01 Return Window

You may request a return within 30 calendar days after the order is delivered.

A return request submitted after the 30-day period may be declined unless the product is covered by a mandatory consumer right that applies to your purchase.

The date shown by the delivery carrier is generally used to determine when the return period begins.

02 Return Eligibility

To qualify for a standard change-of-mind return, the product must:

• Be unused, unworn, unwashed, and unmodified.
• Be unopened and remain in its original hygienic or protective seal where one was provided.
• Be returned with its original packaging, manuals, charging cables, brush heads, attachments, stands, cases, and accessories.
• Be free from stains, scratches, odors, water damage, cosmetic residue, hair, dirt, or signs of use.
• Include any promotional gift or complimentary accessory supplied with the purchase.
• Include valid proof of purchase from Tyxena.
• Be returned according to the instructions provided by our customer-support team.

Tyxena may decline a return or reduce the refund where legally permitted if the product is incomplete, used, damaged, or returned in a condition that prevents resale.

03 Hygiene and Personal-Care Restrictions

Tyxena sells personal skincare and beauty-care products that may come into direct contact with the face or skin.

For health and hygiene reasons, the following products are generally not eligible for a change-of-mind return after they have been opened, unsealed, tested, or used:

• Facial cleansing devices and brushes.
• LED face masks and other wearable skincare devices.
• Facial massage, EMS, microcurrent, hot, or cold therapy devices.
• Brush heads, silicone heads, sponge heads, applicators, pads, and other skin-contact attachments.
• Replacement accessories supplied in hygienic or protective packaging.
• Products showing skincare, makeup, moisture, hair, oil, or other signs of contact or use.

04 Non-Returnable Products

Unless required by applicable law, returns are not accepted for:

• Opened or used personal-care and hygiene products.
• Products returned without their essential accessories or components.
• Products damaged through misuse, neglect, incorrect charging, unauthorized modification, improper storage, or failure to follow instructions.
• Products damaged through use with incompatible chargers, accessories, liquids, skincare products, or attachments.
• Products showing accidental damage, impact damage, excessive water exposure, corrosion, or normal wear.
• Items identified as final sale or non-returnable before purchase.
• Gift cards, downloadable products, and digital products.
• Free gifts, promotional items, or samples returned separately from the qualifying purchase.
• Products purchased from another seller, marketplace, or unauthorized retailer.

05 Damaged, Defective, Incorrect, or Incomplete Orders

Inspect your order promptly after delivery. If a product arrives damaged, defective, incomplete, or different from what you ordered, contact us within 7 calendar days after delivery.

Email info@tyxena.com and include:

• Your full name and order number.
• A clear description of the problem.
• Clear photographs or video showing the product and issue.
• Photographs of the outer packaging and shipping label.
• Photographs showing all products and accessories received.
• Any troubleshooting information reasonably requested by our support team.

Do not discard the product, packaging, accessories, or shipping materials until the review is complete.

Depending on the circumstances and product availability, an approved resolution may include troubleshooting assistance, a replacement part, replacement product, partial refund, or full refund.

06 How to Request a Return

Returns must be requested and approved before the product is mailed.

07 Return Shipping

For an approved change-of-mind return, the customer is responsible for return shipping costs.

We strongly recommend using a trackable shipping service and retaining your receipt until your refund is complete.

Tyxena is not responsible for a returned package that is lost, damaged, misdirected, or delivered to an unauthorized address.

If Tyxena confirms that a product was damaged, defective, incorrectly supplied, or incomplete when delivered, we will provide appropriate return or resolution instructions. Where return shipping is required because of a confirmed Tyxena or fulfillment error, reasonable return shipping costs may be covered or reimbursed.

08 Return Packaging

You are responsible for packaging an approved return securely.

Where available, use the original product box, protective inserts, accessory compartments, and outer shipping packaging.

Ensure that:

• The device is switched off before packing.
• All products and accessories are clean and dry.
• Brush heads and attachments are protected from movement.
• Charging cables and accessories are included.
• The return approval or order information is included as instructed.
• Old shipping labels are removed or covered.

Damage caused by inadequate return packaging may affect return eligibility or the refundable amount where permitted by law.

09 Inspection and Return Decisions

Receiving a returned package does not automatically guarantee a refund.

After arrival, the return may be inspected to confirm:

• The correct product was returned.
• The return was requested within the permitted period.
• The product meets the condition requirements.
• All accessories and components are included.
• The reported damage or defect is present.
• The product was not damaged through misuse or unauthorized modification.

