Returns and Refunds

At XTONE, we are committed to providing our customers with high-quality carbon fiber bicycle wheels that enhance your cycling experience. However, we understand that there may be instances where you need to return or exchange a product. To ensure a smooth and hassle-free process, we have outlined our return and exchange policy below.

1. Eligibility for Returns and Exchanges

To be eligible for a return or exchange, the following conditions must be met:

  • Time Frame:You have 30 days from the date of delivery to initiate a return or exchange.
  • Condition:The product must be in its original condition, unused, and in the original packaging with all tags and labels attached.

2. Reasons for Returns and Exchanges

We accept returns and exchanges for the following reasons:

  • Defective Product: If the product is defective or damaged upon arrival, please contact us immediately.
  • Wrong Product:If you received the wrong product, we will arrange for an exchange.
  • Unsatisfactory Performance:If the product does not meet your expectations, you may request a return or exchange.

Non-Returnable Items：

  • The product has been used
  • The product packaging is damaged
  • The product itself is damaged
  • The product is not in full resale condition
  • The returned product is not received by XTONE
  • It has been more than 30 days since delivery
  • There is no proof of purchase
  • The product is classified as limited time only and/or is no longer in production
  • Custom Orders: Custom or personalized products are non-returnable unless they are defective.

3. Shipping Costs

  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
  • If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

4. How to Initiate a Return or Exchange

To initiate a return or exchange, please follow these steps:

  1. Contact Us:Contact us at info@xtonebicycle.com. Provide your order number, the reason for the return or exchange, and any relevant photos if the product is defective or damaged.
  2. Obtain Authorization: After reviewing your request, we will contact you with instructions on how to proceed.
  3. Ship the product: Pack the product securely in its original packaging. Ship the product to the address we provide.

5.Refunds and Exchanges

  • Refunds:Once we receive and inspect the returned product, we will process your refund within 7 business days. The refund will be issued to the original payment method.
  • Exchanges: If you are exchanging the product, we will ship the new product once the returned item is received and inspected.

If you have any questions or need further assistance, please do not hesitate to contact us at info@xtonebicycle.com. We are here to help!

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