01 What This Policy Covers

This policy covers an order that arrives damaged, arrives faulty, is the wrong item, is missing an item, or never arrives.

Report the problem within 30 calendar days after the order is delivered, with a photo or a short video. The date shown by the delivery carrier is used to determine when the 30 days begin.

We do not accept change-of-mind returns. We state this plainly before checkout rather than after it. Nothing in this policy removes a mandatory consumer right that applies to your purchase.

02 How to Report a Problem

Email info@tyxena.com within 30 calendar days of delivery and include:

• Your order number.
• A clear photo or a short video showing the problem.
• A photo of the shipping label on the outer packaging where the package itself arrived damaged.
• A short description of what is wrong.

You do not need to post anything back. Once we confirm the problem we send a replacement or a full refund and you keep the original item. There is no return shipping for you to pay and no package for you to take to the post office.

Once a claim is confirmed we resolve it without further steps from you.

03 Hygiene and Personal-Care Products

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

Once opened, unsealed, tested, or used, these products cannot be resold to anyone else. That is one of the reasons we do not ask for them back: a returned skin-contact device has no second life, so making you post it is a cost with no purpose. It applies to:

• 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.

04 What Is Not Covered

Unless required by applicable law, a claim is 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 30 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 a Claim Is Handled

There is no return to arrange and no address to post to. A claim is handled entirely by email.

• You email us within 30 days with your order number and a photo or short video.
• We review your email and confirm what we can see.
• We approve a replacement or a full refund, and we tell you which.
• You keep the original item. Nothing is posted back.

Keep the product, its packaging, and its accessories until the claim is closed, in case we need one more photo.

07 Return Shipping

You are never asked to pay return shipping, because you are never asked to return anything.

In the rare case where we ask you to send an item back, we arrange and pay for the carrier, and we send you the label. You will never be asked to buy postage out of your own pocket to resolve a claim.

Do not post a product to our business address or to a supplier without written instructions from us. A package sent without instructions may be refused, delayed, or lost, and we cannot take responsibility for it.

08 Evidence We Ask For

Because nothing comes back to us, photographs and video are how a claim is assessed. Clear evidence gets a same-day answer.

• A photo or short video of the fault itself, in good light.
• A photo of the outer packaging and the shipping label where the parcel arrived damaged.
• A photo showing everything that was in the box, where an item is missing.

If a device powers on but behaves incorrectly, a short video is worth far more than a still photograph.

09 How We Review a Claim

We review what you send and answer in plain language. If we approve, we say so and act. If we decline, we tell you the specific reason rather than quoting a clause at you.

A claim may be declined where the evidence shows accidental damage, liquid damage, misuse, unauthorized modification, or normal wear, or where the report falls outside the 30 day window and no mandatory consumer right or warranty applies.

If a claim is declined and you disagree, reply to the same email thread. A person reads it.

10 Refund Processing

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

Tyxena initiates an approved refund after your claim is approved. We do not ask you to send the product back, so there is no return or inspection step to wait for.

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

US orders of $99 and over ship free. Below $99 the shipping charge is calculated at checkout and shown in full before you pay.

Where a shipping charge was paid, it is refunded together with the product where:

• Tyxena shipped the wrong product.
• The entire order arrived materially damaged or defective.
• The order never arrived.
• 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