After-Sales Service Policies
Xtra guarantees that, subject to the following conditions, Return & Refund Service, Replacement Service and Warranty Repair Service can be requested.
By using your Xtra product, you agree to be bound by these Policies.
Return Policy：
This policy applies only to products purchased from Xtra Online Store. For products purchased from other channels, please contact the respective seller for assistance. Return & Refund policies may vary depending on the sales channel, and their terms and conditions shall prevail.
You are eligible for our Return & Refund Service (within 30 days from the day after receiving the product), if you meet any of the following conditions:
√ The product's original packaging, accessories, gifts, and manuals are intact.
√ The product has a manufacturing defect.
Return and refund services will not be provided in the following situations:
× Service request is made more than 30 days after receipt of the product.
× A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
× A product sent to Xtra for Return & Refund Service does not include all original accessories, attachments or packaging.
× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture or improper installation or operation.
Replacement Policy
You are eligible for our Replacement Service (within 30 days from the day after receiving the product), if you meet any of the following conditions:
√ The product has sustained damage in transit, provided that the proof of damage issued by the carrier can be submitted to Xtra.
√ The product does not match the original description of the product in one or more significant respects.
√ The product has a manufacturing defect.
Replacement services will not be provided in the following situations:
× If the replacement request is submitted more than 30 days after the date of receipt of the product.
× A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
× A product sent to Xtra for replacement does not include all original accessories, attachments and packaging.
× Product failure or damage caused by unauthorized use, modification of the product, or human manipulation.
× Xtra has conducted all relevant tests and no defects have been found in the product.
Warranty Policy
If our inspection reveals that your product is faulty due to defects in material or workmanship, Xtra will be happy to repair or replace the product.
Warranty service is only available in the country of sale.
Different series of products have different durations for their warranties.
Free warranty service will not be provided in the following situations:
× The repair request was initiated after the warranty period.
× A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
× Damage caused by non-manufacturing factors.
× Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with Xtra’s official instructions or manuals.
× Damage caused by improper installation, incorrect use, or operation not in accordance with Xtra’s official instructions or manuals.
× Damage caused by operating the product in bad weather (i.e. strong wind, rain, sand or dust storm, etc.).
× Damage caused by a reliability or compatibility issue due to use of unauthenticated third-party parts.
× Damage caused by an unauthorized service provider.
Limitation of Liability
When receiving service, Xtra is responsible for loss or damage to your product only while it is in Xtra's possession or in transit, if Xtra is responsible for transportation.
Xtra is not responsible for loss or disclosure of any data, including confidential information, proprietary information, or personal information, contained in a product.
Under no circumstances, and notwithstanding the failure of essential purpose of any remedy set forth herein, shall Xtra, its affiliates, suppliers, resellers, or service providers be liable for any of the following even if informed of their possibility and regardless of whether the claim is based in contract, warranty, negligence, strict liability or other theory of liability: 1) third party claims against you for damages; 2) loss, damage or disclosure of your data; 3) special, incidental, punitive, indirect or consequential damages, including but not limited to lost profits, business revenue, goodwill or anticipated savings. In no case shall the total liability of Xtra, its affiliates, suppliers, resellers, or service providers for damages from any cause exceed the amount of actual direct damages, not to exceed the amount paid for the product.
As some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, the above limitation or exclusion may not apply to you.
Xtra reserves the final right of interpretation for the above service policy.
After-sales Application Guide
Return & Refund Instructions:
You can create a return from your Shopify order page.
1) From your Shopify admin, go to Orders，select the order you want to return and click Request Return;
2) We will review the return request within 24 hours;
3) After review, we will provide you with a return shipping label. Please send within 7 days.
4) After receiving the product, we will verify whether it meets the return criteria and notify you of the refund result within 2 working days.
Note:
Refunds will be processed using the same method that was used to make the payment. The refund period depends on the bank or credit card issuer.
Replacement and Repair Instructions:
Please contact official customer service.
After-sales service precautions:
√ You will need to provide a valid proof-of-purchase, receipt or order number for the after-sales service.
√ Backup all data contained on your product’s SD card.
√ Please delete all data, including confidential, proprietary, and personal information, from the product. Xtra is not responsible for the loss or disclosure of any data, including confidential, proprietary, or personal information, when returning or accessing a product for warranty service.
√Remove all additional parts, alterations, and attachments not covered under warranty.
√ Ensure that the product or part is free of any legal restrictions that prevent its replacement.
√ If you are not the owner of a product or part, obtain authorization from the owner for Xtra to provide warranty service.