient time to receive instructions and arrange transportation, particularly for large furniture.

III. Late Requests and Legal Rights

Requests submitted after the standard 30-calendar-day period, or returns dispatched after the authorized return shipment deadline, may not qualify under our voluntary commercial return policy. We will consider the circumstances and any applicable legal requirements. These deadlines do not eliminate rights or remedies available under applicable warranty, consumer protection, or other laws.

2. Eligible Return and Exchange Reasons

I. Appearance Damage or Defects

You may request a return, exchange, repair, or other appropriate resolution if the item arrives with material scratches, stains, dents, broken components, or other visible damage that was not disclosed before purchase.

II. Product Quality or Functional Problems

Requests may be considered when an item has a manufacturing defect, defective component, structural problem, or other quality issue that materially affects its intended use.

III. Unusual Odor or Significant Color Discrepancy

You may contact us if an item has an unusual or persistent odor that materially affects normal use, or if its color differs significantly from the product description or presentation. Reasonable variations caused by lighting, photography, and screen settings will be considered when assessing a reported color discrepancy.

IV. Incorrect or Mismatched Products

If the item delivered differs materially from the item ordered, including an incorrect model, size, configuration, or product type, contact us so that we can review the discrepancy and arrange an appropriate resolution.

V. Change of Mind or Other Personal Reasons

You may request a return within the standard 30-calendar-day notification period if you no longer wish to keep an item. Such requests are subject to the commercial return conditions, the item's condition, the return shipping arrangements, and the cost allocation described in this policy.

VI. Supporting Information

For damage, quality, odor, color, or fulfillment issues, please provide clear photographs or videos where reasonably available. We may request additional information to assess the issue, but reasonable documentation requirements will not be used to exclude rights that apply under law.

3. Return Procedure

I. Submit a Return Request

Contact our customer support team at team@xylarocetra.com or +1 (330) 773-4182 within the applicable notification period. Include your order number, proof of purchase or order confirmation, the reason for the request, and relevant photographs or videos where appropriate.

II. Receive Written Return Authorization

We will review your request and provide instructions through the contact details associated with your order. The instructions will explain the approved return method, applicable shipping arrangements, and the address or collection procedure to use.

Please do not send furniture to an address that has not been confirmed for your return. For large or bulky items, wait for confirmation of the appropriate carrier, collection method, packaging requirements, and any applicable shipping arrangements before dispatching the item.

III. Prepare and Dispatch the Return

After authorization, dispatch the item within 14 calendar days and retain your shipping receipt, tracking number, or collection confirmation until the matter is resolved. Return the included parts, accessories, and packaging where reasonably available.

A return label is included in each package where the supplied fulfillment arrangement supports this service. If a label is missing, unusable, or unsuitable for a large-item return, contact us before making alternative shipping arrangements. Do not assume that a parcel label can be used for freight or oversized furniture.

IV. Return Address

Our listed business address is:

Xylarocetra

700 Triplett Blvd, Akron, OH 44306, United States

This is our business contact address. The actual return destination, freight terminal, or collection arrangement may differ depending on the item and carrier. Please use the specific return instructions confirmed by our support team.

V. Inspection and Resolution

After receiving the return, we will promptly assess the item's condition and the reason for the request. We will communicate the outcome and any additional steps needed to complete the return, exchange, repair, or refund.

If the item is damaged, defective, or incorrect, we will assess the available remedy under this policy and any applicable warranty or legal requirements. A return inspection does not override rights that apply under law.

4. Exchange Procedure

I. Request an Exchange

Contact team@xylarocetra.com or +1 (330) 773-4182 with your order number, proof of purchase, the reason for the exchange, and supporting photographs or videos where appropriate.

II. Approval and Return Instructions

We will confirm whether the requested exchange can be arranged and provide the applicable return or collection instructions. The original item must be dispatched within 14 calendar days after written return authorization, unless we confirm otherwise in writing or applicable law requires a different arrangement.

III. Replacement Shipment

Once the original item has been received and the exchange has been approved following inspection, we aim to dispatch an available replacement within 1–3 business days. Actual delivery time depends on the shipping method, destination, product availability, and carrier operations.

IV. Unavailable Replacements

If the requested replacement is unavailable, we will contact you to discuss an appropriate alternative, including a different available item or a refund where applicable. We will not treat an unavailable replacement as a reason to deny any remedy required by law.

