Refund policy

In accordance with the Online Return Policy requirements, you may return CXYL products within 30 days from the date of purchase. Returned merchandise must meet the below requirements in order to be accepted:

  • All items must be in original condition with original tags attached.
  • Merchandise that has been worn, used, altered or damaged will not be accepted. This includes any visible marks, stains, and odour.
  • Items must not have been used in photography shoots, social media posts, online, commercially or for personal gain.
  • All packaging shipped with your order must be returned.
  • Accompanied by a proof of purchase or receipt.

Please be advised returned merchandise will be subject to quality assessment upon receipt. Once approved, we will proceed to refund as per your request.

CXYL reserves the right to reject returns beyond the return period limit, or items which are not in the original condition in which they were received. If this is the case, the package will be simply returned back to the customer and any shipping costs involved will not be covered by CXYL.

To start a return, you can contact us at hello@cxyl.com.au. If your return is accepted, you will be provided with a return address to send your item/s back. Items sent back to us without first requesting a return will not be accepted. Please note, original shipping fees or return shipping charges are non-refundable unless the error was made on our part.

You can always contact us for any return question at hello@cxyl.com.au.

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.

We treat every order with the highest priority and pack with precision and care to ensure they are delivered to you in the best condition. However, in the unlikely case of an item being delivered as faulty, damaged, or the wrong item, we will be happy to provide you with a replacement, or a full refund provided:

  • All items must be in original condition with original tags attached. Should the item be worn prior to the fault being discovered, kindly declare this. 
  • Notify us within 14 days from delivery date by contacting hello@cxyl.com.au including the order number, a brief description of the fault in your item(s) including images that show the area of concern, to be assessed by our after sales technicians before the item is returned. 

Please note that loose or excess threads and irregular prints are not considered faults as these are often natural results of the manufacturing process. Please read the description of each item carefully before purchasing.

At CXYL, we strive to reduce our impact on the environment and encourage product sustainability. Should you find a minor fault with an item a repair reimbursement is the first and preferred option. 

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

We currently do not offer exchanges for our products. Since we operate on limited inventory in line with our sustainability commitment to avoid overproduction, we are unable to reserve inventory units to fulfil exchanges.

The fastest way to ensure you receive the preferred item or size, is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Once your refund has been approved by our staff and a notification sent to you, it may take up to 10 business days for the funds to reflect in your account, we appreciate your patience during this period. 

All refunds are processed back to their original payment method. If your refund has taken longer than the aforementioned days, please contact us at hello@cxyl.com.au so we can investigate further for you.