Refund policy

At Xylem LA, every piece is crafted with precision and intention. Because of the care invested in our production and quality control, we uphold a strict yet fair return policy that protects both our customers and our brand integrity.

1. Return Window

You have 30 calendar days from the date your order is delivered to request a return.

To be eligible, your item must be:

  • In original condition, unworn, unused, and unwashed

  • With all original tags, packaging, and accessories intact

  • Accompanied by a receipt or proof of purchase

Items that show wear, damage, odor, or missing tags will not be accepted.

2. Non-Returnable & Final Sale Items

The following items are non-returnable and non-refundable:

  • Custom or made-to-order pieces

  • Sale or promotional items

  • Gift cards

  • Personalized or limited-edition designs

  • Personal care goods (e.g. fragrance, skincare, etc.)

These restrictions ensure product authenticity and uphold our brand standards.

3. Initiating a Return

To begin a return, email contact@xylem-la.com with your order number, clear photos of the item, and a brief reason for return.

If your return is approved, you’ll receive:

  • A Return Authorization Number (RAN)

  • A return shipping label (if applicable)

  • Instructions on how to ship your item securely

Items sent back without prior authorization will not be accepted.

4. Return Shipping

  • Domestic Orders (U.S.) — Return shipping costs are deducted from your refund, unless the item is defective or incorrect.

  • International Orders — Customers are responsible for return shipping, duties, and customs fees.

  • Xylem LA is not responsible for any return shipments lost or damaged in transit if not using our provided label.

5. Refunds

Once we receive and inspect your return, you’ll be notified by email regarding approval.

If approved:

  • A refund will be issued to your original payment method within 10 business days.

  • Processing time may vary depending on your bank or card issuer.

If 15 business days have passed since approval without receiving a refund, please contact us at contact@xylem-la.com

Refunds can only be issued to the original payment method to ensure security and prevent unauthorized chargebacks.

6. Exchanges

For faster service, please return your item for a refund and place a new order for the replacement item once the return is approved.

7. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.
If you receive a defective, damaged, or incorrect item, contact us within 48 hours of receipt with your order number and photos.

We’ll cover related shipping costs and provide either a replacement or full refund once verified.

8. European Union 14-Day Cooling-Off Period

If your order was shipped to an address within the European Union, you are entitled to cancel or return your order within 14 days of delivery for any reason, provided the item remains unused and in its original condition.

Contact contact@xylem-la.com to initiate an EU return under this right.

9. Restocking & Condition Deductions

All returned items are carefully inspected.
If a returned item shows minor handling or missing packaging, a restocking fee of up to 20% may be deducted from the refund.
Items that fail inspection due to wear, odor, or alteration may be rejected and returned to the customer at their expense.

10. Dispute Resolution & Chargeback Policy

We are committed to resolving any issues directly and fairly.

By making a purchase from Xylem LA, you agree to:

  • Contact us first at contact@xylem-la.com to resolve any dispute before initiating a chargeback.

  • Allow up to 10 business days for our support team to investigate and respond.

Initiating a chargeback without prior communication may result in:

  • Permanent account restrictions

  • Ineligibility for future purchases

  • Liability for chargeback fees and related processing costs if the dispute is found invalid

Xylem LA maintains proof of delivery, correspondence, and return records to contest unauthorized chargebacks with payment processors.

11. Legal Compliance

This policy complies with:

  • The Federal Trade Commission (FTC) regulations on mail, internet, and telephone orders

  • The EU Consumer Rights Directive (for applicable orders)

Nothing in this policy limits your statutory rights as a consumer.

12. Customer Support

For questions about your order, return, or refund status, please reach out to

Email: contact@xylem-la.com

Summary

  • 30-day return window

  • Must be unused, unaltered, and in original packaging

  • Final sale on custom, sale, and personalized pieces

  • Refunds issued within 10 business days after approval

  • Contact Xylem LA before initiating any chargeback