返金ポリシー

Refund & Replacement Policy

Last updated: October 26, 2026

We want you to love your XTREM case as much as we do! 💛 We stand behind every case we sell, and your satisfaction is our priority.

Shop with confidence! You can request a return within 30 days of delivery, subject to our return policy and applicable law.

Questions? Contact us at hi@helloxtrem.com. We’re always happy to help!

1. Our 30-Day Return Policy

You may request a return within 30 days of delivery.

Changed your mind?

The product must be in returnable condition, without damage beyond reasonable handling.
Please include all original accessories and items supplied with the product.
Original packaging is preferred but not required, unless applicable law provides otherwise.
Return shipping costs are generally the customer’s responsibility.

Quality issues?

If your case has a verified product defect, we’ll prioritize a replacement where appropriate. If a replacement isn’t suitable or available, we’ll discuss another appropriate solution in accordance with applicable law.

Please contact us before sending anything back. All returns are subject to review, this policy, and applicable consumer protection laws.

2. How to Start a Return or Replacement

Email hi@helloxtrem.com or WhatsApp +1 (646) 771-8653 within 30 days of delivery.
Include your order number and a description of the issue. For damage or defects, please add photos or a short video.
We aim to reply within 1–2 business days with next steps and return instructions, if applicable.
If approved, ship the product within 14 days unless we agree otherwise or applicable law requires a different timeframe.

Please do not send anything back before receiving our instructions.

3. Return Shipping Costs

Reason	Who pays?
Approved change-of-mind return	Customer
Exchange due to incorrectly selected model or color	Customer, both ways
Verified defect covered by our policy or warranty	XTREM, where applicable
Confirmed delivery damage	XTREM, where applicable
Wrong item sent by XTREM	XTREM, where applicable

We recommend using a tracked shipping service and keeping your tracking number.

4. Refunds

For verified quality issues, our preferred solution is a replacement where appropriate. Refunds may be provided where required by law or where another remedy is appropriate.

For approved refunds:

Refunds are generally issued to the original payment method.
We aim to process refunds within 5 business days after receiving and inspecting a returned product, where applicable.
Your bank or payment provider may need additional time to post the refund.
No restocking fee is charged.

Shipping charges

Standard shipping is free on eligible orders under our current offer.
The US$14.99 express-shipping fee is generally non-refundable for change-of-mind returns, unless required by law.
Customs duties and import taxes are generally not refundable by XTREM for change-of-mind returns, unless required by law.

5. Damaged, Defective, or Wrong Items

Damaged during delivery: Contact us as soon as possible, ideally within 7 days of delivery. Include your order number and photos or a short video showing the damage.

Product defect: If your display won’t update or your case isn’t working as expected, email us with your order number and a short video. We may suggest troubleshooting before reviewing your claim.

Wrong item received: Email us with your order number and a photo of the item received. We’ll review the issue and arrange an appropriate solution.

For approved claims, we’ll explain whether the product needs to be returned and how shipping will be handled. Your statutory rights are not limited by the reporting timeframes above.

6. Our 12-Month Limited Warranty

Eligible XTREM cases purchased directly from helloxtrem.com are covered by a 12-month limited warranty from delivery, subject to the terms below and applicable law.

Covered defects may include:

The E-Ink display fails to update or show images because of a product defect.
Image transfer fails because of a product defect.
Components separate or fail because of a manufacturing defect.

Not covered, unless required by law:

Damage from drops, impacts, or water exposure
Misuse or improper handling
Unauthorized modifications or repairs
Normal wear and tear
Problems caused by external devices or factors outside the product itself

To make a claim, email hi@helloxtrem.com with your order number or proof of purchase, a description, and photos or a short video.

For approved claims, we’ll prioritize a replacement where appropriate. If a replacement isn’t suitable or available, we’ll discuss another appropriate remedy. If a return is required, we’ll provide instructions.

This warranty does not limit your statutory consumer rights.

7. Exchanges

If you ordered the wrong iPhone model or color, contact us within 30 days of delivery.

Exchanges are subject to availability and approval. For change-of-mind exchanges, the product should be unused and include its original accessories. The customer generally pays shipping both ways.

If XTREM sent the wrong item, we’ll arrange an appropriate solution and cover applicable shipping costs.

8. Order Cancellations

You may request cancellation within 12 hours of placing your order by emailing hi@helloxtrem.com or messaging us on WhatsApp with your order number.

We’ll do our best to cancel before fulfillment begins, but cancellation cannot be guaranteed once an order has been processed or shipped. If it has shipped, our return policy and applicable law apply.

9. Holiday Returns

Orders placed between November 1 and December 31, 2026 may be returned until January 31, 2027, or within 30 days of delivery, whichever is later.

All holiday returns remain subject to the applicable return conditions and consumer protection laws.

10. Sale Items, Bundles, and Free Gifts

Sale items: Approved returns are based on the amount actually paid, subject to applicable law.

Bundles: Partial returns are reviewed according to the promotion terms and the discount applied. We’ll explain any refund calculation where appropriate.

Free gifts: Any return requirements for promotional gifts will follow the applicable promotion terms and consumer protection laws.

11. Purchases From Other Sellers

For returns and refunds on purchases made through Amazon, retail stores, or distributors, please contact the original seller.

For potential product defects, you may also contact hi@helloxtrem.com with proof of purchase to ask about warranty support.

12. EU and UK Customers

Nothing in this policy limits your statutory consumer rights.

For eligible online purchases, EU and UK consumers generally have a 14-day statutory withdrawal period, subject to applicable exceptions. Where this right applies, notify us by email within the required period and return the product within the applicable deadline.

Refunds, delivery charges, and return shipping will be handled according to the relevant law.

EU consumers generally have a minimum two-year legal guarantee for non-conforming goods, subject to national law. In the UK, the Consumer Rights Act 2015 provides statutory remedies for faulty goods, including a short-term right to reject eligible goods within 30 days.

These rights are separate from our 12-month limited warranty.