Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Return Eligibility

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

You’ll also need the receipt or proof of purchase.

Items that show signs of use, wear, damage, washing, alteration, missing packaging, or missing accessories may not be eligible for return.

How to Start a Return

To start a return, please contact us at support_agent@xstrapetm.com.

Please include your order number, the reason for the return, and clear photos of the item if the product is damaged, defective, or incorrect.

If your return request is accepted, we will provide instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support_agent@xstrapetm.com.

Return Shipping

Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect due to our error.

Original shipping fees are non-refundable unless the return is caused by a product defect, damage, or a wrong item being sent.

We recommend using a trackable shipping service when returning your package. We are not responsible for lost return packages.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

Please contact us at support_agent@xstrapetm.com with your order number and clear photos of the issue so that we can evaluate the problem and make it right.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, including custom products, personalized items, final sale items, gift cards, and items that have been used, worn, washed, damaged, or altered after delivery.

We also do not accept returns for items returned without approval.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

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

If you received a defective, damaged, or incorrect item, please contact us at support_agent@xstrapetm.com so we can review the issue and provide a suitable solution.

European Union 14-Day Cooling-off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded to your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at support_agent@xstrapetm.com.

Incorrect Address, Missed Delivery, or Unclaimed Packages

Customers are responsible for providing a complete and accurate shipping address at checkout.

If a package is returned due to an incorrect address, missed delivery, refusal, or failure to collect the package, shipping and handling fees may be deducted from any refund.

If the package is destroyed or disposed of by the carrier due to being unclaimed, no refund will be provided.

Reshipment may be arranged at an additional cost.