Return & Refund Policy

1. Order Modification & Cancellation

1.1 Standard, Non-Customized Products

For standard stock products, please contact service@xodbrakes.com as soon as possible and preferably within 12 hours after placing the order if you need to request a change or cancellation.

• A cancellation is not complete until XOD Brakes confirms it in writing.
• If the order has already entered warehouse fulfillment, been handed to a carrier or been dispatched, we may be unable to cancel or modify it.
• After dispatch, an eligible unwanted item must follow the return process in this policy rather than the pre-shipment cancellation process.
• Approved pre-shipment cancellations are refunded to the original payment method.

1.2 Customized or Made-to-Order Products

Customized hydraulic brake products follow the special rules in Section 2. A custom order may become non-cancellable before shipment once the final specifications have been confirmed and customization or production preparation has started.

2. Customized / Made-to-Order Hydraulic Brake Products

XOD Brakes supports vehicle-specific hydraulic brake configurations because electric scooters, e-bikes, electric trikes, electric motorcycles and other light electric vehicles can require different hose lengths, lever interfaces, sensor connectors, caliper layouts and internal configurations.

2.1 What Counts as a Customized Product?

A product may be considered customized or made to order when it is prepared or modified according to customer-specific requirements, including one or more of the following:

2.2 Written Customization Confirmation

Before a custom order begins, our support team may confirm the vehicle model, wheel position, hose length, brake lever connector, sensor connector, caliper direction, piston configuration, estimated preparation time and other relevant specifications.

For the purpose of custom-order confirmation, written confirmation may include email, WhatsApp messages, website chat records or other written communication between the customer and XOD Brakes.

2.3 When a Custom Order Becomes Non-Cancellable

1. The customer provides vehicle information and customization requirements.
2. XOD Brakes reviews the information and confirms the proposed specifications and estimated preparation time.
3. The customer confirms the final specifications in writing.
4. XOD Brakes confirms that customization, preparation or production has started.

2.4 Customer-Provided Incorrect Information

The customer is responsible for checking the information and specifications they provide or approve. If XOD Brakes supplies a customized product that matches the customer's confirmed written specifications, an incompatibility caused by incorrect customer-supplied information is not treated as a wrong-item shipment or XOD manufacturing error.

Examples include an incorrect vehicle version, hose length, connector type, sensor type, wheel position, caliper orientation, piston configuration or misleading/incorrect reference photos supplied by the customer.

2.5 If XOD Brakes Makes a Customization Error

If the delivered custom product materially differs from the final specifications confirmed in writing and this prevents normal installation or intended use, please contact us with photos or video evidence.

Depending on the verified issue, XOD Brakes may provide technical support, the correct connector or component, a remake/replacement, or a refund where an appropriate remedy cannot reasonably resolve the problem.

This custom-order section does not limit rights relating to defective or non-conforming goods that cannot legally be excluded.

3. Standard Product Return Eligibility

3.1 Verified Manufacturing Defects or Faults

Please report an apparent manufacturing defect as soon as reasonably possible. For our initial return and defect-resolution process, we recommend contacting us within 30 calendar days of delivery with the order number plus clear photos or videos showing the issue.

• Verified covered defects may qualify for troubleshooting, replacement parts, replacement, repair support or refund as appropriate.
• Reasonable return shipping costs for a verified XOD-covered defect are borne by XOD Brakes where required.
• The 30-day initial handling window does not reduce any statutory rights or separate rights under the XOD Warranty Policy .

3.2 Wrong Item Sent by XOD Brakes

If the item received does not match the product or configuration ordered, please contact us promptly and preferably within 7 calendar days of delivery.

Keep the item unused, uninstalled and unmodified, and retain the packaging and accessories where reasonably possible.

After verification, XOD Brakes will provide an appropriate correction, which may include return instructions, a replacement or another agreed remedy. Mandatory consumer rights remain unaffected.

3.3 Change of Mind / Buyer's Remorse

For eligible standard, non-customized products, we accept change-of-mind return requests within 14 calendar days of delivery, subject to the conditions in this policy and any applicable mandatory law.

• The product must be unused, uninstalled, unmodified and complete, except for reasonable inspection permitted by applicable law.
• The customer must request return authorization before shipping the product back.
• The customer is responsible for arranging and paying the direct international return shipping cost for a customer-initiated return.
• Possible customs, brokerage, clearance or handling charges may also arise during an international return and are addressed in Section 5.

3.4 Customer Ordered the Wrong Standard Model or Size

If you selected the wrong standard product without written fitment confirmation from XOD Brakes, the item may still be eligible for return if it remains unused, uninstalled and unmodified.

The customer is responsible for direct return shipping and any customer-responsible customs-related costs actually incurred.

Before ordering, review the XOD Hydraulic Brake Compatibility FAQ or contact support with clear vehicle and brake-layout photos if fitment is uncertain.

4. Product Condition Requirements & Restricted Returns

4.1 Unused / Uninstalled Products

For a voluntary change-of-mind return, the product should remain in a condition suitable for inspection and resale, with all main parts, accessories and included components present.

Opening the package alone does not automatically make an item ineligible where applicable law allows reasonable inspection.

4.2 Installed, Used or Modified Hydraulic Brakes

The following conditions are generally not eligible under our voluntary change-of-mind return policy because they materially alter the original condition or value of the product:

• Brake kit installed on an e-bike, electric scooter, trike, electric motorcycle or other vehicle.
• Hydraulic hose cut, shortened, re-routed or permanently altered.
• Olive, barb/insert, compression fitting or connector replaced or modified.
• Hydraulic system opened, disconnected, filled, drained or bled.
• Brake lever wiring, power-off sensor wire or connector cut or modified.
• Caliper, master cylinder or internal piston configuration disassembled or altered by the customer.
• Visible installation marks, damaged threads, scratches, contamination, oil leakage caused by installation, missing components or other customer-caused damage.

