Return & Refund Policy
This Return and Refund Policy applies to all purchases of Glozaa home decor items ordered through our website.
Company: XYRPHOS LIMITED
Address: 4 Massey House, 85 Hartfield Road London, United Kingdom, SW19 3ES
Contact Email: support@xyrphos.com
1. Return Scenarios
1.1 When you receive the wrong product
If you are sent an incorrect item compared to your order, please email us within 14 days of delivery with your order number and photos of the received goods. We will cover the return shipping cost for the wrong item and arrange a correct re-delivery or full refund after we receive the returned goods.
1.2 When you change your mind (cooling-off withdrawal)
If you simply change your mind about your purchase, you may exercise your 14-day cooling-off right starting from the day you receive the goods. Notify us by email within the 14-day window. You must return the item unused, intact and in its original packaging. For change-of-mind returns, you are responsible for the return delivery fee.
2. Refund Scenarios
2.1 Lost parcel during transit
If the tracking record confirms your parcel is lost in transit, contact our customer support to start an investigation. Once the courier confirms loss, we will offer either a full refund or re-shipment of your order.
2.2 Damaged product upon arrival
If items arrive broken or damaged, please contact us within 48 hours after delivery. Provide your order number, photos of outer packaging and damaged products. After verification, we will arrange replacement or full refund, and we bear the return postage for damaged goods caused during delivery.
3. Exchange Information
You may request an exchange for the same product in a different colour or variant, subject to stock availability. Send an email to support@xyrphos.com with your order number and state the new variant you want. If approved, you need to return the original item in good condition. For fault-free exchange requests due to customer preference, you are responsible for return and re-delivery shipping fees. We will ship the new item after receiving and inspecting your returned product.
4. Return Conditions
To qualify for return, the goods must:
- Be unused, unmarked and undamaged.
- Be returned with all original packaging, tags and accessories intact.
- Be notified to us within the required time window.
- Not fall into the non-returnable category listed below. We reserve the right to reduce the refund amount if the returned product has suffered value reduction caused by customer handling.
5. Non-Returnable Items
The following products cannot be returned or exchanged:
- Custom-made, personalised or bespoke home decor items made according to your specifications.
- Goods that have been assembled, modified, painted or damaged by customer misuse after delivery.
- Perishable or one-time-use decorative products.
6. Exchange Policy
Exchanges are only available for the same product model with different colour/style options, subject to stock availability. We do not support exchanging for completely different products. If the requested replacement item is out of stock, we will offer a full refund instead. Faulty/damaged item exchanges will have return postage covered by us. Customer-preference exchanges require the buyer to pay shipping costs for both return and resending.
7. Return Process
- Contact our customer service via support@xyrphos.com, provide your order number, reason for return, and relevant photos.
- Wait for our confirmation and receive return instructions and designated return address. Do not send items back without prior authorisation.
- Pack the goods securely and ship the parcel back, keep the tracking number.
- Once we receive and inspect the returned product, we will process your refund or exchange. Refunds will be issued to your original payment method and generally take several business days to show in your account, depending on your payment provider.