Returns
All applicable returns must be made within 30 days of receipt.
Please inspect your order upon delivery. If your package arrives with visible damage, take clear photos before opening it — these will be required if we need to file a carrier claim.
Defective or damaged items are eligible for a replacement, store credit, or a refund to your original payment method. A return label will be provided in the event that return shipping is necessary.
Non-defective returns are issued as store credit only, with a maximum credit of $250. Customers are responsible for return shipping costs on non-defective items.
Refunds
Refunds for non-defective items are issued as store credit only. Refunds for defective or damaged items may be issued as store credit or returned to your original payment method, depending on your preference.
Exceptions
The following items are not eligible for return:
- Consumable products (lubricants, cleaners, health & beauty items)
- Items purchased with store credit
- Special order items
We reserve the right to decline claims that fall outside our established guidelines or raise concerns of improper use.
Return Process
- Log in to your account
- Select the order you wish to return
- Select the item(s) you wish to return
- Choose a return reason
- Add a detailed note describing your reason for return and submit your request
Our customer service team will reach out via email within 24 business hours to guide you through the rest of the process. Please note that for damaged or defective items, you may be asked to provide photo or video evidence.
Undeliverable Orders
Please ensure your shipping information is accurate and complete, as it will be used exactly as provided to generate your shipping label. US orders returned to sender as undeliverable, unclaimed, or refused will incur a 20% returns processing fee, and no shipping refund will be issued.
If you would like your returned order re-shipped to a corrected address, an additional shipping and handling fee of $10 will apply.
Troubleshooting Defective Products
If you believe your product may be defective, please try the following steps before contacting us — many issues can be resolved quickly:
- Battery-operated products: Replace the batteries with a fresh, full set. Confirm all batteries are facing the correct direction and are fully inserted.
- Rechargeable products: Make sure the product is fully charged before use. Refer to the included manual for recommended charging times. Some products have indicator lights that show charging status — check your manual for details.
- Plug-in products: Confirm the outlet is functioning. If using internationally, verify that your product is compatible with the local voltage.
- Powering on: All products power on differently. Some require holding the button for several seconds; others require multiple consecutive presses. Refer to your product manual for the correct method.
- Travel lock: Many products include a built-in travel lock. Check the manual for instructions on how to unlock your product before use.
- Read the full manual: Before reaching out, please review the entire user manual — it often contains unique charging and operation instructions specific to your product.
If the issue persists after troubleshooting, please contact us through your account to initiate a return or exchange request.
Wrong Item Received
If you believe we have shipped you the wrong product, please do not open the product packaging. Take a photo of the product in the box and submit a claim through your account, including your order number and a description of the issue.
For any questions about our return policy, please contact us at hello@xdipx.com.