XTRA RETURN & REFUND POLICY

Last Updated: August 2026

At XTRA, we want every customer to feel confident when purchasing ATROX products and accessories. If you experience an issue with your order, please review the policy below and contact us for assistance.

1. 15-DAY RETURN POLICY

We accept eligible return requests within 15 calendar days after your order has been delivered.

To be eligible for a return, the item must:

• Be unused and in its original condition
• Show no signs of damage, misuse, modification, or excessive wear
• Include all original packaging, accessories, manuals, parts, and components
• Be returned with proof of purchase or order information

Products that have been used, modified, disassembled, damaged through misuse, or returned incomplete may not qualify for a refund.

2. HOW TO REQUEST A RETURN

Before sending any product back, please contact our customer support team.

Please include:

• Your order number
• The product you would like to return
• The reason for the return
• Photos or videos if the product is damaged or defective

Once your return request is approved, we will provide return instructions.

Do not send products back without authorization, as unauthorized returns may not be accepted.

3. RETURN SHIPPING COSTS

For standard returns caused by a change of mind, ordering the wrong item, or other customer-related reasons, the customer is responsible for return shipping costs.

Original shipping charges are generally non-refundable.

If the return is caused by:

• An incorrect item sent by XTRA
• A verified manufacturing defect
• A product damaged before or during delivery

XTRA may cover reasonable return or replacement shipping costs after the issue has been verified.

4. REFUNDS

Once we receive and inspect your returned item, we will notify you whether the refund has been approved.

Approved refunds will be issued to your original payment method.

Please allow approximately 5–10 business days for the refund to appear after approval. Processing times may vary depending on your bank, credit card provider, PayPal, Shopify Payments, or other payment provider.

Shipping fees, payment processing fees, customs charges, duties, and other non-product costs may be non-refundable unless the return is caused by an error on our part.

5. ORDER CANCELLATION

Orders may be cancelled within 24 hours of purchase if the order has not yet been processed or shipped.

Once an order has entered fulfillment, been shipped, or transferred to the logistics provider, cancellation may no longer be possible.

If you need to cancel an order, please contact us as soon as possible.

6. DAMAGED OR DEFECTIVE PRODUCTS

If your ATROX product arrives damaged, defective, or does not function as expected, please contact us as soon as possible.

Please provide:

• Your order number
• Clear photos or videos showing the issue
• A short description of the problem
• Photos of the shipping package if there is visible transportation damage

After reviewing the information, we may offer one of the following solutions:

• Replacement parts
• Product replacement
• Technical support
• Partial refund
• Full refund

The appropriate solution will depend on the nature of the issue.

7. PRODUCTS NOT COVERED

Returns or refunds may not be available for products damaged due to:

• Improper use
• Unauthorized modification
• Incorrect installation
• Accidental damage
• Water damage
• Excessive impact
• Improper charging
• Use of incompatible batteries or accessories
• Normal wear and tear
• Failure to follow product instructions

Consumable items, used foam darts, customized products, clearance products, and certain replacement parts may also be non-returnable unless defective.

8. INTERNATIONAL ORDERS, CUSTOMS & IMPORT DUTIES

International customers are responsible for understanding the import laws and customs requirements of their destination country or region.

Import duties, customs fees, VAT, taxes, brokerage charges, and similar fees are generally the responsibility of the customer unless otherwise stated at checkout.

XTRA is not responsible for delays caused by customs inspections, local import restrictions, or government authorities.

If an order cannot be delivered because the customer:

• Provided an incorrect or incomplete address
• Refused the package
• Failed to pay required import duties or taxes
• Failed to complete customs clearance
• Ordered a product restricted in the destination country

Any refund may be reduced by shipping charges, return shipping costs, customs charges, processing fees, or other expenses incurred.

9. REFUSED OR UNDELIVERABLE PACKAGES

If a package is refused, abandoned, returned to sender, or considered undeliverable due to customer-related reasons, the customer may be responsible for any additional logistics costs.

In some countries, certain products may not legally or practically be returned once they have entered the destination country's customs system.

In these situations, refund eligibility will be reviewed on a case-by-case basis.

10. LOST PACKAGES

If your tracking information shows no movement for an extended period or the package appears to be lost, please contact us.

We will work with the shipping carrier to investigate the shipment.

Depending on the investigation result, we may arrange:

• A replacement shipment
• Store credit
• A refund

Please note that carrier investigations may take several business days.

11. DELIVERY CONFIRMATION

Orders marked as “Delivered” by the shipping carrier may require additional investigation before a replacement or refund can be issued.

Customers should first check:

• Around the delivery location
• With family members
• With neighbors
• With building management
• With the local delivery carrier

If the package still cannot be located, please contact us.

12. WARRANTY & TECHNICAL SUPPORT

Certain ATROX products may include limited warranty support against verified manufacturing defects.

Warranty coverage does not include accidental damage, misuse, unauthorized modification, normal wear, or damage caused by incompatible accessories.

For troubleshooting, replacement parts, firmware support, or product assistance, please contact XTRA Support.

13. FORCE MAJEURE

XTRA is not responsible for delays, losses, or delivery disruptions caused by circumstances outside our reasonable control, including but not limited to:

• Natural disasters
• Severe weather
• War or civil unrest
• Government restrictions
• Customs inspections
• Transportation disruptions
• Carrier delays
• Airport or port closures
• Regulatory changes

14. CONTACT US

If you have questions about a return, refund, damaged order, or product issue, please contact our support team.

Email: support@xtra.ltd
Website: www.xtra.ltd