Refund policy

Return & Refund Policy

Last Updated: 3/25/2025

1. Our 30-Day Return Policy

We have a 30-day return policy, which means you have 30 calendar days after receiving your item to request a return. If 30 days have passed since delivery, we typically cannot offer a refund or exchange unless the product is confirmed defective (see “Damages and Issues” and “Defective Exchanges” below).

Eligibility for Return

  • Your item must be in the same condition that you received it—unworn, unused, and with tags (if applicable)—and in its original packaging.
  • Proof of purchase (e.g., order confirmation or receipt) is required.

2. How to Start a Return

To begin the return process, please contact us at Sales@distantxtremes.com and provide:

  • Your order number or proof of purchase
  • A brief description of the reason for return

If your return is authorized, we will provide you with:

  • Instructions on how and where to send your package
  • A return shipping label only if the item is deemed defective/DOA (otherwise, the cost of return shipping is your responsibility)

Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return questions at Sales@distantxtremes.com or by phone at (888) 234-8432.

3. Damages and Issues (Defects, Wrong Item, DOA)

  1. Damaged or Wrong Item
    Inspect your order upon reception and contact us immediately (within 5 days of delivery) if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

  2. Dead on Arrival (DOA) Products

    • A DistantXtremes- or Xenonsplus-branded hardware product is considered DOA if it exhibits a hardware failure preventing basic operation when first used out of the box.
    • If you believe your product is DOA, contact Technical Support at (888) 234-8432 within 5 calendar days of the invoice date.
    • If confirmed DOA, you may choose:
      • Replacement with the same product
      • Repair (once this option is chosen, no replacement is possible)

    If the product is found not to be DOA, our standard return/refund policies (including any restocking fees) apply.

4. Exceptions / Non-Returnable Items

  1. Customized, Personalized & Group Orders
    Configure-to-order, personalized, group-purchase, or other customized products cannot be returned for exchange or refund under any circumstances, unless confirmed DOA.

  2. Perishable Goods / Hazardous Items
    We do not accept returns of items that are perishable (food, flowers, plants) or hazardous materials (flammable liquids or gases).

  3. Sale Items or Gift Cards
    We cannot accept returns on sale items or gift cards.

  4. Physical Damage by Customer
    No refunds or exchanges are provided for items damaged by the customer.

  5. Third-Party (Non-DistantXtremes) Products
    Warranty or support for third-party items is handled exclusively by their respective manufacturers. DistantXtremes’s limited warranty applies only to DistantXtremes- or Xenonsplus-branded items.

5. Exchanges

  1. Color/Style Changes

    • If you wish to exchange an item for a different color or style, you must notify us within 5 calendar days of delivery.
    • You are responsible for return shipping costs unless the item is defective.
    • We must receive your return in a reasonable timeframe (e.g., postmarked within 5 days of your exchange request) and in original, undamaged condition.

  2. Defective Exchanges

    • If the product is found defective within 30 days of delivery, contact us at (888) 234-8432.
    • If confirmed defective, DistantXtremes will cover the return shipping cost.
    • A replacement or repair will be arranged at our discretion.

Fastest Method: If you simply need a different color/size right away, we suggest placing a new order for the correct item and returning the original item via our standard return process.

6. Return Shipping & Responsibility

  • For non-defective returns, customers bear the cost of return shipping.
  • We strongly recommend using a carrier that provides tracking and purchasing shipping insurance.
  • If a returned product is lost or arrives damaged and was not insured, DistantXtremes is not responsible for replacement or refund.

7. Refunds & Restocking Fees

  1. Refund Approval
    We will notify you once we’ve received and inspected your return. If approved, you will be automatically refunded on your original payment method within 10 business days.

    • Please note it may take additional time for your bank or credit card company to process and post the refund.

  2. Restocking Fee

    • Opened hardware or accessory returns may incur a 15% restocking fee, provided the product is in otherwise original condition with all accessories and packaging.
    • No refunds will be given for items returned after 30 days or that otherwise do not meet our return criteria.

  3. If More Than 15 Business Days Have Passed
    If you haven’t received your refund after 15 business days from approval, please contact Sales@distantxtremes.com.

8. European Union 14-Day Cooling-Off Period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Your item must still be in the same condition you received it (unworn/unused, with tags, and in its original packaging) along with proof of purchase. All other return processes and responsibilities (shipping costs, etc.) remain applicable unless required otherwise by EU consumer laws.

9. Other Terms & Conditions

  1. Governing Law
    These policies are governed by Alabama law, to the extent permitted by law, and do not override any mandatory consumer rights in your jurisdiction.

  2. Policy Modifications
    We may correct errors, cancel orders where pricing/availability errors are found, or modify these terms at any time without notice.

  3. Severability & No Waiver
    If any section of this policy is found invalid by a court of competent jurisdiction, it is considered severable and does not affect the validity of the remaining provisions. DistantXtremes’s failure to enforce any part of this policy shall not be deemed a waiver.

  4. Agreement
    By purchasing from DistantXtremes, you acknowledge and agree to this Return & Refund Policy in its entirety.

Contact Us

For any questions or assistance regarding returns and refunds, please reach out:

  • Email: Sales@distantxtremes.com
  • Phone: (888) 234-8432
  • Return Address:
    DistantXtremes
    2455 Moody Parkway, Unit 1116
    Moody, AL 35004
    United States

Quick Summary

  1. 30-Day Window: You have 30 days after delivery to request a return (14 days in the EU per local regulations).
  2. Condition: Items must be in the same condition you received them, in original packaging, with proof of purchase.
  3. Color/Style Exchanges: Must be requested within 5 days of delivery.
  4. Defective/DOA: We cover return shipping and will replace or repair.
  5. Restocking Fee: 15% fee for opened hardware/accessories returned in good condition.
  6. Contact Us First: Always email or call before returning; unauthorized returns may be refused.