5. Refund Procedure and Processing Time

I. Refund Eligibility and Approval

For a standard commercial return, a refund is generally arranged after the returned item has been received, inspected, and approved. Where a refund is required because of a covered defect, an incorrect item, a warranty remedy, or applicable law, we will follow the relevant requirements and will not rely on the ordinary inspection process to improperly delay or deny that remedy.

II. Refund Method

Approved refunds will generally be issued to the original payment method used for the purchase. Supported card networks include American Express, Discover, JCB, Mastercard, and Visa.

Where the original payment provider permits, the refund will be submitted to the same card or payment account. If that method is unavailable, we will contact you to discuss a lawful and appropriate alternative. We do not guarantee that a refund can be redirected to a different account.

III. Refund Processing Time

Once a refund is approved, we aim to submit it to the original payment provider within 3 business days. After submission, we estimate that the funds will appear in your account within 1–3 additional business days, although the actual posting time depends on the card issuer, payment provider, and financial institution.

The time required to receive and inspect a return is separate from the refund submission and posting periods. If your refund has not appeared after the estimated posting period, contact us so that we can review the transaction status.

IV. Refund Amount and Shipping Charges

The refund amount will be determined by the applicable return reason, the order details, the shipping charges paid, and any rights or obligations under applicable law.

For eligible returns involving a defect, material damage, or an incorrect item, we will cover reasonable return shipping costs in accordance with the arrangements we provide and refund applicable amounts as required by law.

For a change-of-mind return, the customer is responsible for the applicable return shipping costs. Original outbound shipping charges, if any, will be handled in accordance with the terms disclosed before purchase and applicable law.

V. No Unauthorized Deductions

We will not impose an undisclosed restocking fee or make an arbitrary deduction from a refund. Any deduction permitted by law must have an appropriate basis and be disclosed as required.

6. Return Shipping Costs and Large Furniture Estimates

I. Defective, Damaged, or Incorrect Items

If a return is attributable to a confirmed product defect, material damage upon delivery, a material mismatch with the order, or another issue for which we are responsible, we will arrange or cover reasonable return shipping costs in accordance with our instructions and applicable law. Please contact us before paying for return transportation so that we can confirm the appropriate method.

II. Change-of-Mind Returns

For returns requested solely because of a change of mind or personal preference, the customer is responsible for the applicable return transportation costs, subject to any rights that cannot lawfully be excluded.

III. Large and Bulky Furniture: Estimated Cost Before Purchase

For large furniture items that require freight service, special handling, or oversized-item transportation, the estimated return shipping cost is generally approximately $70–$90 per item or shipment, depending on the product and transportation arrangement.

This is an estimate, not a guaranteed price or a universal flat fee. Actual charges may be higher or lower depending on the item's dimensions, weight, packaging, pickup location, destination, carrier, and any required freight or special handling service. Multiple-item returns may incur different charges.

Where a return shipping estimate is applicable, we will make the estimate available on the relevant product page or otherwise clearly disclose it before the customer completes the purchase. If an exact estimate cannot reasonably be determined before purchase, we will explain the basis of the estimate and the factors that may change the final cost. Customers may contact us before ordering for product-specific information.

IV. Return Labels and Freight Collection

A standard parcel return label may not cover bulky furniture or freight transportation. If the supplied label cannot be used, we will provide further instructions. Customers should not arrange expensive freight transportation independently without first confirming the return method and responsibility for the cost.

V. Lost or Delayed Return Shipments

Please retain the tracking details or freight collection receipt. If a return shipment is delayed, damaged in transit, or cannot be located, contact us with the available shipment information so that we can review the issue and coordinate with the relevant carrier where appropriate.

7. Two-Year Limited Commercial Warranty for New Products

I. Warranty Period and Coverage

For new products sold by Xylarocetra, we provide a two-year limited commercial warranty against defects in materials and workmanship, beginning on the date the product is delivered to the customer.

This is a written commercial warranty commitment, not a representation that United States federal law establishes a universal two-year statutory conformity guarantee for all furniture. The warranty applies in addition to any consumer rights that cannot lawfully be excluded or limited.

The warranty covers defects in materials, manufacturing, and workmanship that arise during the warranty period under normal household use and in accordance with the product's care and assembly instructions.

II. Free Repair or Replacement

If a covered defect is confirmed during the warranty period, we will provide repair or replacement of the affected product or component without charge for the covered remedy, including reasonable parts, labor, and necessary transportation costs associated with the approved warranty remedy.

We will determine the appropriate initial remedy based on the nature of the defect, repair feasibility, product availability, and applicable law. We will explain the proposed remedy and any necessary arrangements before proceeding.

