Refund policy

Last updated: 03/08/2026

XiT is a small, founder-led product made in limited batches and sold to customers in Australia and the United States. 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 the 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.

Consumer guarantees are not limited to a fixed period. They apply for as long as is reasonable given the price, nature, and expected durability of the product — which may be longer than the warranty in clause 6.

Nothing in this policy limits or removes those rights. If you are a consumer outside Australia, you may also have rights under the mandatory consumer protection laws of your own country, and nothing in this policy limits those either.

2. Change-of-mind returns

We accept change-of-mind returns within 14 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 info@xit.net.au within the 14-day window to request a Return Authorisation before sending anything back. Items returned without prior authorisation may be delayed in processing.
  • 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.

We do not charge restocking fees.

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.

This change-of-mind window is a goodwill offer in addition to your legal rights. It does not apply to faulty items, which are covered by clause 5 and are not subject to a 14-day limit.

3. Pre-orders

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

  • You may cancel a pre-order at any time before it is dispatched, for any reason, and receive a full refund of everything you paid — including shipping and any prepaid import duties. Simply email info@xit.net.au with your order number. You do not need to give a reason.
  • Once your order has been dispatched, the standard 14-day change-of-mind return window in clause 2 applies from the date you receive the product.
  • Estimated dispatch dates for pre-orders are provided in good faith and may shift due to manufacturing, freight, customs, or supply factors. If the dispatch window extends materially beyond what you were told at purchase, we will notify you by email and you may request a full refund regardless of where the order sits in the manufacturing process.
  • If we cannot fulfil your pre-order at all, we will notify you and refund the full amount paid without you needing to ask.

We hold pre-order funds against the manufacture of your batch. Refunds of pre-orders are processed on the same timeframes as any other refund (clause 7).

4. Orders shipped to the United States

If your order was delivered to a United States address, the following applies in addition to the rest of this policy:

  • Return shipping is at your cost for change-of-mind returns, and you are responsible for declaring the parcel correctly as a returned Australian-origin item. We recommend a tracked service. We will provide the return address with your Return Authorisation.
  • Import duties already paid to US Customs and Border Protection are generally not recoverable by us and therefore cannot be refunded on a change-of-mind return. The price of the goods will be refunded in full.
  • For faulty, damaged, or incorrect items, we bear the cost — including return shipping and any duty on a replacement unit — and we will refund duties paid on the original order where they cannot be recovered. You are not out of pocket for our error or for a product that fails a consumer guarantee.
  • International return transit adds time. We will process your refund within 5 business days of receiving and inspecting the item, but please allow 2–4 weeks for the parcel to reach us.

Rather than returning a faulty item internationally, we may ask you to provide photographs and, if the fault is clear, simply send a replacement or refund without requiring the item back. We will tell you which applies when you contact us.

5. 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.

The 14-day timeframe helps us pursue a claim with the carrier for transit damage. It is not a deadline on your legal rights — if a defect appears later in the product's life, contact us and we will assess it under the consumer guarantees.

Where the issue is a major failure under the ACL — for example, the case is unsafe, substantially different from its description, or has a defect that a reasonable person would not have accepted had they known about it — you may choose between a refund, a replacement, or a repair.

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

We do not charge you for returning a faulty item. Where returning the item would be significantly difficult or costly because of its nature or your location, we will arrange collection or waive the return.

Not covered: damage caused by dropping or crushing the case, deliberate disassembly or modification, unauthorised repair, exposure to solvents or fluids, or use for a purpose the product was not designed for. Normal cosmetic wear from everyday pocket carry is expected over time and is not a defect.

6. 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 benefits given by this warranty are in addition to other rights and remedies you have under a law in relation to the goods to which the warranty relates.

The warranty covers manufacturing defects, premature finish failure, and mechanical faults (lid, slots, plug seating) arising from normal use. It does not cover cosmetic wear, scratches, dents, or damage resulting from accident, misuse, modification, or unauthorised repair.

To claim under warranty, contact us at info@xit.net.au with your order number and photographs. We bear the cost of warranty claims, including shipping. Warranty claims are available to the original purchaser and to anyone they gave the product to.

7. Refund timing and method

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

  • 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.
  • Refunds are made in the currency you were charged in. Where currency conversion applies, the amount you receive may differ slightly from the amount you paid due to exchange-rate movement between purchase and refund. This is set by your card issuer, not by us.
  • 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.

8. 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 fully 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.

A "final sale" label removes the change-of-mind option only. It never removes your right to a remedy for a product that is faulty, unsafe, or not as described.

9. 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 wait for this before sending anything back — unauthorised returns are harder for us to trace and match to your order.

If you are cancelling a pre-order before dispatch, you do not need a Return Authorisation. Just email us your order number and we will process the refund.

10. Complaints

If you are not satisfied with how we have handled your return, refund, or warranty claim, tell us — reply to our email or write to info@xit.net.au marked "Complaint" and we will escalate it internally and respond within 10 business days.

If we cannot resolve it between us, you can contact the ACCC (accc.gov.au) or Consumer Affairs Victoria (consumer.vic.gov.au, 1300 55 81 81). US customers may also contact the consumer protection office of their state Attorney General.

11. 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)

12. 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.