X-WATCH legal information

Refund and Returns Policy

Before returning any item, please contact Customer Support and obtain written confirmation that the return has been authorised. Do not send an item before receiving that confirmation. We aim to respond within 48 hours.

How to return an item

1. Open the relevant order and select “Return items”.

2. Select the item to be returned and state the reason for the return. Choose an available Russian Post branch and select “Create return”. A return request valid for seven days will be created. We will send a return tracking number by SMS. Give that number to Russian Post and use it later to track the parcel on the Russian Post website.

3. Pack the items securely and include the relevant order number in the parcel, either on a separate sheet or on a removable label. Packaging may be purchased at a Russian Post branch or supplied by the customer, provided that it meets Russian Post requirements. Except for optional packaging costs and any costs expressly stated in these terms, the approved return is free of charge.

4. Take the parcel to the selected Russian Post branch before the return request expires. Explain that the goods are being returned to X-WORLD and provide the SMS tracking number. Russian Post will prepare the address label and register the parcel, then issue a receipt containing the parcel’s tracking number.

Time limits and eligibility

When goods may be returned
On the day the order is received, the customer may inspect it and return items that are damaged, defective, unsuitable or unwanted, subject to the conditions below. The original policy does not permit a later convenience return.
Certain categories of goods may be returned only if damaged or defective.
During the applicable warranty period, goods with a defect or manufacturing fault may be returned. If no warranty period is stated, a claim may be made within two years after delivery where the customer provides an expert report confirming that the defect existed before delivery or resulted from a cause that existed before delivery. Such a report may be obtained from a service centre. Unless a longer period is stated, the default warranty period is 30 days.
After receiving a return, we will inspect it. If the item is eligible, the refund will be processed within 10 days and the customer will be notified. If the item is not eligible, we will contact the customer by telephone.

Condition of returned goods

An item of satisfactory quality that is unsuitable or unwanted may be returned only if:
— it shows no signs of use;
— no software has been installed or activated, where relevant to the device;
— its saleable appearance has been preserved;
— its packaging is undamaged; and
— its consumer properties have been preserved, including any applicable shelf life.

Different time limits and conditions may apply to goods supplied from outside the customer’s country.

Refund payment policy

Where a customer cancels a purchase and is entitled to a refund, the refund will be made only to the same bank card used for the original payment.