XTRA Return & Refund Policy

Last updated: 15 October 2026

At XTRA, we want every customer to feel confident when purchasing ATROX products and accessories. If you experience an issue with your order, please review the policy below and contact us for assistance.

Our standard return-request window is 15 calendar days after delivery. The conditions below apply to our voluntary return policy. They do not limit mandatory consumer rights, including rights concerning defective goods and applicable statutory withdrawal rights.

1. 15-Day Return Policy

We accept eligible return requests within 15 calendar days after your order has been delivered.

To be eligible for a return under our voluntary policy, the item must:

• Be unused and in its original condition.
• Show no signs of damage, misuse, modification or excessive wear.
• Include all original packaging, accessories, manuals, parts and components.
• Be returned with proof of purchase or order information.

Products that have been used, modified, disassembled, damaged through misuse or returned incomplete may not qualify under this voluntary policy. Different conditions may apply when you exercise mandatory consumer rights.

2. How to Request a Return

Contact us at support@xtra.ltd before sending a product back. Please include:

• Your order number.
• The product you would like to return.
• The reason for the return, to help us process your request. A reason is not required where statutory withdrawal rights apply.
• Photos or videos if you are reporting damage or a defect.

Once your return request is approved, we will provide the return address and shipping instructions. Do not send products back without contacting us first. Prior approval is an administrative requirement for our voluntary policy and does not restrict a valid statutory withdrawal or other mandatory remedy.

3. Return Shipping Costs

For standard voluntary returns caused by a change of mind, ordering the wrong item or other customer-related reasons, the customer is responsible for return shipping costs. Original shipping charges are generally non-refundable for these voluntary returns, except where required by law.

If the return concerns an incorrect item sent by XTRA, a verified manufacturing defect, or damage before or during delivery, contact us so we can verify the issue and arrange the appropriate remedy and shipping instructions. XTRA may cover reasonable return or replacement shipping costs and will bear those costs where required by applicable law.

4. Refunds

Once we receive and inspect your returned item, we will notify you whether the refund has been approved.

Approved refunds will be issued to your original payment method. Please allow approximately 5–10 business days after approval for the refund to appear. Processing times may vary depending on your bank or payment provider.

For voluntary returns, shipping fees, customs charges, duties and other non-product costs may be non-refundable unless the return is caused by an error on our part or the law requires otherwise. Statutory refund deadlines and reimbursement requirements take precedence over this standard processing timetable.

5. Order Cancellation

Orders may be cancelled within 24 hours of purchase if the order has not yet been processed or shipped.

Once an order has entered fulfilment, been shipped or transferred to the logistics provider, this pre-dispatch cancellation may no longer be possible. Please contact us as soon as possible if you need to cancel.

This operational cancellation window does not limit any statutory withdrawal or cancellation right.

6. Damaged, Defective or Incorrect Products

If your ATROX product arrives damaged, defective, incorrect or does not function as expected, please contact support@xtra.ltd as soon as possible.

Please provide your order number, a short description of the problem, clear photos or videos showing the issue, and photos of the shipping package if there is visible transportation damage.

After reviewing the issue, available solutions may include replacement parts, product replacement, technical support, a partial refund or a full refund, as appropriate and subject to applicable consumer law.

The 15-day voluntary return window does not cut off statutory rights for faulty or non-conforming goods.

7. Products Not Covered by Voluntary Returns

Our voluntary return policy may not cover damage caused by improper use, unauthorised modification, incorrect installation, accidental or water damage, excessive impact, improper charging, incompatible batteries or accessories, normal wear and tear, or failure to follow product instructions.

Consumable items, used foam darts, customised products, clearance products and certain replacement parts may also be excluded from voluntary returns unless defective. These exclusions do not remove mandatory consumer rights. A clearance or sale designation alone does not remove a statutory right where the law provides one.

8. International Orders, Customs & Import Duties

International customers should review the import laws and customs requirements of their destination. Import duties, customs fees, VAT, taxes, brokerage charges and similar fees are generally the customer's responsibility unless stated otherwise at checkout or required otherwise by law.

