Shipping and Returns Policy

Xtratus Endurance Spain values ​​complete satisfaction with purchases made in our online store. Therefore, we have created an exchange and return policy that respects your needs.

PURCHASE CANCELLATION

The exchange and return policy is the buyer's right, free of charge, within a period of up to 15 calendar days from receipt of the product.

The cancellation of a purchase, due to regret or dissatisfaction, is only valid for orders placed on the Xtratus Endurance website.

The customer must notify us of the purchase cancellation by contacting us via email info@xtratus.les en within a period of up to 15 calendar days, starting from the date of receipt of the product, reporting the occurrence:

• Broken product
• Packaging damaged
• Product not as per order

Once this is done, our Customer Service team will send you a postal code via email, valid for 15 days (shipping is free). The customer must return the product in perfect condition and in its original packaging, without signs of use, tampering, or modification, and accompanied by the invoice and packaged according to postal recommendations.

The product will be subject to analysis by Xtratus Endurance's Quality Control department. The amount paid by the customer will only be released after approval. If any discrepancies or violations are identified in the product, no refund will be issued and the product will be returned to the customer.

After receiving and checking the order, our customer service team will contact the customer to arrange the refund process.

In the case of product returns, the refund of the amount paid will not include shipping costs and will be made through the same payment method used when closing the order.

If desired, the amount corresponding to the refund of the amount paid may be converted into "Credit" for exclusive use on the Xtratus Endurance website for a period of up to 6 months, starting from its issue.

PURCHASE CANCELLATION WITH PRODUCT IN TRANSIT

If the customer has cancelled their purchase, and the order is in transit, please notify Customer Service by email. info@xtratus.es, To determine the refund method, you will need to refuse the order upon delivery. Only when the merchandise is returned to the company will the responsible department process the exchange or cancellation and subsequent refund.

EXCHANGE

Exchanges are offered within seven days of receiving the product, taking into account criteria such as:

The product must be in the same condition as when it was sent, without having been consumed or modified.

In cases where the product is unavailable in our stock, the customer may choose a corresponding product at their discretion, with the exception that any price differences must be borne by the customer if it is of a higher value than the original.

The customer will be responsible for the shipping costs of any exchanges.

Notify Xtratus Endurance of your interest in the exchange via email info@xtratus.es.

The service team will provide a postal code via email, valid for 14 days (shipping is free). The customer must return the product to be exchanged in perfect condition and in its original packaging, without signs of use, tampering, or modification, and accompanied by the invoice and packaged according to postal recommendations.

The absence of the invoice with the description will prevent the identification of your order, causing delays in the exchange process.Therefore, be sure to describe the reason for the return on the back of the invoice and send it with the product.

After receiving and verifying the product(s), if one is in stock, another product will be automatically sent to the customer.

If it is not in stock, the following resolution methods will be offered: exchange for another product; refund of the amount paid or credit for the value of the product to be used on our website.

We emphasize that the exchange will only be made if the product is in its original packaging, without signs of use and without tampering or modification.

Xtratus Endurance has up to 30 (thirty) calendar days, counted from the date of receipt of the product at the Distribution Center, to verify that the order complies with the requirements of the Exchange and Return Policy.

DEFECT CHANGE/NON-CONFORMITY

If the customer finds any manufacturing defect or nonconformity in a purchased product, they must contact our customer service within 15 days of receiving the product, following the instructions provided.

The customer must send photos of the damaged products and include a description of the defect, via email, to info@xtratus.es. La Your request will be evaluated by our representatives, and Xtratus Endurance will replace the product or refund the purchase price within 90 (ninety) consecutive days from the date of your request. No replacement will be issued if there is any evidence of product misuse.

Products returned due to defects will undergo a preliminary technical analysis to verify the existence of a manufacturing defect, along with the corresponding invoices. If no defect is found, Xtratus Endurance will send the same product to the customer's address, incurring a new shipping charge. Xtratus Endurance is exempt from the obligation to replace any product whose defect has been caused by misuse.

