Return & Refund Policy

Return & Refund Policy

At XSOOT, customer satisfaction is our priority. We offer a transparent, straightforward 30-day return policy to ensure a safe and reliable shopping experience.

Key Summary for Customers:
  • Return Window: 30 calendar days from the date of delivery.
  • Return Shipping Costs: Customer pays for voluntary returns (change of mind); XSOOT covers return shipping for damaged, defective, or incorrect items.
  • Restocking Fee: 10% restocking fee applies to buyer's remorse returns. No fee for defective or incorrect items.
  • Refund Processing: Approved refunds hit your original payment method within 5–7 business days.

30-Day Return Window

You have 30 calendar days after receiving your item to request a return.

To be eligible for a standard return, your item must meet the following criteria:

  • Unused, unworn, and in the same condition that you received it.
  • In its original packaging with all tags, labels, and manuals attached.
  • Accompanied by proof of purchase or order number.

Damaged, Defective, or Wrong Items

Please inspect your order immediately upon delivery.

If your item arrives damaged, defective, or if you receive the wrong product:

  • Contact us at support@xsoot.com within 48 hours of delivery.
  • Provide clear photos or a short video showing the issue along with your order number.
  • Once verified, we will send a prepaid return shipping label and issue a full refund or free replacement immediately.

How to Initiate a Return

  1. Submit Request: Email our support team at support@xsoot.com with your order number, reason for return, and item details.
  2. Receive Return Instructions: Once approved, our team will provide you with the correct return shipping address and RMA (Return Merchandise Authorization) number.
  3. Pack & Ship: Securely package the item in its original box. Send the package using a trackable shipping service. Share the return tracking number with us.
  4. Inspection & Refund: Upon arrival at our return hub, we inspect the item within 2 business days and process your refund.

Note: Returns sent back without prior authorization or an assigned RMA number will not be accepted.

Return Shipping Costs

  • Buyer’s Remorse / Change of Mind: The customer is responsible for paying actual return shipping costs.
  • Defective / Mis-shipped Products: XSOOT covers 100% of return shipping costs via a prepaid label.

Restocking Fees

  • Standard Voluntary Returns: Subject to a 10% restocking fee to cover warehouse processing and repackaging. This fee is deducted from your final refund total.
  • Defective or Damaged Items: $0 restocking fee.

Refund Processing Timeline

Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.

If approved, your refund will be processed back to your original payment method within 5–7 business days. Note that processing times may vary depending on your bank or credit card provider.

Exchanges & Non-Returnable Items

Exchanges: The fastest way to ensure you get what you want is to return the item you have, and once accepted, make a separate purchase for the new item.

Non-Returnable Items: Perishable goods, personal care hygiene items, custom products, and gift cards cannot be returned unless delivered damaged.

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