Returns & Replacements
We’re confident that you’ll be happy with your Xitomer. However, if you would like to return or replace a product that you purchased at www.xitomer.com please carefully read the following information and follow the instructions below before returning your item. Please note that if you purchased an Xitomer Performance product via one of our dealers/stockists, you should contact them in the first instance. Xitomer will not be held liable for returns on purchases made via a third party.
If you are a trade customer, please refer to our trade account terms and conditions here.
Returns within 30 days
When you purchase a product from www.xitomer.com, you have the right to cancel your order at any time before your goods are dispatched or within 30 days after delivery. This 30-day period begins on the day after you receive the goods. If you purchased a product from a dealer/stockist, please contact them directly to discuss their terms and conditions with regard to returns and cancellations as Xitomer is unable to process returns for products bought via third parties.
When returning an item that you purchased directly from us, you will have to pay the return postage and will be liable for any damage to the product. We will only refund the return postage if we have sent the wrong product, the product is faulty, or for any other reason that is our fault. To return an item within the 30-day period, please follow the instructions and complete the form here.
We’re proud of the excellent quality and durability of all our products and as a result are pleased to offer a 12-month warranty on all items. These warranties cover all Xitomer products purchased from www.xitomer.com.
Using the product off-road or in a situation that is considered non-standard deems the warranty void. A product returned under warranty should always be sent back to us for testing, and we will always refund the return postage if the product is faulty.
Our warranties begin on the day you receive your Xitomer product, so if it develops a fault at any time within the first 12 months, please follow the instructions and complete the form here. Please ensure you have proof of purchase, e.g. email order confirmation and/or receipt, before attempting to make a claim.
Please note that if you purchased an Xitomer product via one of our dealers/stockists, you should contact them in the first instance to organise a return under warranty. Xitomer will not be held liable for returns on purchases made via a third party.
It is always the customer’s responsibility to ensure that delivery address details are entered correctly at the time of order and that an appropriate delivery day and time is selected so that the courier can successfully deliver your product(s) to you. If an item cannot be delivered to the address specified on the order or is refused on delivery and is subsequently returned to us by the courier, you will be refunded for the cost of the item but will be liable for the delivery costs incurred.
Please note that it is also the customer’s responsibility to ensure that the relevant import duties for the destination country are paid at customs. If the item(s) are refused at customs they will be returned to us and the customer is liable for all associated delivery costs, including any return import duties. The customer is also liable for any damage to the product that has been sustained in transit. Please be aware that some countries operate a refuse and destroy policy and Xitomer accepts no liability if the customer’s items are disposed of in the above circumstances.
While we will always do our best to highlight any known shipping delays in advance, external factors beyond the control of your chosen courier may affect the delivery of your order. You can use the tracking information provided to follow the location of your package, but should you be concerned about a significant delay, or should your order not arrive when expected, please contact us at firstname.lastname@example.org with your Xitomer order number and consignment details. Once a customer notifies us of a shipping delay, we will contact the relevant courier to request more information and will provide the customer with an update as soon as possible. Should we confirm that the package is lost in transit, or it is not delivered within 60 days from the date of despatch, we will provide a full refund. Unfortunately, we are unable to provide a refund until we have confirmed the location of your order with the relevant courier.
In the unlikely event that we have to recall one of our accessories for any reason, we will contact you to let you know and send you a replacement, free of charge. If we need you to return the faulty product, we will also cover the relevant postage costs.
You can ask for further advice by calling 15322202536, or email email@example.com. Please do not return a product to us before completing the relevant form.