1. Before shipping (pre-order)
As long as your batch has not entered production, you can cancel your pre-order and be refunded in full. The full pre-order rules, including when cancellation closes, are on the Pre-order terms page. This page covers what happens once the item has been delivered.
2. Right of withdrawal (14 days)
If you are a consumer, you in principle have a period of 14 days to exercise your right of withdrawal on a distance purchase, without having to give a reason, from the day when you (or a third party designated by you) take physical possession of the goods. To exercise this right, inform us of your decision by an unambiguous statement (for example via the Support page) before the deadline expires. You may use the model withdrawal form below, but it is not mandatory.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract. Send it to us via the Support page.)
To XTREMOTIVATION [publisher name and postal address, see Legal Notice]:
I/We [*] hereby give notice that I/We [*] withdraw from my/our [*] contract of sale of the following goods [*]:
- Ordered on [*] / received on [*]
- Order reference / Return ID: [*]
- Name of consumer(s): [*]
- Address of consumer(s): [*]
- Date: [*]
- Signature of consumer(s) (only if this form is notified on paper): [*]
[*] Delete as appropriate.
After withdrawal, you must return the goods without undue delay and at the latest 14 days after communicating your decision to us. We refund all payments received, including standard delivery costs, at the latest 14 days after being informed of your withdrawal; we may defer the refund until the goods are recovered or until you have provided proof of dispatch, whichever happens first.
Statutory exceptions: certain goods are excluded from the right of withdrawal, notably goods made to measure or clearly personalised, and unsealed goods that cannot be returned for hygiene reasons. Where an item is made to order or personalised at your request, it may be excluded from the right of withdrawal to that extent; otherwise the 14-day right applies as normal.
3. Condition of returned items
To be accepted, a returned item must be unworn, unwashed, with its tags attached and in its original condition. You may be liable for any diminished value resulting from handling other than what is necessary to establish the nature and characteristics of the goods; the refund may then be reduced accordingly.
4. How to start a return
- Contact us via the Support page with your order reference.
- We send you return instructions and a Return ID.
- Send the item back without undue delay, and at the latest 14 days after you tell us you are withdrawing.
Return shipping is at your expense, unless the item is defective or not as described, in which case we cover it. Keep your proof of dispatch until the refund is confirmed.
5. Defective or wrong item
If an item arrives defective, damaged or not matching your order, contact us as soon as possible after delivery via the Support page. Return shipping for a confirmed defect or error is at our expense, and you benefit, under the law, from the statutory warranty of conformity (legal guarantee) and the warranty against hidden defects (repair, replacement or refund).
6. Refund method
Accepted refunds are made to the original payment method, via our payment provider Stripe. We issue the refund without undue delay and, in any event, within 14 days of receiving the returned goods (or proof of dispatch, if earlier). The time for the amount to appear on your statement then depends on your bank or payment provider.
7. Your statutory rights
Nothing in this policy limits the rights you have under the law in your country of residence. Where a mandatory rule gives you greater protection than this policy, that rule applies.