Return Policy

Effective Date: January 1, 2025

At Xylo Bikes, LLC, we stand behind the quality of our wooden bicycles. If you’re not completely satisfied with your purchase, we offer a 30-day return policy under the following conditions:

1. Eligibility for Returns
You may return your bicycle or accessories within 30 days of the delivery date if:

• The item is unused, in its original condition, and in original packaging.
• The item is free from damage, wear, or modifications.
• You provide proof of purchase (receipt or order confirmation).
• Xylo Bikes reserves the right to refuse a return if the product is not in resalable condition or fails to meet eligibility criteria.
• If a return is denied, the customer will have the option to have the product shipped back at their expense.

2. Return Process
To initiate a return:

• Contact our customer support team at info@xylobikes.com with your order details.
• We will provide you with a Return Authorization Number (RAN) and return instructions.
• Securely pack the item and ship it to the address provided.
• Returns must be shipped within 7 days of receiving the Return Authorization Number (RAN).

3. Return Shipping

• Customers are responsible for return shipping costs unless the item was received damaged or defective.
• We recommend using a trackable shipping service to ensure safe delivery.
• Xylo Bikes is not responsible for lost or damaged returns during transit.
• If a return is lost or damaged in transit, Xylo Bikes is not liable, and the refund may not be issued.
• Customers should consider purchasing shipping insurance for high-value returns.

4. Refunds & Processing Time

• Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
• Approved refunds will be processed within 5-7 business days to the original payment method.
• Shipping fees (if applicable) are non-refundable
• If a returned item is not in its original condition (e.g., missing parts or damaged packaging), a restocking fee of up to 15% may apply.
• Refunds will not be issued for items that are damaged due to improper return packaging.

5. Non-Returnable Items

• Customized or personalized bicycles.
• Clearance or final sale items.
• Items that show signs of use, damage , or modification after delivery.
• Bicycles that have been fully or partially assembled by the customer after delivery may not be eligible for return unless they are defective.

6. Exchanges

• If you received a defective or incorrect item, please contact us within 7 days of delivery. We will arrange for an exchange at no additional cost.
• Exchanges are only available for defective or incorrect items and cannot be made for a different model, size, or customization.
• If an exact replacement is unavailable, the customer will be offered a store credit or refund.

7. Contact Us
For any return-related inquiries, reach out to:
Email: info@xylobikes.com