Refund policy

Xactwear Return & Refund Policy

Effective: August 28, 2026

At Xactwear, we want you to feel confident about what you order and what arrives at your door. If something isn't right, contact us and we'll work with you to resolve it.

This Return & Refund Policy applies to purchases made through Xactwear.com.

1. 30-Day Return Window

Eligible items may be returned or exchanged within 30 calendar days from the date your order is marked as delivered by the shipping carrier.

To qualify for a return or exchange, the item must be:

Unworn and unused, other than being tried on for fit.
Unwashed.
Unaltered.
Free from stains, odors, damage, pet hair, or other signs of use.
Returned with the original tags and labels attached.
Returned in its original packaging where reasonably possible.

A return request must be submitted within the 30-day return window.

Once a return is approved, the item must be postmarked back to us within 14 calendar days of approval.

If an approved return is not postmarked within 14 calendar days, the return authorization may expire. If this happens, contact us. We will review the circumstances and, where reasonable, issue a new authorization. We will not refuse an otherwise eligible return solely because of a short delay where you have contacted us about it.

2. Returns for Size, Fit, Color, or Change of Mind

We accept returns on eligible standard products if you change your mind, order the wrong size, choose the wrong color, or decide the product is not right for you.

For these returns:

The customer is responsible for return shipping costs.
We recommend using a trackable shipping method.
Xactwear does not charge a restocking fee.
Because Standard Shipping is free, there is no outbound Standard Shipping charge to deduct from your refund.
If you paid for Fast Delivery, the $30 Fast Delivery charge is non-refundable unless the return resulted from an error by Xactwear.

Your refund will be issued to your original payment method after the returned product has been received, inspected, and approved.

3. Exchanges

Eligible standard products may be exchanged within the same 30-day return window.

For an exchange requested because of size, fit, color, or preference:

The customer is responsible for shipping the original item back to us.
Xactwear covers Standard Shipping for the replacement item.
If you request Fast Delivery for the replacement and the replacement qualifies, the applicable $30 Fast Delivery charge will apply.
If the requested replacement is unavailable, we will offer an available alternative or a refund to your original payment method.

4. Damaged, Defective, or Incorrect Products

If you receive an item that is damaged, defective, or different from what you ordered, please contact us.

For damage visible on arrival or an incorrect item shipped, contact us within 7 calendar days of delivery so the issue can be documented promptly.

For a defect that only becomes apparent with use, contact us as soon as you notice it.

Nothing in this policy limits any warranty or consumer-protection rights available to you under applicable law.

When contacting us, please provide:

Your order number.
A description of the issue.
Clear photographs of the product.
Photographs of the packaging where relevant.

If we confirm that the product was damaged, defective, or incorrectly fulfilled, Xactwear will cover the return shipping cost and provide a prepaid return label or another approved return method.

Depending on the circumstances, you may choose or be offered:

A replacement.
An exchange.
A full refund.

If a refund is issued for a confirmed damaged, defective, or incorrect product, any shipping charge you paid for the affected item will also be refunded.

There is no restocking fee.

5. Non-Returnable Items

The following are not eligible for standard returns or exchanges:

Products personalized to your specifications, including custom measurements, monogramming, or other customer-requested modifications.
Promotional credit and reward balances.
Products clearly marked Final Sale on the product page before purchase.
Items that have been worn, washed, altered, damaged, or otherwise used after delivery beyond what is reasonably necessary to try the item on.
Products damaged through misuse, negligence, incorrect care, or normal wear and tear.
Items for which a return request was submitted after the 30-day return period.

Made-to-Order Items Are Returnable

A standard catalog product made to order because your selected size was temporarily unavailable is not considered personalized.

If Xactwear makes a standard catalog product to fulfill your order because your size was temporarily out of stock, that product remains fully eligible for our standard 30-day return policy.

Only products genuinely customized according to customer-requested specifications are excluded from standard returns.

Personalized and Final Sale products are still protected if they arrive damaged, defective, or different from what you ordered.