For installation and hose-handling guidance, review the XOD Hydraulic Brake Installation & User Manual before cutting, bleeding or modifying any brake component.

5. International Return Shipping, Customs & Clearance Costs

5.1 Customer-Arranged Return Shipping to China

For a customer-initiated return, the customer must normally arrange shipment with a suitable logistics provider and send the approved return parcel to the China return address provided by XOD Brakes.

Do not ship any parcel before receiving return authorization and the correct return instructions.

5.2 Estimated International Return Shipping Cost

For many common small parcels, international return shipping may be approximately EUR 20-50 / USD 20-50.

This is an estimate, not a fixed fee. Actual cost can be lower or higher depending on the country, carrier, service level, parcel weight, parcel dimensions and current logistics rates.

5.3 Possible Customs, Brokerage or Clearance Charges

International return shipments may be subject to customs clearance, brokerage, carrier handling, import/re-entry or similar charges depending on the carrier and customs authorities.

These charges are not automatically imposed on every return and are not controlled by XOD Brakes.

• For a customer-initiated return, the customer is responsible for such charges to the extent they are actually incurred and legally chargeable to the customer.
• For a verified XOD shipping error, confirmed covered defect or verified XOD customization error, XOD Brakes will bear reasonable necessary return-related costs as required by applicable law or our approved remedy.
• Customers must provide accurate customs information and must not falsify product descriptions, values or shipment purpose.

5.4 No Freight-Collect or Cash-on-Delivery Returns Without Approval

Return parcels sent freight-collect, cash-on-delivery, or with unpaid shipping or charges may be refused unless XOD Brakes approved that arrangement in writing before shipment.

6. Delivery & Logistics Exceptions

6.1 Carrier Loss or Serious Transit Damage

If tracking or reasonable evidence confirms that a parcel was lost in transit or arrived seriously damaged due to carrier handling, contact us promptly.

After verification, XOD Brakes will provide an appropriate remedy in accordance with applicable law and any relevant shipping protection coverage.

6.2 Incorrect Address Provided by the Customer

If delivery fails or additional logistics costs are created because the customer supplied an incomplete or incorrect address, the customer may be responsible for reasonable re-delivery, return or related logistics costs where legally permitted.

6.3 Refused or Unclaimed Parcels

Refusing an intact parcel or failing to collect a parcel does not automatically create a free-return entitlement.

Where legally permitted, actual reasonable outbound/return logistics costs and customs-related costs caused by a customer refusal or failure to collect may be deducted from an otherwise eligible refund.

7. How to Start a Return

1. Submit your request: Email service@xodbrakes.com with your order number, return reason and requested resolution.
2. Provide evidence: If relevant, include clear photos or videos showing the product condition, compatibility issue, defect or incorrect item.
3. Receive return authorization: XOD Brakes will review the request and provide the approved return address and return instructions if the item is eligible.
4. Arrange shipment: Pack the product securely and use a trackable international shipping method. Customer-initiated returns are shipped at the customer's direct cost.
5. Send tracking details: Email the carrier name, tracking number and, if requested, the shipping receipt.
6. Warehouse inspection: After arrival, XOD Brakes checks the returned product before final refund approval.

8. Return Inspection, Refund Calculation & Processing

8.1 Inspection After Return

Returned products may be checked against the order record and, where applicable, model/SKU, identifiable product characteristics, hose condition, connector type, sensor configuration, caliper condition, piston configuration, installation marks, included components and reported issue.

8.2 Refund Adjustments Where Legally Permitted

For an eligible return, the refund may be adjusted only where permitted by applicable law.

Potential adjustments can include documented customer-responsible return costs, actual customer-responsible customs/clearance charges, missing components, or diminished value caused by handling beyond what is reasonably necessary to inspect the goods.

XOD Brakes does not use a blanket fixed restocking fee for every opened product. Any deduction must be based on the applicable circumstances and legal rules.

8.3 Refund Timing and Method

For voluntary returns, we generally initiate an approved refund to the original payment method within 5 business days after the return inspection is completed.

Where mandatory withdrawal law sets a different reimbursement deadline or allows reimbursement to be withheld until the goods or shipment evidence are received, the applicable statutory rule prevails.

9. Product Exchange Policy

Due to international logistics complexity, XOD Brakes generally does not process direct one-for-one exchanges for customer ordering errors.

If an eligible standard product was ordered incorrectly, please follow the approved return process and place a new order for the correct product.

If XOD Brakes sent the wrong item or a verified custom configuration is incorrect because of an XOD error, we may use replacement or remake as part of the appropriate remedy.

10. Warranty Claims Are Different From Returns

A return request and a warranty claim are not the same process. The 14-day change-of-mind return rules for eligible standard products do not define the full duration of product warranty or statutory rights relating to faulty goods.

For manufacturing defects, hydraulic component warranty coverage, hose-related exclusions and claim evidence requirements, please review the XOD Warranty Policy .

11. Helpful XOD Support Resources

Checking compatibility and installation requirements before ordering can help prevent incorrect purchases and avoid unnecessary international returns.

12. Return & Refund FAQ

13. Contact XOD Brakes & Return Address

For return authorization, compatibility questions, customized brake confirmation or after-sales support, contact XOD Brakes before shipping or modifying the product.

This is not a walk-in retail return counter. Contact XOD Brakes and obtain return authorization before sending any parcel.