Refund policy

Last Updated: July 17, 2026

This Return and Refund Policy sets out our terms for returns, cancellations, refunds and exchanges for orders placed at www.xylverpa.shop. This policy complies with the **Consumer Rights Act 2015** and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and does not override your statutory consumer rights under UK law.

This policy applies to all purchases made on our website.

1. Statutory 14‑Day Cooling‑Off (Cancellation Right)
You have a legal right to cancel your order within **14 calendar days** without giving any reason. This cooling‑off period starts the day **after you receive the goods**GOV.UK.
‑ If your order contains multiple items delivered separately, the cancellation period starts the day after you receive the last item.
‑ Once you notify us of cancellation, you have a further 14 calendar days to send the goods back to us.

To exercise your cancellation right, send us a clear cancellation notice by email to hello@xylverpa.shop, stating your order number.

For change‑of‑mind returns under the cooling‑off period:
‑ You are responsible for paying the return shipping cost to send goods back to us.
‑ We will refund your product price plus your original standard outbound delivery charge within **14 calendar days** after we receive and inspect the returned goodsGOV.UK.
‑ Goods must be unused, unwashed, in original condition, with all original tags and packaging intact. If goods show excessive wear or damage caused by you, we may make a reasonable deduction from your refund.

2. Our Voluntary Extended Return Window
Beyond your statutory 14‑day cooling‑off right, we offer a voluntary 30‑day return window from delivery date for eligible items for change‑of‑mind returns. This is a goodwill offer and does not replace your statutory legal rights. Items returned after the statutory 14‑day period but within our 30‑day goodwill window still must meet our return‑condition requirements.
3. Faulty, Damaged or Incorrect Items (Statutory Rights)
If goods arrive faulty, damaged, not‑as‑described or incorrect:
‑ Please inspect items immediately upon receipt. Take clear photos of the product, packaging and damage, then contact our support team promptly.
‑ Under the Consumer Rights Act 2015 you have the short‑term right to reject faulty goods within 30 days of delivery for a full refund.
‑ For faulty goods, **we will cover reasonable return shipping costs** for sending items back to us.
‑ Depending on circumstances, we may offer full refund, replacement or price reduction.
4. Return Conditions
To be accepted for return (change‑of‑mind):
‑ Items must be unused, unwashed, free of stains or wear.
‑ All original tags, labels and original retail packaging must be attached and intact.
‑ Products must not have been modified or damaged by you.
‑ Proof of purchase / order number is required.
5. Non‑Returnable Items
The right of cancellation under the 14‑day cooling‑off period does **not** apply to the following categories (in line with UK law)GOV.UK:
‑ Custom‑made or personalised goods made to your specifications.
‑ Sealed hygiene‑related items once seal has been opened.
‑ Perishable goods.
‑ Digital goods once download/streaming has commenced with your prior consent.
6. Exchanges
We do not offer direct exchange service. If you wish to swap for a different size, colour or variant: please return your original item following our return procedure and place a new separate order for your desired product.
7. Refund Processing
‑ Refunds will be issued to your original payment method.
‑ Bank‑processing times vary by payment provider; please allow 5‑10 working days for funds to show on your account after we have issued the refund.
‑ We will not process a refund until we have received and inspected returned goods, except for faulty‑goods claims where applicable.
8. International Returns
If you return goods from outside the United Kingdom, you are responsible for all international return‑shipping costs, customs charges and import fees incurred on the return shipment. We cannot accept parcels sent to us with unpaid customs duties.
9. Lost Return Parcels
You are responsible for the goods while they are in transit back to us. We recommend using tracked return shipping service. We cannot process your refund until we physically receive the returned parcel.
10. Contact Information
For return requests, cancellation notices, faulty‑goods claims and refund‑related enquiries:

Brand Name: xylverpa
Website: www.xylverpa.shop
Email: hello@xylverpa.shop

Business Address:
Calton Hill Drive, City of Edinburgh, Scotland EH7 5BW, United Kingdom
phone:
+44 848 975 5243

Support Hours (UK Local Time GMT / BST):
Monday‑Saturday: 9:00 AM – 6:00 PM (GMT / BST)
Sunday: Closed

We aim to respond to customer enquiries within 24‑48 business hours.