Customs inspections, local import restrictions and government action may cause delays. If an order cannot be delivered because of an incorrect or incomplete address, refusal of the package, unpaid import charges, incomplete customs clearance or restrictions on the ordered product, any refund and deduction for actual costs will be assessed under the applicable circumstances and law.

No deduction will override a mandatory refund entitlement.

9. Refused or Undeliverable Packages

If a package is refused, abandoned, returned to sender or undeliverable for customer-related reasons, the customer may be responsible for additional logistics costs where legally permitted.

In some countries, a product may not legally or practically be returned after entering the customs system. We will review the circumstances and applicable rights rather than treating refusal or non-delivery as an automatic forfeiture of all refund rights.

10. Lost Packages

If tracking shows no movement for an extended period or your package appears lost, please contact us. We will work with the shipping carrier to investigate.

Depending on the outcome and applicable consumer law, we may arrange a replacement shipment, a refund or store credit if you agree. Store credit will not replace a monetary refund where you are legally entitled to one. Carrier investigations may take several business days and do not remove mandatory remedies.

11. Delivery Confirmation

An order marked “Delivered” may require investigation if you report that you have not received it. Please check around the delivery location and with family members, neighbours, building management and the local carrier, where appropriate.

If you still cannot locate it, contact us. A carrier's delivery scan does not by itself remove your applicable consumer rights.

12. Warranty & Technical Support

Certain ATROX products may include limited warranty support against verified manufacturing defects, subject to the applicable product warranty terms.

Commercial warranty coverage may exclude accidental damage, misuse, unauthorised modification, normal wear and damage caused by incompatible accessories. These exclusions do not restrict statutory guarantees.

For troubleshooting, replacement parts, firmware support or product assistance, contact XTRA Support at support@xtra.ltd.

13. Events Outside Our Reasonable Control

Severe weather, natural disasters, war or civil unrest, government restrictions, customs inspections, transportation disruptions, carrier delays, airport or port closures and regulatory changes may affect delivery.

We will review affected orders and assist customers in accordance with applicable law. Such events do not automatically remove mandatory cancellation, delivery or refund rights.

14. EU/EEA and UK Withdrawal & Mandatory Consumer Rights

Where EU/EEA or UK statutory withdrawal rights apply, you generally have 14 days from delivery to notify us that you wish to withdraw, without giving a reason, subject to legal exceptions. Return the goods within the following 14 days.

We reimburse the purchase price and the least expensive standard outbound delivery charge offered, without undue delay and within 14 days of your withdrawal notice. We may withhold reimbursement until we receive the goods or evidence of dispatch, whichever is earlier, where permitted.

Return postage is payable by you only where lawfully disclosed and required; defective-goods return costs are ours where the law requires. Necessary inspection does not itself remove withdrawal rights; excess handling may justify a lawful diminished-value deduction.

Our 15-day voluntary return policy is additional to mandatory rights. Any greater protection under applicable consumer law prevails.

You can exercise a statutory withdrawal by sending a clear statement to support@xtra.ltd. You may use the following optional form: "To XTRA TECH LIMITED, support@xtra.ltd, Room 101A, 1/F, Genplas Industrial Building, 56 Hoi Yuen Road, Kwun Tong, Kowloon, Hong Kong: I/We hereby give notice that I/We withdraw from my/our contract for the following goods: [identify goods]. Ordered on/received on: [date]. Consumer name and address: [details]. Date: [date]. Signature (only if submitted on paper): [signature]." Use of this form is not required. Contact us for the product return destination; the registered office is not automatically the return warehouse.

Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

United States and other markets: Any non-waivable rights under applicable federal, state or local consumer law remain available. Commercial return or warranty periods do not shorten rights that cannot lawfully be limited.

15. Contact Us

For returns, refunds, damaged orders or product issues, contact:

Seller: XTRA TECH LIMITED
Registered office: Room 101A, 1/F, Genplas Industrial Building, 56 Hoi Yuen Road, Kwun Tong, Kowloon, Hong Kong
Email: support@xtra.ltd
Website: www.xtra.ltd