Return & Refund Policy

At XFUSION, we want you to feel confident in every purchase. Whether you're upgrading your suspension or dialing in your bike's setup, we're here to help make sure you have the right products.

If something isn't quite right with your order, we offer returns on eligible products within 30 days of delivery, with no restocking fees.

Return Eligibility

We accept returns on eligible products purchased directly from xfusionshox.us within 30 days of delivery.

To qualify for a return, products must meet the following requirements:

• Be in new, unused, and uninstalled condition.

• Include all original packaging, manuals, hardware, accessories, and components.

• Be free of scratches, installation marks, damage, or signs of use.

• Have a valid proof of purchase from XFUSION.

Products that have been installed, ridden, modified, or damaged after delivery are generally not eligible for standard returns.

All returned products are subject to inspection before a refund is approved.

Products purchased through independent bicycle shops, distributors, or other third-party retailers must be returned through the original seller according to their return policies.

How to Start a Return

To request a return, please contact us at support@xfusionshox.us within 30 days of receiving your order.

Include the following information:

• Your order number

• The product you would like to return

• The reason for your return

Our team will review your request and provide return authorization along with shipping instructions.

When available, XFUSION can provide a prepaid return shipping label for your convenience. The cost of the label will be deducted from your refund unless the return is due to an error on our part.

Please do not ship products back without receiving return authorization.

Unauthorized returns may be refused or returned to the sender at the customer's expense.

Return Shipping

For standard returns, customers are responsible for the cost of shipping the product back to XFUSION.

Customers may arrange their own return shipping using a trackable carrier or request a prepaid return shipping label from XFUSION when available.

If XFUSION provides a prepaid return label, the shipping cost will be deducted from the refund.

Original shipping charges paid at checkout are nonrefundable for standard returns.

If your original order qualified for free shipping, you will not be charged retroactively for the outbound shipping cost.

We recommend securely packaging all returned products and using a trackable shipping service to prevent damage or loss during transit.

Customers are responsible for ensuring that returned products arrive safely and in the required condition.

If the return is due to an incorrect, damaged, or defective product received from XFUSION, we will cover the applicable return shipping costs.

Exchanges

If you ordered the wrong product, size, suspension travel, spring rate, or specification, we're happy to help you find the correct replacement.

Please contact us at support@xfusionshox.us to discuss your exchange options.

Eligible products must meet the same condition requirements as standard returns.

Depending on product availability and the circumstances of the exchange, we may arrange a replacement or recommend returning the original product and placing a new order.

Customers are responsible for return shipping costs when exchanging products due to incorrect sizing, specifications, or a change of preference.

If an exchange is necessary because XFUSION shipped an incorrect or defective product, we will cover the applicable return shipping costs.

Damaged, Defective, or Incorrect Products

We take great care when preparing orders, but occasionally issues can occur.

Please inspect your shipment when it arrives.

If you receive an incorrect product or an item that arrives damaged or defective, contact us as soon as possible at support@xfusionshox.us.

Please include your order number, a description of the issue, and photographs of the product and packaging when applicable.

We will review the situation and work with you to determine the appropriate solution, which may include a replacement, repair, or refund.

Customers will not be charged return shipping fees for verified shipping errors, products damaged in transit, or products determined to have been defective upon delivery.

Installed or Used Products

XFUSION suspension products require proper installation and setup according to the bicycle manufacturer's specifications and XFUSION's technical guidelines.

Forks, rear shocks, dropper posts, springs, and other components that have been installed or used are generally not eligible for standard returns.

Signs of installation or use may include:

• Scratches or marks on mounting surfaces

• Evidence of hardware installation or removal

• Damage to steerer tubes, shock eyelets, or mounting interfaces

• Modifications to original components

• Wear or damage resulting from riding or improper installation

Products with suspected manufacturing defects may still qualify for warranty service regardless of standard return eligibility.

If you believe your product has a manufacturing defect, please contact us so we can help evaluate the issue.

All XFUSION suspension products are backed by a 2-year manufacturer's warranty. Please refer to our Warranty Policy for complete coverage details, exclusions, and claim procedures.

Non-Returnable Items

The following items are generally not eligible for standard returns:

• Products that have been installed, ridden, used, or modified

• Products damaged after delivery

• Products missing original packaging, hardware, or included accessories

• Custom-configured or special-order products

• Clearance or final-sale items identified as such at the time of purchase

• Gift cards

These restrictions do not limit applicable warranty coverage or rights provided by law.

If you're unsure about product compatibility, dimensions, suspension travel, spring rates, or mounting hardware, we encourage you to contact us before ordering.

We're happy to help you find the correct setup.

International Returns

We accept eligible returns from customers in Canada and Mexico under the same 30-day return policy.

For standard international returns, customers are responsible for:

• Return shipping costs

• Applicable return customs documentation

• Any brokerage, customs processing, or other fees associated with returning the product to the United States

Original international shipping charges paid at checkout are nonrefundable for standard returns.

Import duties and taxes collected on the original order may not be refundable through XFUSION. Refund eligibility for those charges depends on the applicable customs regulations and payment arrangements.

Customers should contact XFUSION before shipping an international return so we can provide the appropriate return instructions and help avoid unnecessary customs charges.

International returns sent without authorization or with unpaid customs or brokerage charges may be refused or subject to additional deductions where permitted by law.

For verified defective, damaged, or incorrectly shipped products, XFUSION will coordinate the appropriate return or replacement process and cover the applicable return shipping costs.

Refund Processing

Once your return arrives at our facility, we will inspect the product to confirm it meets our return requirements.

Approved returns are typically processed within 5–7 business days after receipt and inspection.

Refunds are issued to the original payment method used when placing the order.

For standard returns:

• No restocking fees will be charged.

• The cost of a prepaid return shipping label, if provided by XFUSION, will be deducted from the refund.

• Original shipping charges paid at checkout are nonrefundable.

• Products must meet our return eligibility requirements.

Once your refund has been issued, your bank or payment provider may require additional time for the funds to appear in your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us for assistance.

Refused or Undeliverable Shipments

Orders that are refused at delivery or returned due to incorrect shipping information, unsuccessful delivery attempts, or failure to complete required customs procedures may be subject to additional charges.

Any applicable return shipping, customs, brokerage, or carrier fees incurred by XFUSION may be deducted from the refund where permitted by law.

Refunds will be evaluated once the returned merchandise has been received and inspected.

Products that are abandoned, lost, or not returned to XFUSION due to customer refusal or failure to complete delivery requirements may not qualify for a refund.

If you experience a delivery issue, please contact us as soon as possible so we can help determine the best solution.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible at support@xfusionshox.us.

For orders shipping to Canada or Mexico, the configured cancellation-request window is 15 minutes after placing the order, provided the items have not been fulfilled. Please contact us immediately if you need to cancel.

For U.S. orders, please contact us before the order enters the fulfillment process to request cancellation.

Once an order has been packed, fulfilled, or shipped, cancellation may no longer be possible.

Orders canceled before shipment are eligible for a full refund.

If your order has already shipped, it must meet the standard return requirements outlined above to qualify for a refund.

Questions or Return Assistance

If you have questions about a return, exchange, refund, product compatibility, or warranty concern, our team is here to help.

XFUSION SHOX USA LLC

Email: support@xfusionshox.us