Xtratus Endurance Spain values complete satisfaction with purchases made in our online store. Therefore, we have created an exchange and return policy that meets 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.
Cancellation of purchase due to regret or dissatisfaction is only valid for orders placed on the Xtratus Endurance website.
The customer must communicate the cancellation of the purchase by contacting us via email. info@xtratus.les en a period of up to 15 calendar days, counted from the date of receipt of the product, reporting the occurrence:
Once this is done, our Customer Service team will provide you with 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, with no signs of use, tampering, or modifications, accompanied by the invoice, and packaged according to the Post Office's recommendations.
The product will be analyzed by Xtratus Endurance Quality Control. The amount paid by the customer will only be released after approval. If any discrepancies or product violations are identified, no refund will be issued and the product will be returned to the customer.
After receiving and verifying the order, our customer service team will contact the customer to arrange a refund.
When returning products, the refund will not include shipping costs and will be processed using the same payment method used to complete the order.
If desired, the refund amount may be converted into “Credit” for exclusive use on the Xtratus Endurance website within a period of up to 6 months from the date of issue.
PURCHASE CANCELLATION WITH PRODUCT IN TRANSIT
If the customer has withdrawn from their purchase, and the order is in transit, notify Customer Service by email. info@xtratus.es, to determine the refund method. The order must be rejected upon delivery. Only when the merchandise returns to the company will the responsible department process the exchange or cancellation, resulting in a 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 having any modifications.
In the event of a product being unavailable in our stock, the customer may opt for a corresponding product or purchase at their discretion, with the exception that any price differences will be borne by the customer if the value is greater than the original.
Shipping costs for exchanges will be borne by the customer.
Notify Xtratus Endurance of your interest in the exchange by 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, with no signs of use, tampering, or modifications, accompanied by the invoice, and packaged according to the Post Office's recommendations.
The absence of an invoice with a description will prevent 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 there is one in stock, another product will be automatically sent to the customer.
If the product is not in stock, the following options 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, with no signs of use, and without any tampering or modification.
Xtratus Endurance has up to 30 (thirty) calendar days, counting from the date of receipt of the product at the Distribution Center, to verify that the order meets the requirements of the Exchange and Return Policy.
CHANGE DUE TO DEFAULT/NON-CONFORMITY
If the customer finds any manufacturing defect or non-conformity 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 The request will be evaluated by our representatives and Xtratus Endurance will exchange the product or refund the amount paid within a period of up to 90 (ninety) consecutive days, counting from the request made by the customer. The respective exchange will not be made if any evidence of mishandling of the product is found.
Products returned due to defects will be subject to a prior technical analysis to verify the existence of a manufacturing defect, accompanied by invoices. If the product is found to be defect-free, Xtratus Endurance will ship the same product to the customer's address, incurring a new freight 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 within 48 hours on business days.
Xtratus Endurance uses third-party transport companies to make deliveries throughout the European Union.
Delivery times may vary depending on external factors or possible incidents with the shipping 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 notice will be sent by the transport company.
RETURNS
If you have purchased a product from our website, which for any reason needs to be returned within a period of up to seven days (from receipt), please contact our team via email info@xtratus.es, stating the reason for the request, along with your personal details and purchase number and invoice received.
We remind you that for all return situations, it is necessary to present the purchase tax document.
The returned product must be packaged, unworn, and sealed in its original packaging. In this case, we will refund your money or exchange it for a new product.
In the event of a product being unavailable in stock, the customer may opt for a corresponding or equivalent product, at their discretion, bearing any potential price difference if the value is higher than the original purchase price.
Items received through 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 pickup.
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 methods available:
Orders placed by credit card will be refunded directly to the card used. The timeframe for reversing a card order is the sole responsibility of the card administrator and will be determined in accordance with their rules 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, damaged products, products missing their original packaging, or any accompanying items/accessories will be returned to the customer by the company. Products are not altered in our distribution center: they are inspected and shipped as delivered by the manufacturer or Distribution Center.
RETURN AND REFUND BY SATISFACTION GUARANTEE
If you purchased a product from our website, opened it, tried it, and didn't like it or it caused any gastrointestinal discomfort, you can request a refund within up to seven days (from receipt).
Contact us via email info@xtratus.es, stating the reason for the request, along with your personal details, purchase number and the invoice received.
We remind you that for all return situations, it is necessary to present the purchase tax document.
The product to be returned must be in its original packaging and must be no more than 120g or 12% consumed. In this case, we will send you a return shipping label and refund the purchase price. money.
For orders placed with one or more identical or different units, only one unit will be returned.
Items received through 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 pickup.
The refund will be issued to the same credit card used for the purchase within up to 7 days.
You cannot request an exchange for another product. Only a refund will be issued.
Xtratus Endurance Fluids reserves the right not to approve future sales to customers who have requested the refund of the money through the satisfaction guarantee plan.
If the second purchase has been approved, it will not be covered by the satisfaction guarantee. Returns of opened products will not be accepted.
ADDRESS ERROR
If the customer makes an error in the delivery address or lacks information, the freight will be charged for reshipping or for a refund to the customer in the event of an order cancellation request.
GENERAL PROVISIONS
The provisions of this Return and Exchange 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 Return Policy, please contact our customer service team 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 malfunctioning of electronic platforms, typographical errors or stock issues 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 two business days, after which the order will be automatically canceled and the products will return to our stock.
This exchange policy is focused on the best experience for Xtratus Endurance customers.
