Return & Refund Policy
This Return & Refund Policy applies to orders placed through xoltera.com.
1. Policy Overview
We sell jerseys, sports apparel, teamwear, and related athletic clothing products. This policy explains how returns, exchanges, refunds, and order cancellations are handled. Please read this policy carefully before placing an order, especially when purchasing custom or personalized products.
2. Return Request Period
Customers may request a return within 30 days after receipt of the goods. The return period is calculated from the confirmed delivery date shown by the carrier tracking record. Return requests made after this period may not be accepted unless required by applicable law.
3. Return Eligibility
To be eligible for return, items must be unused, unwashed, unaltered, free from stains, odors, pet hair, deodorant marks, makeup, or signs of wear, and must be returned with original tags, labels, packaging, accessories, and any included parts. Apparel must be in resalable condition.
4. Clothing Try-On Requirements
Reasonable try-on is allowed for apparel items, but products must not be worn for sports, training, outdoor use, games, events, washing, or long-term personal use. Jerseys, shorts, hoodies, hats, and other clothing must remain clean, intact, and suitable for resale.
5. Custom and Personalized Products
Custom-made or personalized products, including items with custom names, numbers, logos, team names, color combinations, or other personalized details, are not eligible for return or exchange unless there is a verified quality issue, production error, wrong item, or damage caused before delivery.
6. Non-Returnable Items
We may refuse returns for final sale items, clearance items marked as non-returnable, used or washed clothing, altered items, damaged items caused by customer handling, items missing tags or packaging, and unauthorized returns sent without approval. Products that cannot be verified or inspected may also be refused.
7. Return Process
To request a return, please contact us at service@xoltera.com with your order number, the item you wish to return, the reason for return, photos if applicable, and any relevant details. Please do not send any item back before receiving return authorization. Unauthorized returns may be refused or not processed.
8. Return Shipping Costs
If the return is caused by customer preference, size selection, color selection, address error, or other customer-side reason, the customer is responsible for return shipping costs. If the return is caused by our error, a verified defect, wrong item, or confirmed damage before delivery, we may provide a return solution such as a prepaid label, reimbursement of reasonable return shipping fees, replacement, or refund after review.
9. Exchange Policy
Exchanges may be available for eligible non-custom items within 30 days after receipt of the goods, subject to product availability and inspection approval. Customers must contact us at service@xoltera.com before sending the item back. Custom or personalized products are not eligible for exchange unless there is a verified quality issue or production error.
10. Refund Review and Inspection
After we receive the returned item, we will inspect its condition, packaging, tags, and return authorization information. If the item meets our return requirements, we will approve the refund. If the item is worn, washed, damaged, incomplete, missing required packaging, or does not match the approved return request, the refund may be refused or reduced where permitted by law.
11. Refund Timing and Method
Approved refunds will be issued to the original payment method. Refunds are usually processed within 7 business days after return inspection and approval. The time it takes for the refund to appear in your account may vary depending on Stripe, your bank, card issuer, or payment provider.
12. Order Cancellation
Orders may be cancelled only before processing, production, customization, or shipment begins. Once an order has entered production, customization, packing, or shipping, cancellation may not be possible. Custom or personalized orders may not be cancelled after production has started unless we confirm otherwise in writing.
13. Damaged, Defective, Missing, or Wrong Items
Please inspect your package immediately upon delivery. If your item arrives damaged, defective, missing parts, or incorrect, contact us within 48 hours after delivery at service@xoltera.com. Please provide your order number, a brief description, photos of the item, photos of the packaging, and a photo of the shipping label so we can verify the issue and provide a suitable solution.
14. Payment Disputes, Chargebacks, and Contact Information
To help us resolve order issues quickly and fairly, customers should contact us at service@xoltera.com before opening a payment dispute or chargeback. We keep order records, payment confirmation, customer communications, shipping details, tracking information, delivery confirmation, return authorization records, and inspection results to support fair review of any Stripe payment dispute. For return, refund, exchange, cancellation, or order support, contact us at service@xoltera.com or +86 17689327857. Our company address is Room 401, No. 29 Xiada Haibin, Siming District, Xiamen City.