10 Refund Processing

Approved refunds are issued to the original payment method used for the order.

Tyxena normally initiates an approved refund within 5 business days after completing the return inspection.

Once initiated, your bank, card issuer, payment provider, or financial institution may require additional time to post the refund to your account.

The refund may appear under the original transaction date rather than the date on which it was issued.

We cannot redirect a refund to a different card, bank account, digital wallet, or payment method.

11 Shipping Charges

The original $10 Standard Shipping charge is generally non-refundable for a standard change-of-mind return.

Original shipping charges may be refunded where:

• Tyxena shipped the wrong product.
• The entire order arrived materially damaged or defective.
• The order was canceled before shipment and the shipping service was not provided.
• A refund of the shipping charge is required by applicable law.

Additional delivery, return-to-sender, customs, or reshipping costs caused by an incorrect address, refused delivery, or failure to collect a package may be deducted where legally permitted.

12 Partial Refunds

A partial refund may be offered where appropriate, including when:

• The customer chooses to keep a product with a minor confirmed issue.
• A returned bundle is missing one or more items.
• A product is returned with missing accessories or packaging.
• The returned product has diminished value because of handling beyond what was reasonably necessary to inspect it.
• A promotional gift included with the order is not returned.

Any deduction will be based on the circumstances of the return and will apply only where permitted by law.

13 Exchanges

We do not guarantee direct product exchanges because inventory and fulfillment locations may vary.

When an exchange is available, it must be requested and approved before the original product is returned.

If a direct exchange is unavailable, the approved product may be returned for a refund and a new order may be placed separately.

Replacement products for confirmed defects are subject to product availability. If an identical replacement is unavailable, we may offer a comparable replacement or refund.

14 Order Cancellations

Contact info@tyxena.com as soon as possible if you need to cancel an order.

We will try to assist, but cancellation is not guaranteed after the order has been submitted to a manufacturing partner, supplier, warehouse, or delivery carrier.

If cancellation is successful before fulfillment, the applicable payment will be refunded to the original payment method.

If the order has already entered fulfillment or shipment, you may need to wait for delivery and request an eligible return under this policy.

15 Refused and Undeliverable Orders

If an order is refused, unclaimed, or returned because of an incorrect or incomplete customer-provided address, contact us after the package is returned.

Any approved refund may exclude:

• The original shipping charge.
• Return-to-sender charges imposed by the carrier.
• Additional delivery or handling costs.
• Costs caused by an incorrect or incomplete address.

These deductions apply only where legally permitted.

16 Packages Marked as Delivered

If carrier tracking shows that an order was delivered but you cannot locate it, first:

• Confirm that the order address is correct.
• Check your mailbox, porch, parcel locker, reception area, garage, and other secure delivery locations.
• Ask household members, neighbors, reception staff, or building management whether they accepted it.
• Contact the carrier using the tracking number.
• Allow a short period in case the carrier marked the package as delivered before final placement.

If the package remains missing, email us with your order number and tracking details. We will review the available carrier information, but a refund or replacement is not automatically guaranteed when valid tracking confirms delivery to the address supplied at checkout.

17 Promotional Offers and Bundles

If a return causes an order to no longer meet the conditions of a promotion, discount, bundle, or free-gift offer, the refund may be recalculated based on the products retained.

Products purchased as a complete bundle may need to be returned together to receive a full bundle refund.

A free gift must be returned unused and complete when returning the qualifying purchase. If the gift is not returned, its advertised or reasonable value may be deducted where permitted by law.

18 Chargebacks and Payment Disputes

Contact Tyxena before initiating a payment dispute so that we have an opportunity to investigate and resolve the issue.

Filing a chargeback does not automatically cancel an order, stop an active shipment, or remove the requirement to return a product when applicable.

We may provide the payment provider with order confirmations, communications, delivery records, tracking information, return records, photographs, and other information relevant to the dispute.

19 Consumer Rights

This policy provides Tyxena’s standard return and refund terms.

Nothing in this policy excludes, restricts, or replaces a mandatory warranty, refund right, remedy, or consumer protection that cannot legally be waived in your jurisdiction.

Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will control.

20 Policy Updates

Tyxena may update this Returns & Refunds Policy to reflect changes to our products, fulfillment partners, return procedures, business practices, or legal obligations.

The latest version will be published on this page with an updated revision date.

The policy that applied when an order was placed will generally govern that order, subject to applicable law and any more favorable resolution offered by Tyxena.

21 Contact Information