Refund policy
Last updated: September 29, 2026
At XERAFIT, we want our return process to be clear and transparent. Please read this Return & Refund Policy carefully before placing an order.
Nothing in this policy is intended to limit or exclude any mandatory consumer rights available to you under applicable law.
14-Day Right of Withdrawal
If you are a consumer located in the European Union, European Economic Area, or another jurisdiction providing a statutory right of withdrawal, you generally have the right to withdraw from your purchase within 14 days from the date you, or a third party designated by you other than the carrier, receive the product, subject to applicable law.
To exercise your right of withdrawal, you must clearly inform XERAFIT of your decision within the applicable withdrawal period.
Contact:
Please include your:
-
Order number
-
Full name
-
Email address used for the order
-
Product you wish to return
You do not need to provide a reason when exercising a statutory right of withdrawal.
After notifying us, you must return the product within the period required by applicable law and according to the return instructions provided by XERAFIT.
Return Condition
Customers may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functionality, similar to how the product could reasonably be inspected in a physical store.
A right of withdrawal does not necessarily mean that a product can be extensively used and then returned without consequences.
Where permitted by applicable law, you may be responsible for any reduction in value resulting from handling the product beyond what was necessary to establish its nature, characteristics and functionality.
Examples of handling that may result in a reduction in value can include, depending on the circumstances:
-
Prolonged or repeated use
-
Wearing the product for extended periods
-
Physical wear, scratches or other signs of use
-
Damage caused after delivery
-
Alterations or modifications
-
Missing accessories or components
-
Damage caused by improper handling
-
Exposure to substances or conditions inconsistent with normal inspection
-
Returning the product in a materially different condition from when it was received
Any deduction for diminished value will be assessed reasonably and in accordance with applicable law and the actual condition of the returned product.
Return All Included Components
Where reasonably possible, products should be returned together with the items originally supplied with them, including:
-
Charging accessories
-
Cables
-
Straps
-
Manuals
-
Included accessories
-
Other supplied components
Missing or damaged components may affect the value of the returned product and, where permitted by applicable law, may be taken into account when determining any reduction in value.
Original packaging should also be returned where reasonably possible. The absence or damage of packaging alone will not automatically eliminate a statutory right of withdrawal where applicable law provides otherwise.
How to Start a Return
Do not return a product without first contacting XERAFIT.
To initiate a return:
-
Contact info@xerafit.com within the applicable return period.
-
Provide your order number and the email address used to place the order.
-
Clearly state that you wish to return the product.
-
Wait for XERAFIT to provide the applicable return instructions and return address.
-
Package the product securely to prevent damage during transportation.
-
Return the product according to the instructions provided.
The designated return address may be different from the address from which your order was originally shipped, the address appearing on the parcel, or another XERAFIT-related address.
Please use the return address provided by XERAFIT for your return.
Sending a product to another address may significantly delay identification and processing of the return.
This does not limit statutory rights where applicable law provides otherwise.
Return Shipping Costs
Unless the product is defective, damaged, incorrect, or applicable law requires XERAFIT to bear the cost, the customer is responsible for the direct cost of returning the product.
Customers are strongly encouraged to use a trackable shipping service.
Keep your:
-
Shipping receipt
-
Tracking number
-
Proof of postage
until the return and refund have been completed.
Where permitted by applicable law, responsibility for the return shipment remains with the customer until the product is received by the designated return facility.
Return Packaging
Customers are responsible for packaging returned products appropriately.
The product should be packaged securely enough to prevent reasonably foreseeable damage during return transportation.
Where permitted by applicable law, XERAFIT may take into account damage occurring because a returned product was inadequately packaged when determining any reduction in value or other applicable remedy.
Return Inspection
Returned products may be inspected after arrival.
The inspection may include verification of:
-
Product identity
-
Product condition
-
Signs of use
-
Physical damage
-
Missing parts or accessories
-
Alterations or modifications
-
Whether the returned product corresponds to the original order
This inspection helps us determine the appropriate refund and any lawful deduction for diminished value.
The existence of an inspection does not affect mandatory rights provided by applicable consumer law.
Damaged, Defective or Incorrect Products
Please inspect your order after delivery.
If you believe you received a product that is damaged, defective or different from what you ordered, contact:
Please provide information reasonably necessary for us to investigate the issue, which may include:
-
Your order number
-
A description of the problem
-
Clear photographs showing the issue
-
Video showing the reported malfunction where reasonably relevant
-
A photograph of the shipping package
-
A photograph of the shipping label
Providing this information can help us determine the problem and provide the appropriate remedy more quickly.
We may request reasonable troubleshooting where appropriate before determining whether a product is defective.
Nothing in this section limits your statutory rights concerning defective, damaged or non-conforming goods.
Refunds
Eligible refunds will be processed in accordance with applicable law.
Where a statutory right of withdrawal applies, refunds will be made within the legally required timeframe. Where permitted by law, XERAFIT may withhold reimbursement until we have received the returned goods or you have supplied evidence that the goods have been sent back, whichever occurs first.
Refunds will generally be issued using the same payment method used for the original transaction, unless otherwise agreed or permitted by applicable law.
After XERAFIT issues a refund, additional processing time may be required by your bank, card issuer or payment provider.
Diminished Value
Where permitted by applicable law, XERAFIT reserves the right to deduct an amount reflecting any reduction in value caused by handling beyond what was necessary to establish the product's nature, characteristics and functionality.