SHIPPING

The free shipping policy offers delivery in up to 48 hours on business days.

Xtratus Endurance uses third-party transport companies to make deliveries throughout the European Union.

The delivery time may vary depending on external factors or possible issues with the transport company.

The free shipping service offers two delivery attempts. If delivery to the requested address is not possible after two attempts, the order will be delivered to the nearest collection point. A notification will be sent by the transport company.

RETURNS

If you have purchased a product on our website that, for any reason, needs to be returned within seven days (of receipt), please contact our team via email. info@xtratus.es, informing the reason for the request, along with your personal details and purchase number and invoice received.

We remind you that for all refund situations it is necessary to present the tax document of purchase.

The product to be returned must be packaged, unused, and with the original seal intact. In this case, we will refund your money or exchange it for a new product.

In case of unavailability of the product in stock, the customer may choose a corresponding or equivalent product, at their discretion, bearing the possible price difference if the value is higher than that of the original purchase.

Items received by the exchange/return department without prior notice and return authorization will be automatically returned to the sender in the same condition or will remain in our Distribution Center awaiting collection.

REFUND

The refund of the amount paid, partial or total, will only be made after the product has been received and analyzed by Xtratus Endurance.

We have the following refund options available:

Orders placed by credit card will be refunded directly to the card used. The timeframe for processing a credit card refund is the sole responsibility of the card issuer and will be determined according to their terms and conditions.

All issues involving exchanges or returns must be reported to customer service within 7 calendar days of receipt. Products returned without this notification, expired products, products that are damaged, products without their original packaging, or products lacking accompanying items/accessories will be returned to the customer by the company. Products are not altered in any way at our distribution center: they are inspected and shipped exactly as they were delivered by the manufacturer or distribution center.

RETURN AND REFUND UNDER SATISFACTION GUARANTEE

If you have purchased a product on our website, opened it, tested it, and you did not like it or it caused you any type of gastrointestinal discomfort, you can request a refund within seven days (from receipt).

Contact us via email info@xtratus.es, informing the reason for the request, along with your personal details, purchase number and the invoice received.

Please remember that for all refund situations it is necessary to present the tax document for purchase.

The product to be returned must be in its original packaging and with a maximum of 120g or 12% used. In this case, we will send you a return shipping label and refund you the item. money.

For orders containing one or more identical or different units, only one unit will be accepted for return.

Items received by the exchange/return department without prior notice and return authorization will be automatically returned to the sender in the same condition or will remain in our Distribution Center awaiting collection.

The refund will be made to the same credit card used for the purchase within 7 days.

Exchanges for other products are not possible. Only refunds will be issued.

Xtratus Endurance Fluids reserves the right not to approve future sales to customers who have refund requested of the money through the satisfaction guarantee plan.

If the second purchase is approved, it will not be covered by the satisfaction guarantee. Returns of opened products will not be accepted.

ADDRESS ERROR

If there is an error on the part of the customer in the delivery address or lack of information, the freight amount will be charged for resending or for the refund to the customer in case of a request for cancellation of the order.

GENERAL PROVISIONS

The provisions of this Returns and Exchanges Policy may be updated or modified at any time. We suggest that customers check it each time they access our website.

If you have any questions regarding the Exchange and Returns Policy, you can contact our customer service at any time.

TERMS AND CONDITIONS OF USE FOR CANCELLATIONS

Xtratus Endurance reserves the right to cancel orders, fully refunding the amount paid by the customer, in cases of malfunction of electronic platforms, typographical errors or stock problems beyond our control.

ORDER CHANGES

If your order has already been completed, it will not be possible to add or replace items or change the payment method. If you need to change your delivery address, please contact us by email. info@xtratus.es

Invoices generated on our website are valid for 2 business days, after which the order will be automatically cancelled and the products will be returned to our stock.

This policy of changes is focused on the best experience for Xtratus Endurance customers.