Please refer to our Returns Policy & Terms of Sale Conditions before Proceeding with a return request. Section 11.1
Sometimes, things happen and you may order the wrong part, or need to request a return. Because our products are rather large, yet rather sensitive - we have specific processes to follow in assisting with returns.
Returns, Exchanges, Change of Mind etc: We do not offer exchanges. We only offer refunds or credit on returns. If you accidentally order an incorrect item, you will need to order your correct part separately and return the original item for a refund or credit. This saves on time and also allows for any delays in freight/post. If you are happy to wait for the original item to be returned and inspected, your credit can be applied to your next order.
Please note we do not accept returns on clothing, particularly period underwear. We would ask you to check & recheck your sizing & any questions relating to size, need to be referred to the manufacturer directly prior to purchase. Refunds or exchange for any faulty items will be handled in conjuction with the manufacturer & so photos will need to be emailed prior to acceptance of the return claim.
Warranty / Damage: X-POLE Australia offers the longest warranty period of any X-POLE office as we believe so strongly in the quality of X-POLE branded products. This doesn't mean you can leave your pole in the rain for 6 months and you get a new one, but it does mean if any manufacturing issues were to arise, we can sort it out.
Here is what you need to do!
Firstly LOG INTO YOUR X-POLE account.
Then select the Order.
Then select Return request.
Choose the Item & qty.
Choose the Return Reason & the desired Action.
Press Submit.
You then need to check the "Returns" section in your account, to find your Return Number (R#) that you will need in order to have our team assess your request.
Next, choose & follow the relevant process below for X-POLE Products:
Warranty
If your Return request is for a Warranty Issue or Problem with the Product (Category #1), please email the following:
1. PRODUCT SKU (Item Code located on Packaging)
2. Put in subject line your R Number eg "R#32 Warranty" with your X-Pole Order number OR Please name the reseller/stockist
3. Date of delivery & who signed
4. Part/s affected
5. Is it a product defect (i.e. factory or manufacturing issue i.e. no damage to outer packaging)?
Or a delivery issue (i.e. damaged packaging resulting in damaged product.
6. Photos or Video: Must be supplied of the issue via email to sales@xpole.com.au
7. Batch code: X-PERT & X-Sports sets underneath the upper dome/plate. X-Stages, underneath base. New PX models-it may be on the base
8. If your warranty request is approved, you will receive an email from our sales team to work out a solution as quickly as possible
Incorrect Product sent
If your Return request is for an Incorrect Product Sent (Category #2), please email the following:
1. PRODUCT SKU (Item Code located on Packaging)
2. Put in subject line your R Number eg "R#32 Dispatch Error" with your X-Pole Order number OR Please name the reseller/stockist
3. We need you to supply Photos or Video showing the condition prior to returning for insurance reasons: Must be supplied via email to sales@xpole.com.au
4. If approved, you will receive a notification with return instructions
5. We will then organise a re-dispatch and also a return label for the incorrect product to be returned to us. Please ensure the item is well packaged to avoid damage during freight as it needs to be received by us in its original packaging in good saleable condition.
Wrong Product Ordered
If your Return request is for a Wrong Product Ordered (Category #3), please email the following:
1. PRODUCT SKU (Item Code located on Packaging)
2. Put in subject line your R Number eg "R#32 Return Request" with your X-Pole Order number OR Please name the reseller/stockist
3. We need you to supply Photos or Video showing the condition prior to returning for insurance reasons: Must be supplied via email to sales@xpole.com.au
4. If approved you will receive a notification with return instructions
5. You will need to return this item at your own cost as per our Terms of sale.
6. Please ensure the item is well packaged to avoid damage during freight as it needs to be received by us in its original packaging in good saleable condition to be considered a refund, credit or exchange. Please consider sending with insurance for this reason.
Other
If your Return request is a Change of mind or Other Reason (Category #4), please email the following:
1. PRODUCT SKU (Item Code located on Packaging)
2. Put in subject line your R Number eg "R#32 Return request" with your X-Pole Order number OR Please name the reseller/stockist
3. We need you to supply Photos or Video showing the condition prior to returning for insurance reasons: Must be supplied via email to sales@xpole.com.au
4. If approved you will receive a notification with return instructions
5. You will need to return this item at your own cost as per our Terms of sale.
6. Please ensure the item is well packaged to avoid damage during freight as it needs to be received by us in its original packaging in good saleable condition to be considered a refund, or credit. Please consider sending with insurance for this reason.
All items being returned must be unused, in all their original packaging and in a saleable condition.
Please send through images of your items condition, including packaging to sales@x-pole.com.au