Returns and exchanges

Didn't get what you want? We'll make it right. We want your experience with Xylem to be pleasant and productive. Below is the fine print. It's there to expedite returns as well as make it clear to everyone what we do and what we don't do.

How to package a return

In order to receive a full refund or to process an exchange, we must receive products back in a resaleable condition. If a product is sent to us and damaged during shipping, the customer is responsible for the loss or damage of the product. We have several suggestions to insure safe shipping.

1. Pack the product properly. Our products are wrapped in paper, plastic, or cardboard to keep them safe during shipping. Please rewrap the products so that the pieces aren't rubbing against each other. Once wrapped, tape them together. If parts are loose in the box, they will get damaged.
2. Insure your packages. All shipping companies offer insurance, generally about $.35 per $100. If a shipment is lost or damaged, the shipping company will pay for it. Xylem Design cannot file a claim for a package it did not send. The customer is responsible for filing a damage claim for the package they sent.
3. For further information on proper packaging, consult the UPS Web site at http://ups.com/using/services/packaging/guidline.html
4. Please keep a receipt of the shipment. If the package is lost, you need the receipt to file a claim with the shipping company.
5. If you take the package to a public shipping company like PakMail or Mail Boxes Etc., they will take care of packaging it properly and will file any claims for you in case of damage.

Shortage or wrong item

If we made a mistake and sent you the wrong items we will send you the right item and arrange to have the wrong one sent back at our cost. Please call 800-333-9953 for immediate service.

Exchanges

If you received something but decide you'd rather have it another size or color, we're happy to exchange it for you. Exchange items will be shipped once the original item has been received and inspected. For immediate exchanges you can purchase the new item and have it sent, and then we will credit your account when the original item is received. The customer is responsible for all shipping costs and will be charged accordingly. All returned items will be inspected for damage and charges will be accessed before a new item is sent. Xylem Design is not responsible for damage during shipping. Please review the repacking guidelines above.

Shipping Cost

Shipping cost are non-refundable. Shipping is part of the transaction and not the product. Only a product can be returned, so only the product price is refunded. If the product is defective or damaged, we will pay the return freight and send you a new product. If a product is exchanged or returned for a refund, then the customer is responsible for the shipping, including any damage incurred on the way to Xylem Design. All shipments will be made via UPS Ground. Customers will be responsible for upgrades to UPS Next-day air, 2nd-day air, or 3-day select.

Returning multiples of the same item

It is sometimes difficult to imagine what something will be like until it's in front of you. Once you have it, you might decide you'd like something else. We want you to be satisfied and are happy to make exchanges. If you purchase multiples of the same item, please open one and determine if it fits your needs. Once all the packages have been opened, there is a much higher potential that they will get damaged. We cannot return the full purchase price for damaged items. Please use one item as a sample before opening everything. All other opened packages will be accessed a restocking fee.

Notify us immediately

Please call and notify us of returns within 15 business days of receipt of product. You will have 15 days from receipt to return the product. After 15 business days, we will apply a restocking fee based on the number of days you've had the product. We inspect all returned items and determine what it will cost to make them resaleable. Any damage will be deducted from the refund. Please repackage the product carefully as we must receive it in good condition to issue credit. Please review the shipping guidelines above.

Get an RMA number

If you need to send us a return or exchange, please call and get an RMA number first. This number allows us to recognize your return when it comes in and expedite your refund or exchange. E-mail at service@xylemdesign.com or call 800-333-9953.

Custom Orders

Custom Orders are not available for refund. All custom orders will require half down when the order is placed. The balance is due upon completion of the order.

Xylem Design return policy