Last Updated: October 2026
Thank you for shopping at Sxzuren. This policy applies to all purchases made through our official website, including but not limited to Terrariums (Glass Cloche & Hanging), Dried Floral Arrangements, and Mushroom LED Night Lamps.
We want you to be completely satisfied with your purchase. If you are not fully satisfied, please review our detailed policy below.
1. Return Window
You may request a return within 30 calendar days from the date of delivery. Requests made after this period will not be accepted.
2. Condition of Returned Items
To be eligible for a return, items must be unused, undamaged, and in their original packaging.
Terrariums & Lamps: Must be returned with all original components (e.g., glass domes, wooden bases, USB cables, crystals, and protective packaging).
Items that have been assembled, altered, cleaned with chemicals, or show signs of wear will not be accepted.
Dried Flowers: Due to the natural nature of dried botanicals, slight shedding or variations in color are expected. Returns based solely on minor natural variations will be subject to our discretion.
3. Proof of Purchase
A valid order number or a copy of your order confirmation email is required for all returns. Items returned without proof of purchase will be refused.
4. Return Shipping Costs
Our Error: We will cover the return shipping cost if the return is due to our mistake (e.g., shipping the wrong item, missing parts, or a manufacturing defect).
Personal Reasons: You will be responsible for all return shipping costs if the return is for personal reasons (e.g., change of mind, color preference, or ordering the wrong size).
5. Non-Returnable & Final Sale Items
We cannot accept returns for:
Items requested after the 30-day return window.
Items that have been used, modified, or improperly stored (e.g., exposed to excessive moisture).
Custom or personalized orders (e.g., custom-built terrariums or personalized items).
Items damaged due to customer mishandling. (Please note: Our glass terrariums and mushroom lamps are fragile. We are not responsible for items broken after successful delivery).
Items returned without prior authorization or proof of purchase.
6. How to Request a Return
To initiate a return, please email our customer service team at service@sxzuren.com with:
Your Order Number.
A brief description of the issue.
Clear photos of the item and its packaging.
Our team will review your request and respond within 1-2 business days. Do not send items back before receiving return instructions from us.
7. Packaging Guidelines for Returns
CRITICAL FOR GLASS ITEMS: Please reuse the original packaging and protective materials. Ensure the glass domes and lamps are securely bubble-wrapped to prevent movement during transit. We strongly recommend using a tracked and insured shipping service. We cannot issue refunds for items lost or shattered during return transit due to poor packaging.
8. Damaged, Defective, or Incorrect Items (Please Read Carefully)
Because our products include fragile glass, please inspect your order upon delivery.
Reporting Window: You must contact us within 48 hours of delivery if your item arrives damaged, broken, defective, or incorrect.
Required Evidence: Please provide clear photos or a short unboxing video showing the damage to the item and the outer packaging. This is required for us to file a claim with the carrier.
Resolution: Once approved, we will offer one of the following at no additional cost to you:
A free replacement.
A full refund.
Note: In most cases of severe damage, you will not be required to return the broken item. We may ask you to safely dispose of it.
9. Refund Processing Time
Once we receive and inspect your returned item, we will process your refund within 7 business days. You will receive a confirmation email once the refund has been initiated.
10. Refund Method
Refunds will be issued to the original payment method. Please note that your bank or credit card company may require additional processing time (typically 3-5 business days) before the funds appear in your account.
11. Exchanges
We do not offer direct exchanges. To exchange an item, please return the original item following the process above, and place a new order for the desired item on our website.
12. Order Cancellation
You may cancel an order within 24 hours of purchase if it has not yet been shipped. Once an order has been dispatched, it cannot be canceled. To request a cancellation, please email service@sxzuren.com immediately. Custom orders cannot be canceled once production has begun.
13. Contact Us
For any questions regarding returns, refunds, or product care, please contact us:
Email: service@sxzuren.com
Customer Service Hours: Monday - Friday, 9:00 AM - 5:00 PM (PT)