Refund policy

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a free return, your item must faulty.

To be eligible for a return the item be unused and in the same condition that you received it. It must also be in the original packaging.

For unwanted or un successfully delivered packages the cost of the return will be at the customers expense and the customer must use their own tracked service to our warehouse in China or the USA.

Additional non-returnable items:

Individual Items Purchased From Within A Bundle.
Items Purchased On Sale.

To complete your return, we require a receipt or proof of purchase. We will also require some photos of the product to confirm its condition before accepting a return.
Please do not send your purchase back to the manufacturer without prior consent from our sales department. help@xpandstore.com

There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or has missing parts for reasons outside of our own error.
- Any item that is returned more than 30 days after delivery.

To Return Your Product

Reach out to our sales department about our different return options at help@xpandstore.com.

We will work with you to find the cheapest return shipping location- New Zealand, China or the USA.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.

Reshipment or Refund of Undelivered and Returned Parcels

Returned Parcels: In the event that a parcel is returned to us due to unsuccessful delivery attempts or non-collection by the customer, the following terms and conditions apply.
Reshipment Option: Customers have the option to request reshipment of the returned parcel. The customer is responsible for covering the additional postage fees for reshipment, customers must notify us within 30 days from the date of notification of the return.
Payment for Reshipment: Customers opting for reshipment are required to pay the additional postage fees as specified by us. Once payment is received, we will arrange for the reshipment of the parcel.
Refunds: Refunds are not available for orders where the customer has unsuccessfully been able to collect. It is the customers duty to ensure they collect their parcel immediately from any holding facility as the return process can take place within 3-5 business days of holding your parcel.
Communication: All communication regarding reshipment or refund requests must be made in writing via email or through our designated customer service channels. Customers must provide accurate and up-to-date contact information to facilitate communication.
Responsibility for Correct Address: It is the customer's responsibility to ensure that the shipping address provided at the time of purchase is accurate and up-to-date. We are not liable for parcels returned due to incorrect or incomplete address information provided by the customer. Refunds and returns will not be available for parcels sent to wrong addresses.
Non-Collection: Customers are responsible for ensuring timely collection of parcels from the designated delivery location. Failure to collect the parcel within the specified timeframe may result in its return to us, and the customer will be liable for any additional postage fees incurred for reshipment.
Acceptance of Terms: By purchasing from us, customers acknowledge and agree to abide by these terms and conditions regarding the reshipment of returned parcels.
Changes to Terms: We reserve the right to modify or update these terms and conditions at any time without prior notice. Any changes will be effective immediately upon posting on our website or other communication channels.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@xpandstore.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Performance Booster Guarantee

If you feel you did not improve your game at all during the first session of using a product that has the performance booster guarantee you will be eligible for a full refund of your order minus the cost of returning your product to our nearest warehouse (China, USA or New Zealand).

Exceptions

We can not provide refunds and returns on opened Clutch Cups and Ice Baths for hygiene reasons- even if they have not been used.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@xpandstore.com

EU Customers — Right of Withdrawal (14-Day Cooling-Off Period)

If you are a consumer based in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason, in accordance with 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 on which you, or a third party indicated by you, take physical possession of the goods. For an order of multiple goods delivered separately, the period runs from receipt of the last item.

How to withdraw: To exercise your right of withdrawal, you must inform us of your decision by a clear statement. You can do this using the withdrawal button provided in your order confirmation, or by emailing us at help@xpandstore.com with your order number and intention to withdraw. To meet the deadline, it is sufficient that you send your communication before the 14-day period expires.

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

Returning the goods: You must send the goods back to our nearest warehouse without undue delay, and no later than 14 days from the day you communicate your withdrawal. You will bear the direct cost of returning the goods. Please contact help@xpandstore.com and we will confirm the correct return address.

Refunds: We will refund all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. We may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent them, whichever is earliest. Refunds are issued to the original payment method at no cost to you. Where you chose a delivery option more expensive than our standard offering, we are only required to refund the cost of the standard option.

Exceptions: The right of withdrawal does not apply to sealed goods which are not suitable for return for health or hygiene reasons once unsealed. For this reason, opened Clutch Cups and Ice Baths are excluded from the right of withdrawal.