At XSOOT, customer satisfaction is our priority. We want you to shop with confidence, knowing that if something isn't right, we're here to help.
This Return & Refund Policy explains how returns, exchanges, refunds, and damaged products are handled.
30-Day Return Window
Most products purchased from XSOOT may be returned within 30 days from the date of delivery.
To qualify for a return, the product must:
- Be returned within 30 days of delivery.
- Be unused or only lightly inspected.
- Be in its original condition.
- Include all original accessories, packaging, manuals, tags, and documentation (where applicable).
- Not be damaged due to misuse, abuse, or improper handling.
Returns received after the 30-day return period may not be eligible for a refund or exchange.
How to Request a Return
To begin a return, please contact our Customer Support team.
Please provide:
- Order Number
- Full Name
- Email Address
- Product Name
- Reason for Return
- Photos (if the item is damaged or defective)
Support Email:
Our support team will review your request and provide return instructions.
Please do not return any product without receiving return authorization from XSOOT.
Refund Options
Once your returned item has been received and inspected, your refund will be processed using one of the following methods:
- Refund to your original payment method
- Store Wallet Credit (if selected or agreed upon)
The refund method will depend on your original payment method and applicable circumstances.
Refund Processing Time
After your returned product has been inspected and approved:
- Refunds are generally processed within 5–7 business days depending on your bank.
- Refunds issued to your original payment method may take additional time to appear, depending on your bank, card issuer, or payment provider.
- Store Wallet refunds are typically available sooner once approved.
Exchanges
If you would like to exchange your product for another size, color, or item, XSOOT will gladly assist where inventory is available.
Customers are responsible for:
- Return shipping costs
- Shipping costs for the replacement item
If the requested replacement product has a price difference, the appropriate amount will be charged or refunded.
Restocking Fee
For eligible returns that are not the result of an error by XSOOT or a defective product, a 10% restocking fee may apply.
This fee helps cover inspection, handling, repackaging, and inventory processing costs.
The restocking fee will be deducted from the approved refund amount.
No restocking fee will be charged for products that arrive damaged, defective, or shipped incorrectly by XSOOT.
Damaged, Defective, or Incorrect Products
If your order arrives:
- Damaged during shipping,
- Defective,
- Broken,
- Missing parts, or
- Different from what you ordered,
please contact us within 48 hours of delivery.
Please include:
- Order Number
- Photos of the product
- Photos of the packaging
- Description of the issue
If our review confirms that the issue resulted from shipping damage, a manufacturing defect, or an error on our part, XSOOT will cover the reasonable cost of return shipping and, where applicable, send a replacement or issue a refund.
Non-Returnable Items
The following items may not be eligible for return unless they arrive damaged or defective:
- Personalized or custom-made products
- Hygiene or personal care items once opened
- Products marked as final sale or non-returnable on the product page
Return Shipping Costs
Unless the return is due to:
- Shipping damage,
- Manufacturer defect, or
- An incorrect item sent by XSOOT,
customers are responsible for return shipping costs.
We recommend using a trackable shipping service and retaining proof of shipment, as XSOOT cannot be responsible for returns lost in transit.
Order Cancellations
Orders may be cancelled before they are processed for shipment.
Once an order has been packed or shipped, it cannot be cancelled. In such cases, the order may be eligible for return under this policy after delivery.
Refund Approval
Every returned item is inspected upon arrival.
A refund may be reduced or declined if the returned product:
- Shows signs of excessive use
- Is damaged by the customer
- Is missing accessories or packaging
- Does not match the original order
- Does not meet the conditions of this policy
Warranty Claims
If a product includes a manufacturer's warranty, warranty claims may be handled directly through the manufacturer where applicable.
If you are unsure how to proceed, XSOOT Customer Support will be happy to assist you.
Contact Us
If you have any questions regarding returns, exchanges, or refunds, please contact our Customer Support team.
Email: support@xsoot.com
Contact Page: https://www.xsoot.com/contact-us
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM