SAV/Retours : Toutes vos questions !

In the context of a withdrawal, the return costs are your responsibility as defined in the general conditions of sale validated by you before purchase.

Buy without stress, you will have 14 days, after receipt of the products, to return them to us if you change your mind.

Please note, however, that products that have been used for any purpose other than a test cannot be returned to us, the same for products sealed in blister packs.

To make your return request, you have no particular message to send us.

ACCORDING TO LEGISLATION, THE CUSTOMER HAS A WITHDRAWAL PERIOD OF 14 DAYS FOLLOWING RECEIPT OF HIS ORDER (postmark as proof); IF THIS PERIOD IS EXCEEDED, XENLED.COM MAY REFUSE THE RETURN FOR THE REASON OF WITHDRAWAL and no refund can be issued, in this case you must contact the customer service of the company in order to know the commercial possibilities that we can put in place.

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The return :

- Carefully prepare and protect your package, do not write anything on the package.

- The product must be reusable, ANY PRODUCT WITH FITTING MARKS OR SCRATCHES WILL BE REFUSED. If the packaging is not reusable, we will have to charge you for the packaging with a maximum of €5 for products with FRANCE-XENON or XENLED packaging, for third-party brand products (Philips, Osram....), any product with unsealed or torn packaging cannot be taken back and will be made available to the customer.

RETURN COSTS ARE THE RESPONSIBILITY OF THE CUSTOMER AS DEFINED IN THE CGV.

Remember to attach with your package or Tracked Letter:

A letter containing your exact contact details, recalling your order number and the reasons for your return.
The purchase invoice

The return address is:

XENLED.COM

CS 50020

42420 LORETTE

FRANCE

If you have any questions, do not hesitate to let us know directly via the contact form.

As a preamble, we invite you to contact us via our contact form if you encounter a problem with a product. We may have the solution to solve it quickly (connection error, anti-error advice...) etc.

Eligibility:

We first invite the customer to check if his product is still under the manufacturer's warranty at the time of the breakdown, the default warranty on the site is 1 year minimum (products considered as consumables) excluding the additional commercial warranty displayed clearly on the description of the product in question.

Certain special guarantees, in particular the 10-year Osram or Philips guarantees, are managed directly by the manufacturer if you have registered your product on their site after purchase. We cannot be held responsible in the event of non-registration of the extended warranty by the customer with the brand.

Procedure :

- Carefully prepare and protect your package, do not write anything on the package

- Be sure to return the entire product out of service: think of cords, software, remote controls, etc.

Remember to attach a letter with your package containing your exact contact details, stating your order number and the reasons for your return. The return address is:

XENLED.COM

CS 50020

42420 LORETTE

Please note: we advise you to return your parcel by COLISSIMO or by LETTER FOLLOWED (3cm thick). La Poste provides you with a tracking number. Keep this number well because in case of non receipt of this package by XENLED you will have to contact your post office with this number so that they can research your package. This number will also allow you to send proof of delivery to XENLED in the event of a dispute.

EXPRESS deliveries such as Chronopost, TNT, FEDEX, DHL as well as deliveries to relay points are not accepted.

RETURN COSTS ARE THE RESPONSIBILITY OF THE CUSTOMER AS DEFINED IN THE CGV.

Note: you can refuse the package at the time of delivery (for error in the order, defective product, etc.). But you will have to wait for the time of receipt of your package by the return services and the time of its treatment, which will lead to a reshipment, a purchase voucher or a refund according to your choice.

It is important to imperatively check your order upon receipt of your parcel. Check the quantities and models that you have ordered. Please check this order before installation on your vehicle.

We are sorry that a product is missing from your package. However, our teams prepare your parcels with the greatest care.

Upon receipt, was your package damaged or repackaged? Have you been able to check the inside of your box, as well as the stuffing paper? Your product may be there.

If this does not work, we invite you to send us, via our contact form, a photo of the delivery box with the products in it as well as a photo of the package with the transport label clearly visible.

Our logistics teams will then be able to define the origin of this error. Once this photo has been received, we can process your request.

ATTENTION: Your complaint must be made within 48 hours of receipt of your order.

NO complaint will be taken into account if all these conditions are not met.