Limited Warranty

Warranty period

The warranty period starts on the date shown on the original proof of purchase. A repair or replacement does not restart or extend the original warranty period unless applicable law requires otherwise.

What is covered

This limited warranty covers defects in materials or workmanship that arise during normal, intended use of an eligible Xilo-branded product during the warranty period.

Coverage applies to the original purchaser and requires valid proof of purchase from Xilo or an authorised Xilo seller. Products should retain a readable serial number and must not have been reported lost or stolen.

What is not covered

This warranty does not cover:

• accidental damage, drops, impact, liquid, fire, extreme temperature, or improper storage;
• misuse, neglect, abuse, unauthorised modification, or use outside published instructions;
• repairs, opening, or servicing by anyone not authorised by Xilo;
• cosmetic wear, scratches, dents, discolouration, or normal ageing that does not affect function;
• consumable wear and expected battery-capacity reduction, unless caused by a covered defect;
• software, data loss, malware, passwords, third-party accessories, or compatibility issues;
• damage caused by unsuitable power supplies, peripherals, networks, or external events; or
• products with removed, altered, or unreadable serial numbers or warranty labels.

Our warranty service

If Xilo confirms a covered defect, we may repair the product, replace it with the same or a functionally equivalent product, or provide another remedy required by applicable law. Replacement products or parts may be new or professionally refurbished.

The remedy will be selected based on the fault, product availability, serviceability, and applicable consumer law. Xilo is not responsible for loss of data, so you should back up and remove personal information before service whenever possible.

How to make a claim

1. Start a claim through the Xilo contact page with your name, product, serial number, proof of purchase, and a clear description of the issue. Warranty correspondence is handled by warranty@getxilo.uk.
2. Follow the troubleshooting or diagnostic steps provided by our support team.
3. If service is required, follow the packing and return instructions issued with your claim reference.

Do not send a product before receiving return instructions. You are responsible for packing it securely and removing accessories that are not requested.

Before sending your device

Back up important files, sign out of accounts, remove passwords where safe to do so, and erase personal information if the device remains usable. Service may require storage to be reset or replaced, and data may be permanently deleted.

Remove SIM cards, memory cards, cases, and unrelated accessories unless Xilo specifically asks you to include them. Xilo cannot guarantee the return of unrequested items.

Shipping and inspection

Instructions provided with an approved claim will explain the applicable shipping arrangement. Xilo may inspect and test the product before confirming warranty coverage.

If inspection finds that the issue is not covered, we will explain the finding and may offer a paid repair or return option before carrying out chargeable work. Any quoted fees must be accepted before the work proceeds.

Limits and consumer rights

To the maximum extent permitted by law, this limited warranty is Xilo's voluntary product warranty and does not cover indirect or consequential losses. Nothing in it excludes or restricts rights or remedies that cannot lawfully be excluded.

Your local consumer-protection laws may give you additional rights, including rights against the seller. Those statutory rights remain unaffected by this warranty.

Warranty support

For help with eligibility, troubleshooting, or an existing claim, use the warranty contact form. Include your claim reference if one has already been issued. Warranty correspondence is handled by warranty@getxilo.uk.

Please keep your receipt or order confirmation for the full warranty period.