Refund policy

Returns policy

We strongly advise all our customers to read the following terms and conditions before making a purchase:

1. The customer has the right to withdraw from the contract and return the purchased product within 14 days of receipt.
2. the customer must inform X-HOOK.COM of the returned product and the tracking number by sending an email to our email address: Kontakt@x-hook.com  Otherwise the return procedure may not be possible. We kindly ask you to put on the packaging with the device the information: "RETURN X-HOOK.COM".
3. Customers will only be charged once for shipping costs (this includes returns). Customers are not charged a handling fee for the return.
4. In case of returning a purchase, the procedure time at X-HOOK.COM is from 3 to 6 working days from the day of receiving the returned item.

The time of refund depends on the method of payment:
- PayPal refund: funds will appear in your account within 48 hours
- Refunds to a bank account or credit card may take up to 7 working days and depend entirely on the card provider and intermediaries.

 

Defective goods on delivery
In the case of goods that are faulty on delivery, you must contact our customer service within 2 working days of receipt. Kontakt@x-hook.com

When the outer packaging is damaged or distorted.
1. immediately report the matter to the courier company and ask for a written confirmation with a stamp.
2. Please email us with a photo of the goods / packaging you have received and a detailed description of the problem, the written confirmation referred to above and your order number so we can quickly confirm the matter.
3. Once we have verified all the necessary information, we will make an exchange or full refund of the price, depending on the customer's preference.

When the outer packaging is in good condition but the goods are faulty.
1. Please email us with a photo of the goods/packaging received and a detailed description of the problem.
Once we have verified all the necessary information, we will make an exchange or full refund of the price, depending on the customer's preference.

Order incomplete on delivery
1. Please email us with a photo of the goods / packaging received and a detailed description of the problem.
2. Once we have verified all the necessary information, we will send the missing items.

Attention:
1. You may need to send back the faulty / incorrect goods before an exchange can be made.
2. Before you make a dispute or refund request, we kindly ask you to contact us. We are always open to help and find a solution.

Return shipping fees
Responsibility for the return shipping charge depends on the length of time the goods have been in use.

1. unsatisfactory goods - 14 days - Cost is borne by the customer (exchange or price refund guarantee).
The customer pays the shipping fee if the goods are returned to us, which we return at our own request. Upon receipt of the goods, we will refund the cost of the unit (no shipping charge) or send a replacement product, depending on the customer's preference.
2. merchandise defective upon receipt - x-hook.com will guarantee a replacement or refund and cover the return shipping fee. Upon receipt, we will refund the price or replace the item, depending on the customer's preference. 
3. warranty repair - x-hook.com guarantees a free repair and covers the return shipping fee (shipping of working equipment from the service center to the customer). 

Attention:
1. Replacement of goods or refund of price can only take place after we receive the returned goods.
2. All unfounded (i.e. caused by the customer) reasons for damage to the goods are outside the scope of the warranty
3. if a returnable item has scratches or damage, x-hook.com reserves the right to charge for this damage.