Refund policy

Return & Refund Policy

Last updated: 20/06/2026

XiT is a small, founder-led product made in limited batches and sold to customers across Australia. We want every XiT to leave you genuinely satisfied, and where it doesn't, we want to make it right. This policy explains how returns, refunds, exchanges, and faulty-item claims work — and how it sits alongside your rights under Australian Consumer Law.

1. Your rights under Australian Consumer Law

Under the Australian Consumer Law (ACL), goods sold in Australia come with automatic consumer guarantees that cannot be excluded, modified, or waived by any contract, terms, or policy — including this one. These guarantees include that goods must be of acceptable quality, fit for any purpose disclosed at the time of purchase, match their description, and arrive in a reasonable timeframe.

If a XiT product fails to meet these guarantees, you are entitled to a remedy — a repair, replacement, or refund — depending on whether the failure is major or minor. Where the failure is major, you choose the remedy. Where it is minor, we may choose to repair the item within a reasonable time.

Nothing in this policy limits or removes those rights.

2. Change-of-mind returns

We accept change-of-mind returns within 30 days of delivery, subject to the following conditions:

The product must be unused, in its original undamaged packaging, with all included accessories and documentation.

The product must not show signs of use, scratches, fingerprints, or contact with cigarettes, ash, lighter fluid, or smoke residue. XiT is a precision-finished item, and we cannot resell or recondition units that have been used.

You must contact us at [SUPPORT EMAIL] within the 30-day window to request a Return Authorisation before sending anything back. Items returned without prior authorisation may not be processed.

You are responsible for return shipping costs and for ensuring the item reaches us safely. We recommend using a tracked and insured service, as we cannot refund items that are lost or damaged in return transit.

Once we receive and inspect the return, we will process your refund within 5 business days to the original payment method. Please allow an additional 3–10 business days for the refund to appear, depending on your bank or card provider.

3. Pre-orders and waitlist orders

XiT is currently in pre-order and limited-batch phase. The following applies specifically to pre-orders:

You may cancel a pre-order at any time before your batch enters manufacturing, for a full refund of the amount paid. We will email you in advance of the manufacturing cut-off so you have a clear opportunity to cancel if your circumstances change.

Once your batch has entered manufacturing, pre-orders can no longer be cancelled, but the standard 30-day change-of-mind return window still applies from the date you receive the product.

Estimated shipping dates for pre-orders are provided in good faith and may shift due to manufacturing, freight, or supply factors. If the shipping window extends materially beyond what you were told at purchase, you may request a full refund regardless of where the order sits in the manufacturing process.

4. Faulty, damaged, or incorrect items

If your XiT arrives damaged, defective, or is not what you ordered, please contact us at info@xit.net.au within 14 days of delivery with:

Your order number;

Clear photographs of the issue and the packaging it arrived in;

A short description of the fault.

Where the issue qualifies as a major failure under the ACL — for example, the case is unsafe, substantially different from its description, or cannot be made to work as a smart case — you may choose between a refund, replacement, or repair.

Where the issue is a minor fault, we will repair or replace the unit at our expense, including return shipping, within a reasonable time.

We do not cover damage caused by drops, exposure to liquids beyond what the product is rated for, attempts to disassemble the case, or use outside of the product's intended purpose.

5. Warranty

XiT comes with a 12-month limited manufacturer's warranty against defects in materials and workmanship, beginning from the date of delivery. This warranty operates in addition to — and does not replace or limit — your rights under the Australian Consumer Law.

The warranty covers manufacturing defects, premature finish failure, and electronic or app-connectivity faults arising from normal use. It does not cover cosmetic wear, scratches, dents, or damage resulting from accident, misuse, modification, or unauthorised repair.

6. Refund timing and method

Approved refunds are processed to the original payment method only. We cannot refund to a different card, account, or person. Refund timing:

XiT processes the refund within 5 business days of approving the return.

Card and PayPal refunds typically appear within 3–10 business days after we process them, depending on your provider.

If 14 business days have passed since we confirmed your refund and you still don't see it, contact your bank or card issuer first, then contact us if needed.

7. Items not eligible for change-of-mind return

For hygiene, safety, and integrity reasons, the following are not eligible for change-of-mind returns (but remain covered by your Australian Consumer Law rights if faulty):

Products that have been used, including any contact with cigarettes, ash, or smoke residue;

Items with broken, missing, or significantly damaged packaging;

Gift cards and digital codes;

Final-sale, deeply discounted, or "as-is" items, where this was clearly stated at the time of purchase.

8. How to start a return or refund

Email us at info@xit.net.au with:

Your order number;

The reason for your return;

Photographs (if reporting damage or a fault);

Your preferred outcome — refund, replacement, or repair.

We aim to respond within 2 business days. Once approved, we will send you a Return Authorisation number and the return address. Please do not send any item back before receiving this — unauthorised returns delay processing and may not be accepted.

9. Contact

For any questions about this policy or about a specific order:

Email: info@xit.net.au
Business hours: Monday to Friday, 9am–5pm AEST/AEDT (excluding public holidays)

10. Changes to this policy

We may update this policy from time to time. The version that applies to your order is the version in effect on the date you placed it. The "Last updated" date at the top of this policy reflects the most recent change.