Refund policy

Return Policy

At Xyva Tech, we want you to feel complete confidence in the counterbalance smoothness, material rigidity, and finish of our desk hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to mechanical clamping pressure marks, bolt thread stripping risks, and heavy steel transport stability, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The monitor arm, laptop stand, cable tray, or desk mat must be completely uninstalled on furniture, unused, unmounted, and in its original, brand-new condition.
  • Desk Mount & Hardware Integrity Notice: Desk accessories may be visually inspected and unboxed gently. We strictly cannot accept monitor arms or brackets that have been clamped to desktops (which leaves compression indents on metal pads), have had screws driven into monitor backplates, or show stripped hex bolt sockets, scratched aluminum anodization, or clamp jaw scuffs.
  • Gas-spring tension arms must remain in their original factory-secured retention straps and packaging to prevent sudden kinetic extension during return shipping.
  • Felt desk pads must remain completely flat, uncreased, unwashed, and 100% free of coffee rings, dust, skin oils, or pet hair.
  • All original packaging, high-density molded pulp trays, VESA screw accessory bags (M4/M5 bolts, spacers, washers), hex wrenches, and user assembly manuals must remain fully intact inside the return parcel.
  • Items showing signs of full desk installation, cable wear, bent mounting plates, or damaged retail cartons will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the heavy physical weight of steel counterbalance arms and aluminum risers, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Xyva Tech cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@xyvatech.shop within 30 days of delivery. Please include your order number, product model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized high-density repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a monitor arm finish, clamp variant, or delivery address), contact us immediately at support@xyvatech.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our mechanical hardware quality team will inspect each item under bright lighting to verify compliance with our return conditions (unscratched anodized metal, complete screw/tool counts, uncompressed clamp rubber pads, intact factory packaging, and undamaged cartons). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@xyvatech.shop for further assistance.