Return & Refund Policy

Your guide to returns, refunds, and exchanges with XAG Australia.

Purchases through Dealers or Third Parties

If your purchase was made through our dealers or third-party vendors, you will need to process your returns, refunds, or exchanges directly with them.

Warranty Information

For details regarding our warranty policy and how it interacts with the return and refund policy, please refer to the warranty section on our website or contact our customer service team.

Compliance and Legal Requirements

This policy complies with all applicable local consumer protection laws and regulations. Any rights you may have under these laws are not affected by this policy.

Privacy and Data Protection

Customer data collected during the return and refund process will be handled in accordance with our Privacy Policy, which is available on our website.

Dispute Resolution

In the event of a dispute related to returns or refunds, please contact our customer service team to resolve the issue. If the dispute cannot be resolved amicably, it may be subject to mediation or arbitration as per the terms and conditions outlined in our service agreement.

Returns

Purchases made through XAG Australia are eligible for return within thirty (30) days from the date of purchase. Returns, refunds, or exchanges beyond this period are not permissible, except where required by law.

To qualify for a return, the item must remain unused and in the identical condition in which it was received, inclusive of the original packaging.

Items not suitable for return encompass:

Gift cards
Downloadable software products

To process a return, a receipt or proof of purchase is required. Please refrain from returning your purchase directly to the manufacturer.

You can request a return/refund/replacement under one of the following conditions:

Dead on Arrival (DOA): A replacement, return, or refund will be processed if a manufacturing defect is identified within seven (7) days of receipt or delivery. Claims beyond this period must be processed through the warranty procedure.
Manufacturing Defects: If a product has been exchanged once but continues to exhibit manufacturing defects, a refund, return, or replacement will be processed.
Delivery Issues: Returns can be processed if delivery exceeds the estimated delivery date by fourteen (14) business days, or a refund will be issued if the item is deemed lost in transit by the courier.
Change of Mind: Within thirty (30) days, a restocking fee of twenty percent (20%) will apply to products that have been activated, opened, and/or used.

Partial refunds may be applicable under these circumstances:

Any item returned in a condition differing from its original state, damaged, or missing components for reasons not attributable to our error.
Any item returned beyond thirty (30) days post-delivery, except where required by law.

Return/refund and/or exchange cannot be processed under one of the following conditions:

Damage sustained during transit not immediately reported.
Refund or exchange requests made after thirty (30) days of purchase.
Items missing original accessories, attachments, packaging, or containing damage.
Legal proof-of-purchase or receipts showing evidence of forgery or tampering.
Products with no manufacturing defects after testing by XAG Australia.
Damage caused by unauthorized modifications, improper installation, or operation.
Labels, serial numbers, waterproof marks, or false proof marks showing signs of tampering or alteration.
Damage caused by external factors, including but not limited to: Solar flare, fire, flood, high wind strength, and lightning strike.
DOA claims not processed within seven (7) days; such products must undergo a warranty claim.

Note: XAG Australia Gift Cards are not eligible for return/refund.

Refunds

Upon receipt and inspection of your return, you will be notified via email regarding the approval or rejection of your refund. If approved, the refund will be processed, and a credit will be applied to your original method of payment within a certain number of days. Shipping and handling fees will be deducted from the refund.

Delayed or Absent Refunds‍

If you have not received your refund, please check your bank account again, contact your credit card company, and reach out to your bank as there may be processing time before a refund is posted. If you have pursued all these steps and still have not received your refund, please contact us at accounts@xag-au.com.

Sale Items

Refunds are only applicable to items at regular price. Regrettably, refunds cannot be offered on sale items, except where required by law.

Exchanges

We offer exchanges solely for items that are under one of the following conditions:

The product sustained damage in transit, detected during unpacking and checking in the presence of the courier.
There was a misrepresentation of the purchased product based on its original description.
The product has manufacturing defects.

Note: If you exchange for a lower-priced product, the difference will be issued as store credit.

If you require an exchange for the same item, kindly email us and return your item to our designated address.

Email: accounts@xag-au.com

Address: Unit 5/11 Jullian Close, Banksmeadow, NSW 2019 Australia

Gifts

If your item was labelled as a gift at the time of purchase and shipped directly to you, you will receive gift credit equivalent to the value of your return. Once we receive the returned item, we will send you a gift certificate.

If the item was not designated as a gift at purchase, or if the gift giver forwarded the order to themselves to later give to you, we will issue a refund to the gift giver.

Shipping

You will be responsible for paying 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.

The delivery time of your exchanged product may vary depending on your location.

For items valued over seventy-five dollars (AUD $75), it is recommended to use a trackable shipping service or purchase shipping insurance. Receipt of your returned item cannot be guaranteed.

For additional information, please do not hesitate to contact XAG Australia via

Email: info@xag-au.com

Phone: +61 (2) 9168 7918