Scope and Definitions

1. Applicable Consumers

This policy applies only to consumers within the EU who purchase Xylon bags for non-commercial purposes (i.e., natural persons whose purchase is unrelated to their trade, commerce, craftsmanship, or professional activities).

2. Applicable Products

All brand-new, unused Xylon brand bags that meet the requirements of this policy, including fashion women's bags, business men's bags, casual backpacks, travel bags, etc.

No-Reason Return Right (Cooling-Off Period)

1. Cooling-Off Period

After purchasing bags from Xylon, you are entitled to a 14-day "cooling-off period" for no-reason returns. The cooling-off period is calculated from the date you receive all ordered products; if the order contains multiple packages and is delivered in installments, the date of receipt of the last package will be used as the starting point.

2. Return Conditions

To ensure you can successfully enjoy the no-reason return right, the returned bags must meet the following conditions:

• (1) The product is in brand new, resaleable condition, unused, undamaged, and free of stains, scratches, or other marks;
• (2) The original packaging of the product is intact, and all accessories (such as labels, tags, dust bags, instructions, and accessories) are complete;
• (3) Only necessary inspections of the product are allowed (such as opening the packaging to check and trying it on for fit), and the product must not affect its resale (for example, the suitcase can only be tested indoors and cannot be taken out for use).

3. Return Process

Quality Issues, Replacement, and After-Sales Guarantee

1. Quality Guarantee Period

Within 2 years from the date you receive the product, if the Xylon bag has quality issues that do not conform to the contract (such as material defects, workmanship flaws, functional malfunctions, etc., and not caused by improper use), you are entitled to free repair, replacement, refund, or price reduction. If the product is repaired, the quality guarantee period will be extended by an additional 12 months.

2. Quality Judgment Standards

Product quality must meet the following requirements: possessing the quality, durability, functionality, safety, and compatibility expected of similar products; and complying with the public commitments made by Xylon in advertisements, labels, or product descriptions.

3. Replacement and Remedial Process

• (1) Apply for After-Sales Service: After discovering a product quality issue, you must promptly contact us at business@xylonwwt.com, providing the order number, product photos (clearly showing the quality issue), and a detailed description. We will communicate with you and verify the issue within 5 business days.
• (2) Remedial Options: We will prioritize providing free repair or replacement services. If repair or replacement is not feasible or practical, you may choose a full refund or a corresponding price reduction. Before providing remedial measures, we will clearly inform you of the available options and the extension of the quality guarantee period.
• (3) Logistics and Acceptance: Xylon will bear the logistics costs for returning the product when exchanging or repairing it. After receiving the problematic product and confirming the quality issue, we will arrange repair or send a brand new replacement product as soon as possible (repairs will generally be completed within a reasonable timeframe and will not cause you significant inconvenience). If a temporary replacement product is required (such as during the repair of a suitcase), we will provide it free of charge.

Circumstances under which returns or exchanges are not accepted

Dispute Resolution and Support

Policy Updates and Notifications

Contact Information