Refund policy

Refund Policy

Last updated: October 14, 2026

At XTREM, we want you to feel confident shopping with us. If you need to return an order, please review the policy below before sending any items back.

1. Return Window

You may request a return within 30 days of the delivery date, subject to the conditions in this policy and any rights you may have under applicable law.

To start a return, contact us at hi@helloxtrem.com with your order number and the reason for your request. Please wait for our instructions before sending any item back.

2. Return Conditions

To be eligible for a return, the product should be in its original condition, with all included accessories and packaging where reasonably available. You may inspect the product as you reasonably would in a store, but returns may be refused or adjusted if the item has been damaged or excessively used beyond what is necessary to inspect it, to the extent permitted by law.

Please include your order number or proof of purchase so we can identify your order.

3. Return Shipping Costs

For returns due to a change of mind or other reasons unrelated to a product defect, the customer is responsible for the return shipping cost unless applicable law requires otherwise.

Original shipping fees, express shipping fees, customs duties, and other import charges are not refundable unless required by law or expressly stated otherwise.

If the item arrives damaged, defective, or incorrect, please contact us before returning it. We will review the issue and explain the next steps, including any return or replacement arrangements that may apply.

Where available, we may provide a discounted prepaid return shipping label upon request. We will inform you of the applicable return shipping cost before issuing the label. Where permitted by law and agreed with you in advance, this cost may be deducted from your refund. Prepaid return labels may not be available for all destinations or return requests.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If you receive an item that appears damaged, defective, or different from what you ordered, contact hi@helloxtrem.com as soon as reasonably possible. Where possible, please contact us within 7 days of delivery and include your order number, a description of the issue, and clear photos or videos showing the item and the problem.

We will review the information and advise you on the available resolution. This reporting request does not limit any rights you may have under applicable consumer protection laws.

5. Return Authorization and Return Address

Please contact us before sending a return. We will provide the applicable return instructions and address after reviewing your request.

Items sent to an address that has not been confirmed by our support team may not be received or processed correctly. Please do not send products to our registered agent or any address that has not been authorized for returns.

Depending on your location and the item being returned, we may direct your return to a designated return facility in the United States or another regional location. We will provide the applicable return address and instructions after reviewing your request.

6. Refund Processing

Once we receive and inspect an approved return, we will notify you of the outcome.

If your refund is approved, it will be issued to the original payment method unless otherwise required by law or agreed with you. The time it takes for the refund to appear depends on your bank, card issuer, or payment provider.

Shipping charges, customs duties, and other fees are not included in a refund unless required by law or expressly stated otherwise.

If you have agreed to use a prepaid return shipping label provided by us, the disclosed return shipping cost may be deducted from your refund where permitted by law.

7. Exchanges and Replacements

If you need a different item or your product has an issue, please contact us at hi@helloxtrem.com. Exchange or replacement options depend on product availability and the circumstances of the request.