III. Further Remedies if the Defect Is Not Resolved

If a covered defect cannot be repaired or the product cannot be replaced within a reasonable time, or if an attempted remedy fails, we will consider an appropriate further remedy, which may include a refund or price reduction where available under applicable law or the terms of the warranty.

Any applicable statutory rights, including rights arising from breach of warranty or other consumer protection laws, remain unaffected. The availability and sequence of remedies may depend on the applicable law and the circumstances of the claim.

IV. How to Make a Warranty Claim

Contact team@xylarocetra.com with your order number, proof of purchase, a description of the defect, and photographs or videos where reasonably available. We may request reasonable information needed to assess the claim.

We will review the claim and provide instructions for inspection, repair, replacement, or another appropriate remedy. Please retain the product and relevant components until we have advised you how to proceed.

V. Warranty Exclusions

To the extent permitted by applicable law, this limited commercial warranty does not cover damage caused solely by misuse, neglect, unauthorized modification, improper assembly contrary to supplied instructions, accidents, normal wear and tear, or failure to follow applicable care instructions.

The warranty does not exclude a claim merely because a product has been used normally, because a defect is discovered after delivery, or because a consumer exercises a right protected by applicable law. No exclusion applies where it would unlawfully restrict a consumer's rights.

VI. Relationship to Other Warranties and Legal Rights

This warranty does not replace any manufacturer's warranty that separately applies to a product. Where a separate manufacturer warranty is provided, its terms will be made available as applicable.

Any disclaimer or limitation of implied warranties, liability, or remedies must comply with applicable law, including relevant requirements of the Magnuson-Moss Warranty Act where applicable. Nothing in this policy should be interpreted as eliminating an implied warranty or other protection where such exclusion or limitation is prohibited.

VII. Warranty Information Before Purchase

The applicable written warranty terms should be available for review before purchase. Product-specific warranty coverage, exclusions, and claim instructions should be reviewed alongside the product description and any separate warranty document supplied with the product.

8. Customer Responsibilities and Return Conditions

I. Accurate Information

Please provide the correct order number, contact details, and an accurate description of the issue. Incomplete information may delay review, and we may contact you for reasonable clarification.

II. Product Condition and Accessories

Where reasonably possible, return the product with its included parts, accessories, manuals, and original packaging. We will assess the condition in light of the stated reason for return, the nature of any reported defect, and reasonable handling necessary to identify the problem.

Original packaging will not be treated as an absolute requirement where its absence should not lawfully prevent a valid return, warranty claim, or other legal remedy.

III. Safe Packaging and Collection

For furniture returns, please follow the packaging and collection instructions provided by our support team. Large items may require disassembly, protective materials, or a scheduled freight collection. Contact us if the item cannot reasonably be repacked or moved safely.

IV. Return Review and Communication

We will communicate our findings if the returned item does not appear to match the reported issue or if further information is needed. Any decision will be based on the available evidence, the applicable policy terms, and relevant legal obligations.

V. Statutory Rights

This policy describes our standard commercial procedures and limited warranty commitment. It does not restrict rights or remedies that cannot lawfully be waived, including applicable rights relating to defective products, misrepresentation, or breach of warranty.

9. Contact Us

For questions about returns, exchanges, refunds, shipping costs, or warranty claims, contact our customer support team.

Customer Support

Xylarocetra

Address: 700 Triplett Blvd, Akron, OH 44306, United States

Telephone: +1 (330) 773-4182

Email: team@xylarocetra.com

Opening hours: Monday to Friday, 9:00 AM to 6:00 PM (ET)

Please include your order number in your inquiry so that we can identify your purchase and assist you efficiently.

10. Related Policies

Please review the following separate pages on our website for additional information about your purchase and the terms that apply to our services:

I. Shipping Policy explains delivery coverage, shipping fees, processing times, estimated delivery times, and shipment tracking.

II. Cancellation Policy explains how to request cancellation of an order and the conditions that apply before dispatch.

III. Terms and Conditions describes the general terms governing purchases through our online store.

IV. Privacy Policy explains how personal information is collected, used, disclosed, and protected.

V. Cookie Policy explains the use of cookies and similar technologies on our website.

VI. Payment Policy provides additional information about accepted payment methods and payment processing.

VII. Legal Notice provides additional business and legal information about our store.

VIII. About Us introduces Xylarocetra and our business.

IX. Contact Us provides our customer support contact information.

Thank you for choosing Xylarocetra. We appreciate your trust and are committed to handling eligible returns, refunds, exchanges, and warranty claims clearly, fairly, and in accordance with applicable requirements.