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Returns

At IXILUSA.com we make returns as easy as possible. Our mission is to provide you with the best products and the best service in the industry. We understand that sometimes, customers change their minds about products that they order or simply do not need them anymore. We also know that customers are cautious about Return Policies since they are often tricky and misleading. Our goal is to make the return or exchange process trustworthy and as simple as 1-2-3.

 

Return Policy

 

  •                 Products must be in original packaging and in a new and unused condition.
  •                 Any product that was used or fully/partially installed is non-returnable/non-refundable.
  •                 Return Shipping Fees are non-refundable.
  •                 All returns must be made via our Return Procedure with a valid RMA form.
  •                 You may cancel an order anytime prior to shipment. (ALL Special Order Parts are not able to canceled.)

Please note: If you recieved an item in error the return shipping cost is fully covered by IXILUSA.com

 

Return Procedure

To return a product you must first request a Return Merchandise Authorization (RMA). The RMA form will include an exact return address and detailed instructions on how to return a product. You may request an RMA using the following methods:

  •                 Email RMA@IXILUSA.com
  •                 Call customer service @ 317-284-1348

Please let us know which particular item(s) you would like to return and the reason. You will receive an email with an RMA form attached. Please allow 24 to 48 hours for processing your RMA.

 

Exchange Procedure

There are 2 ways you can go about exchanging a product:

Option 1 (Slower) – Use the standard return procedure to request an RMA for the part you need exchanged. In your request please specify the exact item(s) you would like to exchange. Upon receipt of your returned product we will process an exchange and ship the new part. If there is difference in price, you will be either refunded or charged the difference.

Option 2 (Faster) – Order the new part online or over the phone so it can be shipped to you right away. Then request an RMA using a standard Return Procedure for the part you would like to return. Upon return of the part a refund will be issued promptly.

 

Defective, Damaged, or Incorrect Products

  • PLEASE NOTE : IF YOUR PART IS DAMAGED UPON ARRIVAL DO NOT INSTALL THE PART CONTACT OUR RETURNS DEPARTMENT FIRST. WE ARE UNABLE TO WARRANTY ANY PART WHICH HAS BEEN INSTALLED FOR PHYSICAL DAMAGE.

We all know that accidents can happen. If your product(s) arrive defective, damaged, or simply incorrect, please contact our customer service department as soon as possible. Please do not attempt to use or install the part! We will send you a replacement part and provide you with a prepaid return label to return the defective part. Product(s) must be returned to us within 30 days. If a shipping courier caused the damage, we will schedule a damage pick up by the courier.

When a replacement part is requested to be shipped prior to the return of original merchandise, we must temporarily authorize your credit card until the original merchandise is returned.

 

Order Cancellations

When you request a cancellation of an order or a part, please note that it takes time from 24 to 48 hours to cancel an order. This process involves voiding orders in our computer systems, removing items from backorder logs, having operations personnel pull items from production schedules and sometimes-stopping orders at the shipping dock. Also note that sometimes products ship more quickly than expected, so we recommend that you do not purchase alternative products until receiving final confirmation of your cancellation.

 

Refunds & Credits

After we accept your return, you will be issued a refund via the same payment method as you had originally used to place the order (Credit Card, PayPal). The refund amount will be composed of the original purchase price minus shipping charges where applicable. You will be sent an email confirming receipt of the return and your credit. Please allow from 2-5 business days for the credit to appear on your account.

IXILUSA.com will not refund any labor charges or installation fees under any conditions. IXILUSA.com will also not offer reimbursement for any damage acquired during installation or any other use of a product.


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What Our Customers Are Saying

Lightning Fast Shipping. Top Notch Customer Service, the quality of my new L3XB is spot on, beautiful welds, slick black finish and love the matte silver end caps. I would recommend Ixil USA to all my friends. Simply satisfied is all I can say. Thanks Ixil USA.

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