FAQS

FAQ

FREQUENTLY ASKED QUESTIONS


Why XeNTiS carbon wheels?

XeNTiS carbon wheels are made of Formula 1-tested carbon material and 100% handcrafted in Austria. Aerodynamics are improved with XeNTiS active turbulator and the patented break surface gives you the best performance in wet and dry conditions. You’ll feel you’ve made the best choice right from the start!

Where can I buy XeNTiS carbon wheels?

Buy XeNTiS carbon wheels any time of the day from anywhere right here.

You can also buy it from our partners, just search for a dealer here.

Does XeNTiS offer a Crash Replacement program?

Yes, of course. As soon as you register your XeNTiS carbon wheels here, you become a part of the XeNTiS Crash Replacement program for original owners and profit from the following benefits after sending back your crashed wheel.

40% discount on a new XeNTiS wheel during the first year
30 % discount on a new XeNTiS wheel during the second year
20% discount on a new XeNTiS wheel during the third year

Here you can read our terms and conditions.


PAYMENT

What payment methods do you accept?

We accept prepayment, instant bank transfer, payment from debit or credit cards (VISA, Mastercard, American Express, Maestro) as well as payments made by PayPal and installment payment by SEPA direct debit.

Can I use more than one promotional code on my order?

No, you can only use one promotional discount in each individual order.

 

Experiencing problems paying?

Please try an alternative payment method or contact us at shop@xentis.com and one of our customer service representatives will help you as soon as they can.

What is installment payment by SEPA direct debit and how do I use it?

Installment payment is an affordable and highly flexible financing option which is offered at the checkout of our online store. The payment method is offered in partnership with Novalnet AG, and it allows you to pay for your purchases over time.

It’s simple! Buy in our online store and choose the payment option that works best for you at checkout and accept the terms. You will know in seconds if you are approved, then complete your purchase. The order amount will be added to your monthly statement.

The installment payment is only available in Austria and Germany.


SHIPPING

What delivery options do you offer?

Standard delivery within the EU normally takes 3-10 business days and it’s FREE.

Do you ship internationally?

Yes, we do! We are happy to tell you that we provide FREE SHIPPING on international orders. Deliveries normally take 7-15 business days.

International (outside the EU, United Kingdom, Switzerland, Norway, Turkey) customers must pay applicable sales tax, duty and customs charges. Your local government determines duty and customs charges, which vary by country. Duties, taxes and/or customs fees will be an additional amount that will be collected upon delivery of your order. Unfortunately, we are unable to provide you with the exact amount you will be charged. Your order confirmation details only the charges we are collecting. Please contact your local government for specific details.

Can I track the status of my order?

Yes, you can. Along with your order confirmation, once your order has been shipped a tracking number will be sent over to you so you can track your order.

Will my parcel be charged additional custom and import charges?

Custom and import charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as custom and import policies vary from country to country. We would advise that you find out what these charges may be before you place your order. Custom or import charges are not applicable for orders within the EU.


ORDERS

What can I do if my order is going to the wrong address?

Please contact us immediately on +43-3142-60945-0 so we can attempt to contact the courier to return the parcel back to us for a refund.

Where is my order confirmation?

Once you have placed an order, you should receive an email confirmation sent to the email address you provided at the checkout. If for some reason, you did not receive this email, please check your spam/junk folders.

If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us at shop@xentis.com.

What do I do if I've received the wrong item?

If you’ve received the wrong item in your order, please return it. If you want to replace the item, please contact us at shop@xentis.com where a member of our customer service team will help you further.


RETURNS

How do I return an item?

All returned items must be sent back to us unopened, unused and in their original condition. We reserve the right to refuse an exchange or refund if items are non-saleable. Please note, if 14 days have expired then unfortunately, we are unable to accept your return.

To avoid any extra cost to you, please use the cheapest available shipping option and allow 21 business days for the return to be received into our warehouse, we will then email you to notify you whether your return has been accepted and process your refund to your original payment method. Once you’ve received an email confirming your refund, please allow 5-10 business days for your refund to appear back into your account.

Returned products can be sent to the following address:
XeNTiS Composite Entwicklungs- und Produktions GmbH
Dr. Niederdorferstraße 25
8572 Bärnbach
Austria

Right of withdrawal (PDF)

What should I do if my refund is incorrect?

Please contact us at shop@xentis.com.


ACCOUNT

How do a create a customer account at xentis.com?

To register at xentis.com is quick and easy. Click the “My Account” icon and complete all the mandatory fields, choose a password with at least 6 characters in length, including capital and small letters, as well as special characters or numbers and click on the “Register” button. Once you’re registered, you can sign in to your account with your email address and password.

Do I need to set up an account to make an order?

No, if you do not want to set up an account with us, we have the option to checkout as a guest. All you’ll need is your contact and shipping information.

I'm having trouble signing into my account, what should I do?

Please try resetting your password initially. if this still doesn’t work please contact us at shop@xentis.com and we’ll help.

How do I reset my password?

If you can’t remember your password, we’ll need to reset that for you. Simply click here to change it.

Is my personal information kept private?

Yes, in accordance with the new and updated data protection act we promise to keep your information private and secure. To read more about our privacy policy please see here.

How can I remove my personal information from your database?

If you would like all information regarding yourself removed from our database, please email us at shop@xentis.com.

How do I unsubscribe from your newsletter?

Click unsubscribe at the bottom of any newsletter or email you receive from us, alternatively email us at shop@xentis.com and we can remove your information from our database completely.