Refund policy

Return & Refund Policy

At XTARDIRECT, we strive to ensure you are completely satisfied with your purchase. If you encounter any issues, please contact our support team at xtardirect@xtar.cc with your Order ID and Warranty Number for prompt assistance.

1. Eligibility for Returns

To be eligible for a return, items must be unused, in the same condition as received, and in their original packaging.

  • Non-Returnable Items: Products that have been modified, welded, or soldered, as well as special order items, are not eligible for return.

2. Returns Covered by XTAR (Free Replacement/Refund)

XTAR will cover shipping costs and provide a full refund or a free replacement if:

  • The product fails to operate within the applicable warranty period due to defects in workmanship or materials.

  • The item received is significantly different from what was ordered.

  • The item is damaged upon receipt.

How to claim: Simply provide a clear photograph or video of the issue and send it to xtardirect@xtar.cc. Once verified, we will issue a replacement or refund.

  • Reporting Window: Issues regarding damaged, missing, or incorrect items must be reported within 30 days from the delivery date.

  • Warranty Service (After 30 Days): For products that fail to operate due to defects in workmanship or materials after the initial 30-day window, the customer is responsible for the one-way shipping cost to our facility, and XTAR will repair or replace the product under the terms of our warranty.

3. Customer-Initiated Returns

If you wish to return an item for reasons other than a defect (e.g., the product does not meet expectations, the selected model does not fit your needs, or you simply changed your mind), the customer is responsible for all associated shipping costs.

  • Important: Items claimed to be defective but found to be in proper working condition upon inspection by our technical team will be returned to the customer at the customer’s expense.

4. Refused or Undeliverable Packages

If an order is refused, marked "Return to Sender," or deemed undeliverable by the carrier due to an incorrect address entered at checkout or any other customer-related reason, the refund will be processed as follows:

  • The refund will be the product purchase price minus a 20% restocking fee and any return shipping fees assessed by the carrier.

  • Original outbound shipping costs are non-refundable.

  • If the return shipping fees assessed by the carrier exceed the original purchase subtotal, no refund will be issued.

  • Refunds will be processed within 5–7 business days after the package has been received and inspected at our facility.

XTARDirect reserves the right to modify this policy at any time. Please check this page periodically for any updates.