Our Commitment to Your Satisfaction

At Xspo Shop, we understand that precision equipment is essential for your mountain adventures. Whether you’re preparing for FIS racing competitions, freestyle sessions, or backcountry exploration, we want you to be completely satisfied with your purchase. Our returns and exchanges policy is designed with the global skiing community in mind, ensuring a smooth process if your equipment needs adjustment.

Returns & Exchanges Timeframe

We accept returns and exchanges within 15 days from the date you receive your items. This gives you adequate time to inspect your alpine skis, freeski gear, or avalanche safety equipment and ensure it meets your performance expectations.

Condition Requirements

To be eligible for return or exchange, items must be in their original condition:

  • Unused and in original packaging
  • All tags and protective covers attached
  • No signs of wear, damage, or modification
  • Original purchase receipt or order confirmation available

⚠️ Important: Non-Returnable Items

Due to hygiene and safety considerations, the following products cannot be returned or exchanged unless faulty:

  • Freeski boots and Racing ski boots Non-returnable
  • Freeski helmets and Racing ski helmets Non-returnable
  • Freeski goggles and Racing goggles Non-returnable
  • Freeski protectors Non-returnable
  • Any personalized or custom-fitted equipment Non-returnable

These items may only be returned if they arrive damaged or defective.

Step-by-Step Return Process

Step 1: Submit Your Return Request

Within 15 days of receiving your order, email us at [email protected] with the following information using our template below.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Xspo Shop Team, I would like to request a [return/exchange] for my recent purchase. Order Number: [Your Order Number] Purchase Date: [Date of Purchase] Item(s) to Return: [Product Name(s) and SKU if available] Reason for Return: [Please specify – Size issue, wrong item, damaged, etc.] Preferred Resolution: [Refund / Exchange for (specific product)] I confirm that the item(s) are in original condition with all packaging and tags intact. Customer Name: [Your Full Name] Shipping Address: [Your Address] Contact Email: [Your Email] Phone Number: [Your Phone Number] Thank you for your assistance. Sincerely, [Your Name]

Step 2: Receive Return Authorization

Within 2 business days, we’ll email you a Return Authorization Number and shipping instructions. Do not ship items without this authorization as we cannot process unauthorized returns.

Step 3: Package and Ship Your Return

Securely package the item(s) in their original packaging, include the Return Authorization Number on the outside of the package, and ship to:

Xspo Shop Returns
70 Westhampnett Rd
Chichester, GB CH5H 3HA
United Kingdom

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error or defective merchandise.

Step 4: Return Processing

Once we receive your return, we’ll inspect the items within 3-5 business days and process your refund or exchange according to your request.

Refund Information

Refund Timeline

  • Credit/Debit Cards (VISA, MasterCard, JCB): 5-10 business days after we process your return
  • PayPal: 3-5 business days after we process your return

What’s Refunded

We refund the purchase price of returned items. Original shipping fees are non-refundable, and return shipping costs are your responsibility unless the return is due to our error.

Exchange Orders

For exchanges, we’ll ship your new item once we receive and process your return. If the exchange item costs more, we’ll invoice you for the difference. If it costs less, we’ll refund the difference.

Damaged or Defective Items

If your racing skis, freeski bindings, or any equipment arrives damaged or defective, contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange a replacement at no additional cost, including return shipping.

Need Assistance?

Our customer service team specializes in handling time-sensitive equipment needs and is here to help with your return or exchange:

Email: [email protected]
Response Time: Within 24-48 hours
Address: Xspo Shop, 70 Westhampnett Rd, Chichester, GB CH5H 3HA

We’re committed to ensuring your Xspo Shop experience matches the precision and performance of the equipment we provide. Thank you for trusting us with your skiing needs.