Seller: Xylaris OÜ

Registry code: 17292969

Address: Tallinn, Haabersti linnaosa, Kotlepi tn 7

Email: info@xylaris.eu

For all return, refund, delivery damage, or warranty questions, please contact Xylaris first. Do not send products back before receiving return instructions from us.

If you are a consumer and you purchased a product online from Xylaris, you may have the right to withdraw from the purchase within 14 days of receiving the product.

You do not need to give a reason for withdrawal.

To exercise the right of withdrawal, you must notify Xylaris within the withdrawal period by sending a clear statement to:

info@xylaris.eu

Please include your order number, name, contact details, and the product you wish to return.

Simply refusing delivery, not collecting a parcel, or sending a product back without notifying us may not be sufficient to exercise the right of withdrawal.

To request a return, please email info@xylaris.eu with the following information:

• Order number
• Customer name
• Product name
• Reason for return, if applicable
• Photos or videos, if the product was damaged, defective, or incorrectly delivered
• Serial number, where applicable

After reviewing your request, Xylaris will provide return instructions. Some returns, warranty claims, or replacements may require processing through a supplier, distributor, manufacturer, or authorized service center.

Please do not return any product before receiving instructions from Xylaris.

Returned products must be packed securely and returned with all accessories, manuals, cables, original parts, and packaging where possible.

You may inspect the product in a way that is necessary to determine its nature, characteristics, and functioning. If the product has been used or handled beyond what is necessary for inspection, Xylaris may reduce the refund where permitted by law.

Products should be returned in a condition suitable for safe transport. If the original manufacturer packaging is not available, the product must be packed in packaging that protects it properly during transport.

For change-of-mind returns under the 14-day withdrawal right, the customer is usually responsible for the direct cost of returning the product, unless Xylaris agrees otherwise.

If the product is defective, damaged during delivery, incorrect, or otherwise subject to a valid consumer protection claim, return shipping and handling will be assessed separately according to the nature of the claim and applicable law.

We recommend using a tracked shipping method when returning products.

After a valid withdrawal request, eligible refunds will be processed within the legal refund period.

Xylaris may withhold the refund until the returned product has been received or until the customer has provided proof that the product has been sent back.

Refunds are normally issued using the same payment method used for the original purchase, unless otherwise agreed.

If the full order is withdrawn, standard delivery costs paid for the original delivery may be refunded where required by law. Additional delivery costs resulting from a delivery method chosen by the customer that was more expensive than the standard delivery option may not be refunded.

When receiving a shipment, please inspect the package before signing or confirming delivery.

If the package is visibly damaged, opened, incomplete, or the number of packages does not match the delivery documents, please do one of the following:

• Refuse the shipment in whole or in part; or
• Accept the shipment only after noting the damage or discrepancy with the courier, on the courier device or delivery document where possible.

Please take photo or video evidence before unpacking the shipment. The evidence should show:

• The full shipment before unpacking
• The damaged area of the outer packaging
• Any damaged inner packaging
• The specific product damage, if visible
• Package labels and tracking information where possible

Please report delivery damage, missing items, or incorrect products to Xylaris immediately, and preferably within 72 hours or 3 working days of receipt. Timely reporting helps us open a delivery claim with the carrier, supplier, or distributor.

If a product appears to be faulty, defective, or not working as expected, please contact Xylaris at:

info@xylaris.eu

Please include:

• Order number
• Product name
• Serial number, if available
• Description of the issue
• Photos or videos showing the issue, if applicable
• Any error messages, test results, or diagnostic information
• Information about how and when the issue appeared

Xylaris will review the request and provide instructions. Depending on the product and warranty provider, the claim may be processed by Xylaris, a supplier, distributor, manufacturer, or authorized service center.

Do not send a product for warranty service before receiving instructions from Xylaris.

If a product must be sent for inspection or warranty service, it should be complete, securely packed, and, where possible, packed in the manufacturer’s original packaging.

Before sending devices such as computers, storage devices, or other electronic equipment for service, please remove passwords, disconnect active accounts, and back up personal data where possible. Xylaris is not responsible for loss of customer data unless required by law.

After inspection, a defective product may be repaired, replaced, refunded, credited, or otherwise resolved according to applicable consumer law, manufacturer warranty terms, and the result of the inspection.

If no defect is found, or if the issue was caused by misuse, incorrect installation, liquid damage, mechanical damage, unauthorized modification, damaged warranty seals, missing serial numbers, or other exclusions, the claim may be rejected.

This does not affect any mandatory consumer rights that apply by law.

The right of withdrawal may not apply to certain products or situations, including where allowed by law:

• Products made to the customer’s specifications or clearly personalized
• Digital content or software downloads where performance has begun with the customer’s consent
• Sealed software, license products, or activation codes that have been opened, revealed, activated, or used
• Products damaged due to misuse, incorrect installation, liquid damage, mechanical damage, or unauthorized repair
• Products missing essential accessories, parts, serial numbers, or warranty seals, where this affects resale, inspection, or warranty handling

Defective products are handled separately from change-of-mind returns.

If a shipment cannot be delivered because the customer provided incorrect or incomplete delivery information, additional delivery or return costs may apply.

If a parcel is not collected from a parcel terminal, post office, or pickup point within the allowed storage period, it may be returned. In such cases, additional shipping or handling costs may apply.

If the shipment was not delivered because of an issue caused by the carrier, supplier, or Xylaris, we will review the situation and provide an appropriate solution.

If the customer is purchasing as a business, company, reseller, or professional user, consumer withdrawal rights may not apply.

Returns, delivery claims, and warranty claims for business customers may be handled according to the applicable agreement, supplier terms, manufacturer warranty conditions, and applicable law.

Some products sold by Xylaris may be shipped, inspected, repaired, replaced, or processed through supplier, distributor, manufacturer, or authorized service center partners.

Xylaris remains the customer’s contact point for return and warranty requests made through the Xylaris online store.

Customers should always contact Xylaris first and wait for instructions before sending products back.