Refund policy
Version 1.0 — Effective 7 September 2026
At Xtenia we would rather you ended up with the right equipment than with equipment you do not use. This page explains how to send something back.
There are two different things you can do, and they work differently.
If you simply changed your mind, you have a legal right to cancel within 14 days, and we extend that to 30 days as a matter of policy. See Part 1 and Part 2.
If something is faulty, that is not a return, it is a warranty matter, and the timescales are far longer. See Part 3.
Part 1 — Your legal right to cancel, 14 days
This part sets out rights you have under EU consumer law. Nothing on this page limits them.
You may cancel your order within 14 days without giving any reason.
The 14 days run from the day you, or someone you nominate other than the carrier, receives the goods. If your order arrives in more than one parcel, the period runs from the last one.
How to cancel
Tell us in a clear statement, by email to contact@xtenia.com, or by using the form at the end of this page. The form is optional. To meet the deadline it is enough that you send your message before the 14 days expire.
Sending the goods back
Send them back without undue delay and within 14 days of telling us you are cancelling.
You pay the cost of return shipping. We recommend a trackable service, since the goods remain your responsibility until they reach us.
Using the goods before you cancel
You may handle and inspect the goods as you would in a shop. You do not lose your right to cancel by opening the box, unwrapping the product or trying it.
You are liable only for any reduction in value caused by handling that goes beyond establishing what the product is and how it works. If that applies, we will tell you the amount and why before deducting it.
Your refund
We refund everything you paid, including the standard delivery cost of your original order, within 14 days of the day we are told you are cancelling.
If you chose a delivery option more expensive than our cheapest standard one, we refund the cost of the standard option.
We may hold the refund until we receive the goods, or until you show us you have sent them, whichever comes first.
Refunds go back to the payment method you used. There is no charge.
The only exceptions
The right to cancel does not apply to:
- Goods made to your specifications or clearly personalised.
- Sealed goods that cannot be returned for health protection or hygiene reasons.
There are no other exceptions. In particular, this right applies in full to goods bought on sale, in a promotion, with a discount code or as part of a bundle.
If you return part of a bundle, we refund the difference between the bundle price and the current price of what you keep.
Part 2 — Our 30-day returns policy
Beyond the 14 days above, we give you a further 16 days, 30 in total from delivery, to change your mind. This part is our own policy rather than a legal requirement, so it comes with conditions.
Between day 15 and day 30 we will accept a return where:
- The product is unused and in a condition we can resell.
- It comes back with its original packaging and any accessories.
- You have proof of purchase, such as an order number or invoice.
Return shipping is yours to arrange and pay for, and we refund the price of the product. Because this part is voluntary, we do not refund the original delivery cost on returns made after day 14.
If a return in this window arrives used or incomplete, we will contact you before deciding, and we may offer a partial refund rather than refusing outright.
Not covered by Part 2
- Gift cards
- Base pads, grip tape, chalk and other consumables once used
These are excluded from our voluntary extension only. Your rights under Part 1 and Part 3 are unaffected.
Part 3 — If something is faulty
A faulty product is not a change of mind and this page's 30 days do not apply to it.
We are liable for goods that do not conform to the contract for three years in Spain and at least two years elsewhere in the EU, with longer periods in some countries. During the first two years in Spain, a fault that appears is presumed to have been there at delivery unless we prove otherwise.
If a product is faulty we will repair or replace it free of charge, and we pay the return postage. Email contact@xtenia.com with your order number, a description of the problem and photographs.
Structural components of our parallettes, rings and dip belts are also covered by the Xtenia Lifetime Structural Guarantee, which is a voluntary commercial guarantee in addition to the above. Its full terms are on our website.
How to start a return
Email contact@xtenia.com with:
- Your order number
- Which items you are returning
- Whether you are cancelling, returning under our 30-day policy, or reporting a fault
We will reply with the return address and confirm what happens next.
Please pack the goods well enough to survive the journey. Where you arrange the return yourself, the goods are your responsibility until they reach us, which is why we suggest a trackable service.
Questions
Model cancellation form
Complete and return this form only if you wish to cancel the contract. Using it is optional.
To:
Xtenia
Bideberrialde 52, B, 31810 Bakaiku, Navarra, Spain
Email: contact@xtenia.com
I/We () hereby give notice that I/We () cancel my/our () contract of sale of the following goods ():
Ordered on () / received on ():
Name of consumer(s):
Address of consumer(s):
Order number:
Signature of consumer(s):
(Only if this form is notified on paper.)
Date:
(*) Delete as appropriate.