Refund policy
30-Day Returns
At Xileto, your satisfaction is our priority. If you’re not completely happy with your purchase, we offer a simple and transparent 30-day return process to make things easy for you.
Return Policy Overview
Return Window
You may return eligible items within 30 days of receiving your order.
Item Condition
Returned items must be unused, in their original condition, and include all original packaging, accessories, tags, and documentation.
Hassle-Free Returns
Our customer support team is here to guide you through the return process every step of the way.
Return Shipping Costs
Defective or Incorrect Items
There is no cost to you if the item is defective, damaged during transit, or if an incorrect item was sent. Xileto will cover the return shipping in these cases.
Change of Mind / Customer Remorse
If you’re returning an item due to a change of mind (for example: ordering the wrong product, incorrect sizing, or no longer needing the item), the customer is responsible for the return shipping cost.
Please note: original shipping fees are non-refundable.
How to Return an Item
Contact Us
Email our support team at info@xileto.com with your order number and reason for return.
Prepare Your Return
Securely repack the item in its original packaging, including all accessories, tags, and inserts.
Send It Back
Follow the instructions provided in your return authorization email and drop off your package at the designated carrier location.
Refund Process
Inspection
Once we receive your return, our team will inspect the item to ensure it meets our return requirements.
Refund Issuance
Approved refunds will be processed within 7 business days. Depending on your bank or payment provider, it may take additional time for the funds to appear in your original payment method.
Exchanges
Need a different size, color, or product? We’re happy to help. Contact our support team, and we’ll assist you with a fast and smooth exchange.
Non-Returnable Items
For hygiene and safety reasons, certain products may not be eligible for return. Any non-returnable items will be clearly identified on the product page before purchase.
Need Help?
If you have any questions, please visit our FAQs page or contact our customer support team.
Contact Information
Store Name: Xileto
Address: Westmark Tower, 1 Newcastle Place, London, Greater London, W2 1DB
Email: info@xileto.com
Phone: +44 7587 495 899
Customer Support Hours:
Monday – Friday: 9:00 AM – 5:00 PM (EST)
We aim to respond to all inquiries within 1–2 business days.