Refund Policy

REFUND POLICY

At Xarumei, we stand behind the exceptional quality of our handcrafted paperweights and are committed to your complete satisfaction. This policy outlines our refund procedures while acknowledging the unique nature of artisanal craftsmanship.

STANDARD REFUND TERMS

Eligibility Period

• 30 days from delivery date for standard products

• 14 days from delivery date for custom or personalized items

• 7 days from delivery date for limited edition pieces

• No time limit for manufacturing defects covered by warranty

Condition Requirements

To be eligible for a refund, items must be:

• In original, unused condition

• Free from damage not present upon delivery

• Accompanied by original packaging and presentation materials

• Returned with Certificate of Craftsmanship and care instructions

REFUND CATEGORIES

Full Refund Eligibility

Manufacturing Defects

• Structural flaws affecting functionality

• Significant deviations from product specifications

• Material defects not inherent to handcrafted nature

• Damage occurring during our production process

Shipping Damage

• Items damaged during transit (must be reported within 48 hours)

• Missing components or accessories

• Incorrect items shipped

• Packaging failure resulting in product damage

Order Errors

• Wrong product shipped due to our error

• Billing discrepancies on our part

• Failure to apply confirmed promotional pricing

• Processing errors affecting order accuracy

Partial Refund Situations

Minor Variations (50% refund available)

• Color variations beyond described range

• Minor dimension discrepancies (within 10% of specifications)

• Surface texture variations exceeding normal handcraft range

• Weight variations affecting functionality

Return Without Original Packaging (75% refund)

• Product in excellent condition but packaging damaged or missing

• Certificate of Craftsmanship lost

• Gift packaging not returned

• Protective materials discarded

Non-Refundable Items

Custom and Personalized Products

• Items with custom engraving or personalization

• Special orders made to customer specifications

• Limited edition pieces ordered specifically for customer

• Products modified at customer request

Normal Wear and Characteristics

• Natural variations in handcrafted materials

• Minor patina development (brass items)

• Grain variations in wood products

• Natural stone color and texture variations

Damage After Delivery

• Chips, scratches, or damage from customer use

• Exposure damage (extreme temperatures, chemicals)

• Modifications made by customer or third parties

• Normal wear from regular use

REFUND PROCESS

Step 1: Contact Customer Service

Before returning any item:

• Provide order number and reason for return

• Include photos if claiming damage or defect

• Receive return authorization number (required for processing)

Step 2: Package for Return

• Use original packaging when possible

• Include all accessories and documentation

• Pack securely to prevent transit damage

• Include return authorization number prominently

Step 3: Ship Return

• Use trackable shipping method

• Customer responsible for return shipping costs (unless our error)

• Insure package for full product value

• Keep tracking information for your records

Step 4: Processing

• Items inspected within 2-3 business days of receipt

• Refund decision communicated via email

• Approved refunds processed within 5-7 business days

• Disputed returns may require additional review

REFUND METHODS

Original Payment Method

• Credit card refunds: 3-5 business days

• PayPal refunds: 24-48 hours

• Bank transfers: 5-10 business days

• Corporate accounts: Net 30 terms apply

Alternative Methods

When original payment method is unavailable:

• Store credit (never expires)

• Company check (10-14 business days)

• Wire transfer (for international customers)

• Credit to corporate account

Shipping Cost Refunds

• Our Error: Full shipping cost refunded

• Customer Preference: Shipping costs non-refundable

• Defective Product: Full shipping cost refunded

• Expedited Shipping: Original shipping cost only (not expedited fees)

SPECIAL CIRCUMSTANCES

Corporate and Institutional Orders

Volume Orders (5+ pieces)

• Extended 45-day return period

• Partial returns accepted

• Restocking fee may apply (10-15%)

• Account credit preferred for institutional customers

Executive Gifts

• Discrete return processing available

• Extended return period for gift recipients

• Gift receipt provided without pricing

• Alternative product suggestions offered

International Customers

• Return shipping costs customer responsibility

• Customs duties and taxes non-refundable

• Extended processing time for international returns

• Currency fluctuations may affect refund amounts

Holiday Purchases

Extended Holiday Policy (November 15 - January 15)

• Returns accepted until January 31st

• Gift recipients may return without original receipt

• Original purchaser notification available upon request

• Exchange priority during peak season

EXCHANGES VS. REFUNDS

Exchange Benefits

• No restocking fees

• Shipping cost credits applied

• Price protection for 30 days

• Priority processing during busy periods

When Exchanges Aren't Available

• Discontinued products

• Custom or personalized items

• Significant price differences

• International shipping complications

QUALITY GUARANTEE

Our Commitment

We guarantee that every Xarumei paperweight:

• Meets our published quality standards

• Functions as intended for desktop use

• Reflects the craftsmanship described

• Provides lasting satisfaction with proper care

Resolution Promise

If you're not completely satisfied:

• We'll work with you to find an acceptable solution

• Multiple options will be offered when possible

• Customer service escalation available

• Executive review for unresolved concerns

REFUND TIMELINE

Standard Processing

• Day 1-2: Item received and inspected

• Day 3-4: Refund decision and customer notification

• Day 5-7: Refund processed to original payment method

• Day 8-12: Refund appears on customer statement

Expedited Processing

Available for:

• Manufacturing defects

• Our shipping errors

• Damaged items

• Corporate account holders

RESTOCKING FEES

When Applied

• Returns without defect or error: 15%

• Missing original packaging: 10%

• Custom items (when accepted): 25%

• Bulk orders: 10-20% depending on quantity

When Waived

• Manufacturing defects

• Our shipping errors

• Damaged during transit

• Corporate account holders (case-by-case)

CONTACT INFORMATION

Refund Questions: Email: returns@xarumei.com Phone: Hours: Monday-Friday, 9:00 AM - 6:00 PM EST

Expedited Resolution: For urgent refund matters, corporate accounts, or executive escalation: Email: customercare@xarumei.com Phone: 

Mailing Address for Returns: Xarumei Returns Department 

Include return authorization number on all packages

Important Notes:

• This policy supplements our Terms and Conditions

• State and local laws may provide additional rights

• Refund decisions are final unless new information is provided

• We reserve the right to refuse returns that don't meet stated criteria

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