The amount of any deduction will depend on the actual condition of the returned product.
A product showing significant use may have materially less resale value than a product that was only reasonably inspected.
Any deduction will be made in accordance with applicable consumer law and will not be arbitrary.
Original Delivery Costs
Where applicable consumer law requires it, exercising a statutory right of withdrawal may entitle you to reimbursement of the standard delivery charge paid for the original order.
If you selected a more expensive delivery method than the least expensive standard delivery option offered by XERAFIT, we are generally not required to reimburse the additional cost of that upgraded delivery method where applicable law permits.
Order Cancellation
We process orders as quickly as possible.
If you wish to cancel an order before dispatch, contact:
as soon as possible.
We cannot guarantee that an order can be stopped or cancelled once processing or fulfillment has begun.
If an order has already been dispatched, you may need to receive the order and follow the applicable withdrawal and return procedure.
Your statutory cancellation or withdrawal rights, where applicable, remain unaffected.
Incorrect Shipping Information
Customers are responsible for checking that the shipping information entered when placing an order is accurate and complete.
If you notice an error, contact info@xerafit.com as quickly as possible.
We cannot guarantee that an address can be changed after fulfillment has started.
Any consequences of incorrect or incomplete delivery information will be handled in accordance with applicable law and the circumstances of the order.
Refused and Unclaimed Deliveries
Refusing delivery or failing to collect a parcel does not necessarily constitute a properly communicated exercise of a statutory right of withdrawal.
If you wish to withdraw from your purchase, you should clearly communicate your decision to XERAFIT at:
If an unclaimed or refused parcel is returned to a fulfillment facility, we will handle the order and any applicable refund in accordance with this policy and applicable consumer law.
Delivery Issues
If you experience a delivery problem, contact:
Please include your order number and relevant information about the delivery issue.
We may investigate the shipment with the applicable carrier, supplier or fulfillment partner.
Tracking records, delivery scans and other carrier information may be used when investigating whether and where a shipment was delivered.
Package Marked Delivered but Not Received
If tracking indicates that an order has been delivered but you cannot locate it, please:
-
Check the delivery location and surrounding area.
-
Check with other members of your household where appropriate.
-
Check with neighbours or reception where relevant.
-
Review any delivery information provided by the carrier.
-
Contact info@xerafit.com if the parcel still cannot be located.
We may open an investigation with the shipping carrier or fulfillment partner.
The outcome will be determined based on the available evidence and applicable consumer law.
Third-Party Fulfillment
XERAFIT works with third-party suppliers, fulfillment facilities, logistics providers and shipping carriers.
Orders may therefore be processed or dispatched from facilities located outside the customer's country.
The address shown on the parcel may belong to a logistics or fulfillment provider and should not automatically be used as a return address.
Always contact info@xerafit.com for the appropriate return instructions before sending a return.
The use of third-party fulfillment does not affect the contractual relationship between the customer and XERAFIT or any mandatory statutory consumer rights.
Exchanges
XERAFIT may, at its discretion, offer exchanges in certain circumstances.
If an exchange is unavailable, you may need to complete an eligible return and place a new order.
Any statutory rights regarding defective or non-conforming products remain unaffected.
Chargebacks and Payment Disputes
If you experience an issue with your order, we encourage you to contact info@xerafit.com so that we can investigate and attempt to resolve the matter.
XERAFIT may maintain records relating to transactions and customer service, including:
-
Order confirmations
-
Payment records
-
Checkout information
-
Shipping information
-
Tracking numbers
-
Carrier tracking events
-
Delivery confirmations
-
Customer communications
-
Return requests
-
Return tracking
-
Refund records
-
Replacement records
-
Relevant fraud-prevention information
If a chargeback, payment dispute or other payment claim is initiated, XERAFIT may provide relevant records and evidence to Shopify, payment processors, card networks, banks, Klarna or other payment providers involved in reviewing the dispute, where permitted by applicable law and our Privacy Policy.
We may respond to a dispute with evidence showing the order history, fulfillment, shipment, delivery, customer communications, refunds, replacements or other information relevant to the claim.
Customers should not submit knowingly false or misleading information in connection with a payment dispute.
Nothing in this section prevents a customer from exercising legitimate rights available through their bank, card issuer, payment provider or applicable consumer law.
Abuse and Fraud
XERAFIT reserves the right to investigate suspected fraudulent activity, return abuse or misuse of our policies.
This may include circumstances involving materially inconsistent claims, manipulation of returned products, substitution of products, falsified evidence or other suspected fraudulent conduct.
Where reasonably necessary and permitted by applicable law, relevant records may be retained and provided to payment providers, financial institutions, shipping carriers or competent authorities.
This provision does not affect legitimate consumer claims or statutory consumer rights.
Policy and Statutory Rights
This Return & Refund Policy is intended to explain XERAFIT's return procedures and does not replace or restrict mandatory consumer protection rights.
If any provision of this policy conflicts with mandatory consumer law applicable to your purchase, the mandatory legal requirement will prevail to the extent of that conflict.
Contact
For returns, refunds, damaged products, delivery issues or questions concerning an order, contact:
XERAFIT
Email: info@xerafit.com
Please include your order number whenever possible so that we can locate your purchase and assist you efficiently.
