Refund policy

SUMMARY

Full details below. If anything here is unclear, email help@xpandstore.com.

Change of mind: 30 days from purchase, unused and in original packaging, you cover return shipping.
Used product: Not returnable, unless it falls under the Performance Booster Guarantee, or the item is faulty.
Faulty: Within 30 days of purchasing, a refund or replacement is possible.
Clearance: These items are final sale.

Change of mind

You have 30 days from the date of purchase to contact us about a return.

To be eligible, the item must be unused and in the same condition you received it, in its original packaging. We'll ask for photos confirming the condition before we approve the return.

If approved, we refund the price paid for the product. Shipping costs paid at checkout, including any upgraded or express service, are not refunded. You are responsible for the cost of returning the item, and that cost is not refundable.

Used products

Once a product has been used, we're unable to accept a return.

There are a few exceptions: the Performance Booster Guarantee, faulty products and incorrect sock size. Whilst we cannot accept a return or refund of the socks due to hygiene reasons, we may offer a reduced price replacement for the correct size.

Performance Booster Guarantee

The Adult Gravity Belt, Junior Gravity Belt and Kinetic Band are covered by our Performance Booster Guarantee.

If you feel your game did not improve at all in the first 14 days after your product arrives, contact us within those 14 days and we'll refund your order. Upgraded or express shipping charges paid at checkout are not included in the refund.

The guarantee follows our normal returns process: email help@xpandstore.com, send photos confirming the condition of the product, receive confirmation and next steps from our team, and your refund is initiated once the return is underway. Return shipping is on us.

Faulty or damaged products

If something arrives faulty or develops a fault, contact us within 30 days of purchase with your order number and photos or video showing the issue.

We'll replace the item wherever we can. If a replacement isn't possible, we'll refund you. Return shipping on faulty items is covered by us.

This does not affect any rights you have under consumer law in your country.

Bundles

Bundles are sold at a bundle price, so individual items within a bundle cannot be returned on their own.

A full bundle can be returned under the change of mind rules above, with return shipping at your cost.

If one item in a bundle is faulty, we'll replace it, or refund the amount paid for that item within the bundle.

Clearance and non-returnable items

Items purchased from our Clearance collection are final sale and cannot be returned or refunded, unless they are faulty.

For hygiene reasons, we cannot accept returns on Clutch Cups, Ice Baths or Pro Socks once opened.

Delivery issues

Customs duties and taxes: Any duties or taxes charged on arrival are the responsibility of the customer. If a parcel is returned to us or destroyed because these charges weren't paid, we are unable to offer a refund.

Uncollected parcels: If your parcel is held for collection, please collect it promptly, as carriers can begin returning parcels within 3 to 5 business days. Parcels returned to us because they weren't collected are not eligible for a refund. You're welcome to request a reshipment, with postage at your cost.

Incorrect address: Please check your shipping address at checkout. If a parcel is returned or lost because the address was incorrect or incomplete, we can reship it at your cost, but we're unable to offer a refund.

Carrier error: If your parcel is returned or undeliverable and you believe the carrier was at fault, let us know. We'll open an investigation with them. Where the carrier is found to be at fault, we'll arrange a reshipment or a refund.

How to start a return

Email help@xpandstore.com with your order number and photos of the product and its packaging.
Wait for our confirmation. Please do not send anything back before you hear from us.
We'll confirm the closest return address for you, whether that's New Zealand, China or the USA.
Send the item back using a tracked service and share the tracking number with us.

We don't guarantee receipt of returned items, so for anything over $75 we'd recommend tracked shipping with insurance.

Refunds

Once your return is received and inspected, we'll email you to confirm whether the refund has been approved. Approved refunds are issued to your original payment method within 10 business days.

If you haven't seen your refund after that, check your bank account, then contact your card provider and bank, as posting times vary. If it still hasn't appeared, email us at help@xpandstore.com.

Exchanges

We replace items that are defective or damaged. To arrange an exchange for the same item, email help@xpandstore.com.

EU customers: right of withdrawal (14 day cooling-off period)

If you're a consumer based in the European Union, you have the right to withdraw from your purchase within 14 days without giving a reason, under EU Directive 2011/83/EU and Directive 2023/2673. This right applies in addition to, and takes precedence over, the general terms above.

The withdrawal period expires 14 days from the day you, or a third party indicated by you, take physical possession of the goods. For orders delivered in multiple parcels, the period runs from receipt of the final item.

How to withdraw: Tell us your decision in a clear statement, either using the withdrawal button in your order confirmation or by emailing help@xpandstore.com with your order number. Sending your notice before the 14 days expire is enough to meet the deadline.

Condition of goods: You may inspect the goods as you would in a shop. You are liable for any reduction in value resulting from handling beyond what's necessary to establish their nature, characteristics and functioning. Where returned goods show signs of use or wear beyond basic inspection, we'll deduct an amount reflecting that reduced value from your refund.

Returning the goods: Send the goods back without undue delay and no later than 14 days from the day you notify us. You bear the direct cost of return. Email help@xpandstore.com and we'll confirm the correct address.

Refunds: We'll refund all payments received from you, including standard delivery cost, no later than 14 days from the day we're informed of your decision. We may withhold the refund until we've received the goods back or you've supplied proof of sending, whichever is earliest. Where you chose a delivery option more expensive than our standard offering, we refund the standard cost.

Exceptions: The right of withdrawal does not apply to sealed goods that aren't suitable for return once unsealed for health or hygiene reasons. Opened Clutch Cups, Ice Baths and Pro Socks are excluded.

UK customers: right to cancel (14 day cooling-off period)

If you're a consumer in the United Kingdom, you have the right to cancel your order within 14 days without giving a reason, under the Consumer Contracts Regulations 2013. This right applies in addition to, and takes precedence over, the general terms above.

The cancellation period expires 14 days from the day you, or a third party indicated by you, take physical possession of the goods. For orders delivered in multiple parcels, the period runs from receipt of the final item.

To cancel, email help@xpandstore.com with your order number and a clear statement of your decision before the 14 days expire. Return the goods within 14 days of telling us, at your own cost. We'll refund your payments, including standard delivery cost, within 14 days of receiving the goods back or proof of postage, whichever is earliest. We may reduce your refund to reflect any loss in value caused by handling beyond what's necessary.

The right to cancel does not apply to sealed goods that aren't suitable for return once unsealed for health or hygiene reasons, including opened Clutch Cups, Ice Baths and Pro Socks.

New Zealand and Australian customers

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Australian Consumer Law. If a product is faulty, not of acceptable quality, or doesn't match its description, you're entitled to a remedy under those laws regardless of the timeframes set out above.

Contact help@xpandstore.com