At XTM we understand that you may need to return something to us. That’s why we offer a 30-day FREE return on full-priced product (for customers/goods located in Australia only).

Please note: Clearance/Sale items can be returned for a refund, but return postage is paid by the customer.

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 full-priced products within Australia. 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 to submit your request.

If your item is full-priced, you’ll automatically be emailed an Australia Post return label to print and attach to your parcel. For Clearance/Sale items, you’ll need to arrange and pay for your own return postage.

Visit our Returns Portal here.

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 product and the purchase was made within the 30 day return period, please email our Customer Service Team at info@xtm.com.au.

If your product develops a fault after the 30 day return period, please complete a Warranty Claim Form so that your claim can be assessed by our team.

For products purchased through an authorised XTM retailer, customers may also complete a Warranty Claim Form. Under XTM’s Lifetime Warranty against manufacturing and material defects, we are able to repair or replace items that are found to be defective. Refunds for retailer purchases are to be processed by the original place of purchase and are subject to that retailer’s returns policy.

XTM may request a digital image of the fault prior to approving the claim and reserves the right to consult with the manufacturer to determine whether 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). This applies to purchases made directly through XTM.