1. Our remedy principle
Xahelo sells many custom or made-to-order parts. A custom part can have little or no resale value, but customers should still receive the part and service they were promised.
This policy is designed to distinguish change-of-mind cancellations from problems caused by a Xahelo manufacturing error, a verified compatibility error, shipping damage, or another issue for which a remedy is appropriate.
2. Cancellation before production authorization
If production has not been authorized or custom manufacturing has not begun, contact Xahelo promptly to request cancellation. When cancellation is accepted before work that creates a nonrecoverable custom cost has begun, Xahelo will ordinarily cancel and refund the applicable amount.
Payment status alone does not mean production has been authorized.
3. Custom and made-to-order items
After custom engineering or manufacturing has begun, an order generally cannot be returned solely because the customer changed their mind, no longer needs the part, prefers a different appearance, or supplied the wrong model, measurement, CAD, or specification.
This custom-order rule does not apply when a return, refund, repair, replacement, or other remedy is required by law or when the issue qualifies under this policy.
California law contains a refund-policy disclosure rule with an exception for customized goods received as ordered. Xahelo nevertheless presents its Refund & Remake Policy before payment and does not use the custom-goods exception to erase remedies for a defective, misdescribed, wrongly fulfilled, unsafe, or otherwise legally nonconforming product.
4. Manufacturing defects or wrong fulfillment
Contact Xahelo if the delivered item materially differs from the approved design or order specification because of Xahelo's manufacturing or fulfillment error, including a wrong material, wrong quantity, wrong part, material print/manufacturing defect, or material dimensional deviation outside an expressly agreed tolerance.
Xahelo may request photos, measurements, packaging information, or return of the affected part when reasonably necessary to diagnose the issue.
When Xahelo confirms responsibility, the ordinary remedy may include a remake, replacement, repair where appropriate, or refund. Xahelo will not charge a restocking fee for a confirmed Xahelo defect.
5. Fit and compatibility problems
If Xahelo sold a catalog part with an express verified-compatibility representation for the customer's stated model and the part materially does not fit as represented, contact Xahelo for review and an appropriate remedy.
For custom reverse-engineering work, fit can depend on the evidence provided. Xahelo may request additional photos or measurements and may offer a redesign or remake where appropriate.
If the problem resulted from materially inaccurate customer-supplied dimensions, CAD, model information, undisclosed modifications to the original product, or use outside the agreed scope, additional engineering or manufacturing charges may apply.
6. Shipping damage, loss, or wrong delivery
If an item arrives damaged, retain the packaging when reasonably possible and contact Xahelo promptly with photographs of the part and packaging.
If tracking shows delivery but the package cannot be located, contact the carrier and Xahelo promptly so the delivery can be investigated.
7. When and how to report a problem
Report visible manufacturing, shipping, or fit issues as soon as reasonably possible after delivery, preferably within 30 days, so evidence is available and a remedy can be handled efficiently.
The preferred reporting window is not intended to eliminate a statutory warranty, defect, recall, fraud, personal-injury, or other right that applicable law says cannot be shortened or waived.
Contact support@xahelo.com and include the order number, a concise description of the issue, and relevant photos or measurements. Do not send unnecessary sensitive personal information.
8. Refund processing
Approved refunds are returned to the original payment method when reasonably possible. Bank and card-provider posting times are outside Xahelo's direct control.
When federal or state law requires a refund by a particular deadline or method, Xahelo will follow the applicable requirement.
For a permitted return or cancellation, Xahelo will process any refund due within the time and by the method required by applicable law. This policy does not lengthen a legally required refund deadline.
Taxes and shipping charges are refunded when required by law or when they are part of the approved remedy for the affected transaction.
9. Problems not caused by Xahelo
- Damage caused by misuse, impact, overloading, excessive heat, incompatible chemicals, improper installation, or use outside disclosed conditions.
- Changes, drilling, machining, melting, solvent exposure, or other modification after delivery that caused the failure.
- Normal wear expected for the material and use.
- Failure of another component in the customer's product.
- A customer-supplied design defect when Xahelo was engaged only to manufacture the supplied design and did not expressly accept design responsibility.