RETURNS / RETURN SHIPMENTS

How do I register a return with a customer account?

To send a return back to us, it must be registered in advance. You can do this simply in your customer account under „My account“ and then in the menu on the left under „Returns“.

Here you can create a return shipment for your respective order.

Simply select the item and reason, then print out the return slip and return label.

Since 13 June 2014, the provisions of the EU Directive on consumer rights have been in force in Germany.
New: You bear the direct costs of returning the goods.
Fees for using our return label (RETURN COSTS) will be deducted from the refund.
To compensate for the return costs, you will receive a voucher worth EUR 10 (valid for purchases of EUR 100 or more).

Alternatively, you can also send the parcel to us yourself by post/DHL or another logistics provider.

Returns from Switzerland with a goods value of over €1000 must be registered with us by telephone on 08503 924 29 0 or by e-mail to service@xspo.de.

How do I register a return without a customer account?

To return an item to us, you must register it in advance. You can do this easily under GUEST LOGIN.

Enter „Your order number“ and „Your email address“ here. You can then select the quantity and the reason for the return.

Finally, the return slip and the return label can be printed out.

Since 13 June 2014, the provisions of the EU Directive on consumer rights have been in force in Germany.
You bear the direct costs of returning the goods.
Fees for using our return label (RETURN COSTS) will be deducted from the refund.
To compensate for the return costs, you will receive a voucher worth EUR 10 (valid for purchases of EUR 100 or more).

Alternatively, you can also send the parcel to us yourself by post/DHL or another logistics provider.

Returns from Switzerland with a value of over €1000 must be registered with us.

What are the costs for using our returns label?

Since 13.06.2014, the provisions of the EU Consumer Rights Directive have applied in Germany.
You bear the direct costs of returning the goods.

The fees for using our return label, which will be deducted from your refund, can be found under RETURN COSTS.

As compensation for the return costs, you will receive a voucher worth EUR 10 (valid for purchases over EUR 100).

Alternatively, you can also send the parcel to us yourself by post/DHL or another logistics provider.

Returns from Switzerland with a goods value of over €1000 must be registered with us by telephone on 08503 924 29 0 or by e-mail to service@xspo.de.

How do I register returns in Switzerland?

After entering the address data, the customs declaration must be completed (see example).

Example of the customs declaration

In addition to the parcel label, the customs declaration must be attached to the outside of the parcel in a shipping bag (available from Swiss Post).

If the customs declaration is not attached, the return shipment will be delayed, as the shipment will first be delivered to German customs and we will be asked to prepare a return customs declaration.

This will incur additional costs of €20.00, which we will deduct from the refund.

How can I return the parcel myself?

To return an item to us, you must register it in advance. You can do this easily under GUEST LOGIN.
The costs for this can be found under: RETURN COSTS

As an alternative to using our return label, you can also send the parcel to us yourself by post/DHL or another logistics provider.
You will also receive a EUR 10.00 voucher code for the postage costs incurred for the return/return shipment, which is included in the return receipt email and is valid for your next purchase with a purchase value of EUR 100.00 or more.

Returns address EU/Switzerland:

XSPO.de
Hartham 16
94152 Neuhaus/Inn
Germany

In this case, please be sure to return the parcel FREE. Unpaid returns will not be accepted.
Please enclose the return slip with the return shipment. The return will be refunded according to your method of payment.

In case of prepayment or cash on delivery, please note your bank details on the return slip.

Will I receive compensation for the return costs?

Yes, in return you will receive a EUR 10.00 voucher code after receipt of the return, which is included in the return e-mail and is valid for the next purchase of EUR 100.00 or more.

What do I have to enclose with the return?

So that your return can be assigned, please enclose the return slip with the return and note your account number here if you have chosen the payment method prepayment or cash on delivery (otherwise the refund will be made according to the chosen payment method).

Can I exchange items?

Unfortunately, we are unable to offer exchanges for technical reasons. If you would like an item in a different size, please create a new order. The return (returned item) will be refunded.

When will I receive my refund?

Once the return has been received and processed, the amount will be refunded within 10 working days to the payment method you selected when placing the order.

How long can I return goods?

You can return goods in as-new condition within 14 days of receiving the package. When returning goods, please be sure to use the outer carton around the goods box (e.g. for shoes, helmets, etc.). In the case of textiles, please return them in the protective cover. Items that are returned must be unused and with all labels attached.

What happens if the 14-day return period is exceeded?

If you have significantly exceeded the statutory right of withdrawal of 14 days, we may no longer accept the return shipment and send the goods back to you. The return costs incurred for this must be paid by you in advance.
If, at our sole discretion, we do accept your late withdrawal, we will charge a processing fee, which currently corresponds to 20 percent of the value of the goods.

Which items are excluded from returns?

We must exclude from the return/exchange option goods that have been specially tailored for you (skis that have been specially drilled and assembled according to the sole length).

Is an impairment test carried out on goods?

You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for checking their condition, properties and functionality.