We want you to love your Xanay piece. If something didn't go as planned, we're here to help.
Handmade pieces
Our pieces are handcrafted and unique. Small variations in color, texture, shape, or size are part of their nature and value: they are not considered defects, but rather the mark of the hands that created them.
Deadline for reporting
You have 15 calendar days from the date of delivery to report any problems with your order or to request a change.
In what cases does an exchange or refund apply?
- The piece arrived damaged during shipping.
- You received a different product to the one you asked.
- The piece has a manufacturing defect (not a natural artisanal variation).
How to apply
Write to us at pedidos@xanay.org with your order number y photos regarding the part and the packaging. We will respond with a solution (exchange, replacement, or refund).
Conditions
- The part must be unused and, if possible, with its original packaging.
- The refunds Payments are made using the same payment method, within 10 business days after the application is approved.
- When the return is due to an error on our part (damaged, incorrect or defective part), Xanay covers the cost of return shipping.
Products that are not eligible for return
For reasons of hygiene and safety, the food and consumer or personal care products (honey, sauces, cosmetics, soaps) cannot be exchanged or returned, unless they arrive damaged or in poor condition.
Do you have any questions? We'd be happy to help you. pedidos@xanay.org.
Last updated: August 8, 2026.