Refund policy
Returns
Our policy lasts 30 days. If 30 days have gone by since your order was delivered, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
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Any item not in its original condition, is damaged or missing parts for reasons not due to our error - Any item that is returned more than 30 days after delivery
We don't offer free returns as standard, so any return postage costs would be covered by the customer only. However, if you have a fault or issue with your order please contact customer services directly by email to discuss before returning the goods back to us - info@xtra-lite.com
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
We reserve the right to deduct a return postage fee of £3.99 from any refunds owed for parcels returned via Royal Mail where the following instance apply
- Undelivered / Not Collected
- Refused Delivery
- Incorrect Address Given
- Return To Sender Notice
- Unpaid Customs Fees
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@xtra-lite.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, firstly send us an email at info@xtra-lite.com and we will reply with any further information we will need. You will then need to send your item to: Xtralite Returns, Unit 3A Eden Business Park, Dunns Close, Nuneaton, CV11 4NE, United Kingdom.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver who will find out about your return.
Shipping
To return your product, you should mail your product to: Unit 3A Eden Business Park, Dunns Close, Nuneaton, CV11 4NE, United Kingdom
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50.00, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.