1. Scope & Overview
At Xsoot, we are committed to your satisfaction with every purchase. If you are not entirely satisfied with your order, we’re here to help. This policy outlines when and how you may return items and request refunds or exchanges.
2. Eligibility & Timeframe
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You may request a return within 10 days from the date you received the item.
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To be eligible for a refund or exchange, the item must be unused, in the same condition that you received it, and in its original packaging (including tags, accessories, manuals, and box).
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Items returned after 30 days may be eligible for store credit only, or may be declined at our discretion.
3. Non-Returnable / Non-Refundable Items
Some items cannot be returned or refunded. These include (but are not limited to):
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Customised or personalised items (e.g., engraved items)
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Items clearly marked as “Final Sale” or “Non-returnable” at purchase
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Items that are sealed for hygiene purposes (e.g., certain undergarments, if applicable) once their seal is broken
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Digital products or downloadable content once delivered
We will clearly mark such items at the time of purchase.
4. Return Process
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To initiate a return, please contact our Customer Service team at [return@xsoot.com] or via our online portal with your order number and reason for return.
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Once your return is approved, we will provide you with a Return Merchandise Authorization (RMA) or return label.
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Pack the item securely in its original packaging, include any accessories, and clearly label it with the RMA (if provided).
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Ship the item back to the address specified by us. You may be responsible for shipping costs unless the return is due to a defective or incorrect item.
5. Shipping Costs & Restocking Fee
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If the return is due to our error (you received a defective or wrong item), we will cover the return shipping cost.
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If the return is due to change of mind, incorrect size/fit, or other customer-initiated reasons, you will be responsible for the return shipping cost.
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We may charge a modest restocking fee (for example, up to 20% of the item price) if the returned product is not in its original condition, missing parts, or damaged by the customer.
6. Refunds & Exchanges
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Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund/exchange.
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If approved, your refund will be processed and credit will automatically be applied to your original method of payment within 7–14 business days.
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If you requested an exchange (e.g., for a different size or colour), we will process and ship the replacement product when available.
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Shipping costs paid at the time of original purchase are non-refundable unless the return is due to our error.
7. Partial Refunds
In certain circumstances, only partial refunds may be granted (if applicable), e.g., items returned more than 10 days after delivery, items not in original condition, missing parts, or items returned outside the policy terms.
8. Late or Missing Refunds
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If you haven’t received a refund yet, first check your bank account, then contact your credit card company. It may take some time before your refund is officially posted.
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Then contact us at [email address] with your order number and we will investigate.
9. Cancellation Policy
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If you cancel an order before it ships, you will receive a full refund to your original payment method.
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If your order has already shipped, you must follow the standard return process.
10. International Orders & Duties/Taxes
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For international orders, the return shipping cost and any duties/taxes incurred may be your responsibility unless the return is due to our error.
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Refund amounts may exclude original shipping fees and any customs/duties we cannot recover.
11. Policy Changes
We reserve the right to amend this policy at any time. The version in effect is the one posted on our website at the time of your purchase.