At XTM we understand that you may need to return something to us. That’s why we offer a 30-day FREE return (for customers/goods located in Australia only).
To be eligible for a refund the products you are returning must be:
- Purchased within the last 30 days
- Unworn, undamaged and unmarked
- In their original condition
- In the original packaging or box (we consider this part of the item)
- In Australia only (sorry refunds for overseas customers apply to faulty goods only - see further below for information on returning faulty product)
If you qualify for a return, you are not liable for the postage cost of returning products on full-priced products within Australia (no free postage on returns of Sales/Clearance products). You are liable for the postage/courier cost to return any Clearance/Sales items unless the product is deemed faulty.
Creating Your Return
You'll need your order number and your phone number or email address handy to request your return. Just head to our easy to use Returns Portal and follow the steps and we will get your refund or credit to you as soon as we can safely see your return is on its way. You will automatically be emailed an Australia Post return label to be emailed to you to be printed and attached to your return parcel, and post back to us from your nearest Australia Post outlet.
Returns & Refunds
Once returns are received in our warehouse, our Customer Service Team will determine whether the product is eligible for a refund. When it is approved it will be forwarded to our Finance Team for processing.
You will be sent an email to let you know that the refund has been processed.
You can also check on the status of your return in your account.
Please allow 1-7 business days (varies depending upon your financial institution) for the funds to appear in your account.
The refund will be credited back to the same credit card that you paid from.
We reserve the right to decline an item for refund if:
- The return was made later than 30 days from purchase
- The products are marked, damaged or show signs of wear
- The products are not returned in their original and undamaged packaging or box
We will contact you if any items are not eligible for a refund.
If your order included a delivery charge, only the cost of the items returned will be refunded unless the goods were deemed faulty.
Oh No! I think my product is faulty
XTM’s Return Policy includes the rights you are entitled to under the Australian Consumer Law.
If you wish to return a faulty good and the purchase was made within the 30-day return period please email our Customer Service Team at email@example.com
If you wish to return a faulty product after the 30-day return period, please contact our Customer Service Team on +61 3 52616948 between 9:00am and 5:00pm (Melb time).
XTM may request a digital picture of the fault claim prior to approving the return. We also reserve the right to consult with the manufacturer to determine if the product is faulty.
If the item is found to be faulty, you will receive a full refund for that item including the delivery charge unless the delivery charge has previously been refunded for that order.