6. How to Request a Return or Exchange

Before sending any item back, contact Xactwear at info@xactwear.com or through the Contact Us page on Xactwear.com.

Please provide:

Your full name.
Order number.
Product you wish to return or exchange.
Reason for the request.
Photographs if the item is damaged, defective, or incorrect.

We aim to respond within 2 business days with return instructions.

Returns Address

Our returns facility is located at:

XACTWEAR 28 Meyer Ln Medford, NY 11763 United States

The return facility may differ from the address from which your package was originally shipped.

Do not automatically return your order to the sender address shown on the shipping package.

Returns sent without prior authorization may be delayed while we attempt to identify and match the shipment to an order.

7. Return Shipping

For returns caused by size, fit, color, preference, or change of mind, the customer is responsible for return shipping costs.

For confirmed damaged, defective, or incorrect products, Xactwear will provide a prepaid return label or reimburse reasonable approved return shipping costs.

Keep your return tracking information and shipping receipt until the return has been completed.

8. Refund Processing and Timing

Once your return arrives at our return facility:

We aim to inspect the return within 3 business days of receipt.
If approved, we initiate the refund to your original payment method within 5 business days of inspection.
Your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.

We will notify you when the refund has been initiated.

Please note: the timeline above applies to returned products, which must be received and inspected before a refund is initiated. Orders cancelled before dispatch are refunded on a faster timeline — within 3 business days — under our Cancellation & Order Modification Policy.

If a returned product does not meet the eligibility requirements in this policy, we will contact you before taking further action.

You may be given the option to have the item returned to you at your expense or authorize another appropriate resolution.

We will not intentionally retain both an ineligible returned product and the customer's payment without communicating the available options.

9. Partial Returns, Promotions, and Promotional Credit

If you return part of an order that qualified for a promotional discount, free gift, or order-value-based promotion, and the remaining products no longer satisfy the promotion's qualifying requirements, your refund may be adjusted to reflect the price that would have applied to the products you kept.

Any free gift associated with a returned order must also be returned in eligible condition to receive the full applicable refund.

If part of an order was paid using promotional credit, the portion originally paid using promotional credit will be restored as promotional credit rather than refunded as cash.

10. Lost Returns

Customers are responsible for return shipments until they reach our return facility unless the return label was supplied directly by Xactwear.

We strongly recommend using a trackable shipping service.

11. Lost Shipments

If tracking has stopped updating for an unusual period or your order has not arrived within its expected delivery window, contact us within 30 calendar days of the estimated delivery date.

We may open an investigation with the shipping carrier.

If the carrier confirms that the package was lost in transit, Xactwear will offer:

A replacement at no additional cost; or
A full refund for the lost item.

12. Packages Marked Delivered but Not Received

If tracking shows that your order was delivered but you cannot locate it, first check:

Around the delivery location.
With members of your household.
With neighbors where appropriate.
Mailrooms, parcel lockers, front desks, or other secure delivery areas associated with your address.

If the package remains missing, contact us within 7 calendar days of the carrier's delivery scan.

We will review the tracking information and, where appropriate, open an investigation with the carrier.

A carrier delivery scan does not automatically prevent us from reviewing your case. Replacement or refund eligibility may depend on the circumstances and outcome of the carrier investigation.

13. Refused or Undeliverable Packages

If a package is returned to us because it was refused or could not be delivered, contact our customer support team.

Once the returned item is received and inspected, an eligible refund may be issued in accordance with this policy.

Additional carrier charges resulting from an incorrect, incomplete, or undeliverable customer-provided address may remain the customer's responsibility.

Any applicable deduction will be disclosed before it is made.

14. Order Cancellations

Order cancellations and modifications are governed by our Cancellation & Order Modification Policy.

Once an order has been dispatched, it cannot be cancelled.

After delivery, an eligible item may be returned under this Return & Refund Policy.

15. Contact Us

For return, refund, or exchange assistance, contact us using the details below or through the Contact Us page on Xactwear.com.