Refund and Returns Policy

Effective Date: December 19, 2024

At Xilo Tire Bike, we strive to ensure our customers are satisfied with every purchase. If for any reason you are not happy with your product, this Refund and Returns Policy outlines the steps for returning or exchanging items purchased from our website. Please read carefully.

1. Return Eligibility

You can return most items within 30 days of purchase for a full refund or exchange. To be eligible for a return, the following conditions must be met:

  • The item must be unused and in the same condition you received it.
  • The item must be in its original packaging, including any tags, manuals, or accessories.
  • You must provide proof of purchase (receipt or order confirmation).

Some items may be non-returnable, including:

  • Personalized or custom items
  • Gift cards
  • Items marked as final sale

2. How to Return an Item

To initiate a return, follow these steps:

  1. Contact Us: Reach out to our customer service team at info@xilotirebike.net or call us at (304) 366-8309. Provide your order number and the item(s) you wish to return.
  2. Return Authorization: After verifying your return request, we will provide you with a Return Authorization (RA) number and instructions for shipping the item back.
  3. Shipping the Item: Return shipping costs are the responsibility of the customer, unless the return is due to a defect or error on our part. We recommend using a trackable shipping service to ensure the safe return of your item.

3. Refunds and Exchanges

Once we receive your returned item, we will inspect it to confirm its condition. If the return meets the eligibility requirements, we will process your refund or exchange.

Refunds:

  • Refunds will be issued to the original payment method used at the time of purchase.
  • Please allow up to 14 business days for the refund to be processed.
  • Shipping fees are non-refundable unless the return is due to a defective product or our error.

Exchanges:
If you wish to exchange an item for a different size or color, we will process the exchange once we receive your returned item. You will be responsible for any additional shipping fees for the exchange.

4. Defective or Damaged Items

If your item arrives defective or damaged, please contact us immediately at info@xilotirebike.net or (304) 366-8309. We will provide you with instructions on how to return the item at no cost to you for a refund or replacement.

5. Late or Missing Refunds

If you haven’t received your refund after the expected processing time, please check your bank account or credit card company, as it may take additional time for the transaction to appear. If you’ve done this and still have not received your refund, contact us at info@xilotirebike.net.

6. Cancellations

If you wish to cancel an order, please contact us as soon as possible. We process orders quickly, but we will make every effort to accommodate cancellations before shipment. Once the item has been shipped, it cannot be canceled, but you may return it under the conditions outlined above.

7. Non-Returnable Items

Some items are not eligible for return or refund, including:

  • Items that have been used, worn, or damaged.
  • Custom or personalized items.
  • Gift cards or downloadable products.

8. Changes to the Refund and Return Policy

We reserve the right to update this Refund and Returns Policy at any time. Any changes will be posted on this page with an updated effective date. Please review this policy periodically to stay informed about your return and refund rights.

9. Contact Us

If you have any questions about this Refund and Returns Policy, please contact us at: