Refund & Return Policy

Each XANVOR piece is hand-finished in our workshop, so small marks of the maker — a hammer line, a turn in the grain of the wood base, a subtle variation in patina — are part of its character, not defects. The terms below explain when a return or refund applies and how to raise one.

1. Eligibility

You may request a return or replacement within 7 days of delivery if the piece arrives in any of the following conditions:

• Damaged in transit (dents, breakage, cracked stone or wood base).
• Materially different from the catalogue specification you ordered against (wrong finish, wrong size, wrong piece).
• Missing components from a sets order.

To be eligible, the item must be unused, in its original packaging, and accompanied by the invoice or order reference.

2. What is not eligible

• Bespoke, made-to-order or customised pieces (custom plating, custom dimensions, monograms, private-label finishes).
• Natural variation in hand-applied patina, antiquing, hammering or wood grain.
• Minor surface oxidisation on raw brass and copper, which is expected and reversible with normal polishing.
• Pieces marked "as-is", "studio sample" or "final sale" at the time of purchase.
• Damage caused after delivery (mishandling, drops, improper cleaning agents, exposure to chlorinated water).

3. How to raise a return

Write to hello@xanvor.com within 7 days of delivery with:

• Your order reference / invoice number.
• Clear photographs of the piece and the outer packaging, including any visible damage.
• A short note on the issue.

Our despatch desk will reply within one working day with a return authorisation number and a return address (typically our Moradabad workshop, or our forward warehouse for international orders).

4. Return shipping

• If the piece is damaged or wrongly shipped, we cover the return freight and arrange the pickup or refund the courier charge against proof.
• If you change your mind on a non-bespoke piece within the eligibility window, return freight is the buyer's responsibility, and the piece must reach us in resalable condition.
• For international orders, any duties, taxes or customs charges on the original shipment are non-refundable; the buyer is responsible for return-leg customs costs unless the return is due to our error.

5. Refunds

Once we receive and inspect the returned piece, we issue the refund within 7 working days:

• By bank transfer (T/T) to the bank account the original payment was remitted from.
• As a store credit, where you prefer it, valid for 12 months and applicable to any future order.

Bank settlement timelines vary and may take an additional 3–5 working days to reflect.

6. Replacements & exchanges

For damaged or wrong-shipment cases we are usually able to dispatch a replacement from existing inventory within 5–7 working days. Where the piece is made-to-order, the replacement timeline matches our standard production lead time and we will confirm a date when we authorise the return.

7. Wholesale & export orders

Trade and export orders are governed by the signed sales contract, purchase order terms and the incoterm under which the goods were shipped. The terms above apply only where they are not overridden by that contract.

8. Cancellations

In-stock orders can be cancelled at no charge until despatch. Made-to-order pieces can be cancelled within 24 hours of order confirmation; after that, a deposit forfeit applies because production has begun.