Refund policy

RIGHT OF WITHDRAWAL & RETURN POLICY

This page sets out (i) the statutory right of withdrawal for consumers in the European Union, (ii) our voluntary return policy for all other cases, and (iii) the model withdrawal form. Statutory consumer rights remain unaffected. For the underlying contractual framework, please see our Terms of Service, Section 23 (Information for Consumers in the European Union).

1. STATUTORY RIGHT OF WITHDRAWAL FOR CONSUMERS IN THE EU

This Section 1 applies only to consumers within the meaning of Sec. 13 of the German Civil Code (BGB), i.e. natural persons who enter into the contract for purposes that are predominantly outside their trade, business, profession, or craft, and who reside in a Member State of the European Union. See also ToS Section 23.1.

1.1 Right of Withdrawal. You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire 14 days from the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods. In the case of a contract for multiple goods ordered by you in one order and delivered separately, the period expires 14 days from the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the last good.

To exercise the right of withdrawal, you must inform us:

xnor GmbH
Auf dem Hecken 8
65817 Eppstein
Germany
E-mail: x@xnor.tech
Phone: +49 6198 3060466

of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e‑mail). You may use the model withdrawal form set out in Section 5 below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

1.2 Effects of Withdrawal. If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us at xnor GmbH, Auf dem Hecken 8, 65817 Eppstein, Germany, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

1.3 Exclusions from the Right of Withdrawal. The statutory right of withdrawal does not apply, among other cases, to the supply of goods that are made to the consumer’s specifications or are clearly personalised, or to sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (Sec. 312g(2) BGB). Standard cables, harnesses, adapters and connectors offered in the xnor Shop are not excluded from the right of withdrawal.

2. VOLUNTARY RETURN POLICY (ALL OTHER CASES)

In addition to the statutory right of withdrawal above, we offer a voluntary 14-day return policy for all customers (including non-EU customers and business customers).

You have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it — unused, with all original parts, tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at x@xnor.tech. Returns must be sent to:
xnor GmbH, Auf dem Hecken 8, 65817 Eppstein, Germany.

For voluntary returns (i.e. returns that do not rely on the statutory right of withdrawal in Section 1), the buyer is responsible for all shipping costs. Please use tracking and insurance, as we are not responsible for lost or stolen packages during return shipment. The general rules on risk of loss are set out in our Terms of Service, Section 6 (Shipping and Delivery).

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

3. DAMAGES, DEFECTS, INCORRECT ITEMS & STATUTORY WARRANTY

Please inspect your order upon arrival and contact us immediately at x@xnor.tech if the item is defective, damaged, or incorrect, so that we can assess the issue and resolve it.

Consumers have a statutory warranty (Mängelhaftung) for material defects existing at the time of risk transfer for two (2) years from delivery under Sec. 434 et seq. BGB — further detail in our Terms of Service, Section 23.2. These rights cannot be excluded or shortened. Manufacturers’ guarantees, if any, apply in addition to and independently of the statutory warranty.

For defective, damaged, or incorrectly delivered goods, we will cover the costs of return shipping.

4. REFUNDS

Once we receive and inspect your return, we will notify you whether the refund has been approved. If approved, you will be automatically refunded via your original payment method without undue delay and in any event not later than 14 days from the day on which we are informed about your withdrawal (for statutory withdrawals) or have received and accepted the returned item (for voluntary returns).

Please note that it may take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received the funds, please contact us at x@xnor.tech.

5. MODEL WITHDRAWAL FORM

(Complete and return this form only if you wish to withdraw from the contract.)

To:
xnor GmbH
Auf dem Hecken 8
65817 Eppstein
Germany
E-mail: x@xnor.tech

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):

______________________________________________________________

Ordered on (*) / received on (*): _______________________________

Name of consumer(s): _________________________________________

Address of consumer(s): ______________________________________

Signature of consumer(s) (only if this form is notified on paper): _______________________

Date: ______________________________________________________

(*) Delete as appropriate.

6. ONLINE DISPUTE RESOLUTION & CONSUMER ARBITRATION

The European Commission provides a platform for online dispute resolution (ODR), available at: https://ec.europa.eu/consumers/odr/. Our e-mail address for this purpose is x@xnor.tech. See also Terms of Service, Section 23.3.

xnor GmbH is neither obliged nor willing to participate in a dispute resolution procedure before a consumer arbitration board within the meaning of Sec. 36 of the German Consumer Dispute Resolution Act (Verbraucherstreitbeilegungsgesetz, VSBG). See Terms of Service, Section 23.4.

Last updated: 28 May 2026