Returns & Refunds
You can return a product purchased on the Xolero site within 30 days of delivery without giving a reason. On this page, we describe in detail the conditions, steps, costs, and the refund process.
Conditions
The money-back guarantee can be claimed within 30 days of delivery. The returned product must be unopened, in its original packaging, with the tamper-evident seal intact. The refund includes the purchase price of the product; the cost of return shipping is borne by the customer, unless the product is faulty or damaged.
Here's how you can return the product
- Send your return request to [email protected], specifying the order number and the list of products you wish to return.
- In a confirmation e-mail, we will send you the RMA return ID and the return address.
- Pack the products securely in the original protective packaging, making sure the tamper-evident seals remain intact.
- After inspecting the returned product, the refund will be issued within 3-10 business days using the original payment method.
Who pays return shipping
If the product is faulty, damaged, or not what you ordered, we cover the costs: we send a prepaid label or send a courier for the package. If you changed your mind, the return shipping cost is yours to bear; we do not charge any other deductions.
Refund timing and method
We start the refund within 3 business days after the product has been successfully inspected. Orders paid by cash on delivery are refunded by bank transfer to the specified bank account; for orders paid by bank transfer, the amount is transferred back to the same account. The bank usually credits the amount within 1-5 business days.
What to do in each situation
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Sending the correct product and collecting the incorrect one | None |
| Parcel lost | Reshipment or full refund after the courier service investigation | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Full refund of the product purchase price | Return shipping only |
Exchanges
If you would like to exchange for a different size, variant, or product, follow the return steps and place a new order; the price of the returned product will be refunded after it arrives. If the exchange is necessary due to our error, we will send the new order free of charge.
Cancelling an order
You can cancel the order free of charge until it is dispatched. To do so, write to [email protected] with the order number. After dispatch, the return process applies.
Questions about this policy
Contact us at [email protected] or call +36 964 909 231 between Mon-Sat 09:15 - 17:15. We respond to every message and call within one business day.
- Merchant
- Xolero Kft.
- Registered address
- 4025 Debrecen, Hatvan utca 12., Magyarország
- [email protected]
- Phone
- +36 964 909 231
- Working hours
- Mon-Sat 09:15 - 17:15
- Registration
- Cégjegyzékszám: 5665229290