Polityka zwrotu kosztów

Return & Refund Policy

Last updated: 21 May 2026

At X-Custom, we want every customer to receive a product that is complete, functional, and ready for use. If something is wrong with your order, or if you need to return an item, please contact us and we will help you as quickly as possible.

For all return, refund, exchange, and warranty requests, contact us at:

Email: xcustom@xcustom.eu
Website: xcustom.cz
Return address: Provided by email after your return request is approved
Order number: Please include your order number in every message.

1. Right of withdrawal — 14 days

If you are a consumer located in the European Union, you have the right to withdraw from your online purchase within 14 days from the day you receive the goods, without giving a reason.

To use this right, please contact us by email at xcustom@xcustom.eu within 14 days of receiving your order.

Your message must include:

  • your order number,
  • your full name,
  • the product you want to return,
  • and a clear statement that you want to withdraw from the purchase.

After we confirm your request, we will send you return instructions and the correct return address.

2. Return condition

Returned products must be sent back in a condition that allows us to inspect them.

Please return the product with:

  • all original parts and accessories,
  • original packaging where possible,
  • manuals, fittings, adapters, covers, hoses, and included accessories,
  • and proof of purchase or order number.

You may inspect the product in the same way you would in a physical store. However, if the product has been used beyond normal inspection and this reduces its value, we may reduce the refund accordingly.

For HPA products, this especially applies to:

  • filled or pressurised tanks,
  • damaged threads,
  • damaged fittings or connectors,
  • scratched or visibly used regulators,
  • cut, bent, modified, or heavily used hoses,
  • products showing signs of installation damage,
  • products modified by the customer.

For safety reasons, please never ship a pressurised HPA tank. Tanks must be fully depressurised before return shipping.

3. Products that cannot be returned as standard returns

Some products may not be eligible for a standard return if they are:

  • custom-made or clearly personalised,
  • modified according to the customer’s request,
  • damaged by misuse, incorrect installation, or use outside product specifications,
  • missing essential parts or accessories,
  • returned in a condition that prevents safe inspection.

This does not affect your legal rights if the product is defective.

4. Return shipping costs

If you return a product within the 14-day withdrawal period because you changed your mind, you are responsible for the return shipping costs, unless we agree otherwise in writing.

If the product is defective, damaged on arrival, or you received the wrong item, we will cover the reasonable return shipping costs or provide return instructions.

Please do not send the product back without contacting us first. This helps us process your return faster and prevents shipping issues.

5. Refunds

Once we receive and inspect the returned product, we will notify you by email.

If your return is approved, we will refund the payment using the same payment method you used for the order, unless agreed otherwise.

Refunds are normally processed within 14 days after we receive the returned goods or after you provide proof that the goods were sent back.

Original shipping costs may be refunded only according to applicable law. Additional shipping upgrades, express delivery, or optional premium delivery services may not be refundable.

6. Damaged, defective, or incorrect products

Please check your order as soon as it arrives.

Contact us immediately at xcustom@xcustom.eu if:

  • the product is damaged,
  • the product is defective,
  • you received the wrong item,
  • something is missing from the package,
  • or the product does not match your order.

Please include:

  • your order number,
  • photos or video of the issue,
  • a short description of the problem,
  • and photos of the packaging if the shipment was damaged.

We will review the case and offer the appropriate solution: repair, replacement, missing part shipment, refund, or another suitable resolution.

7. Warranty and product issues

All products are covered by the statutory rights required by applicable consumer protection laws.

If your product develops a fault, contact us at xcustom@xcustom.eu. We will help diagnose the issue and decide whether the product should be repaired, replaced, or refunded.

The warranty does not cover damage caused by:

  • incorrect installation,
  • misuse,
  • mechanical damage,
  • dropping or impact damage,
  • unauthorised modification,
  • using the product outside stated pressure limits,
  • lack of maintenance,
  • use with incompatible parts,
  • or normal wear and tear.

This does not limit your statutory consumer rights.

8. Exchanges

If you want to exchange a product, for example for another hose color or product variant, contact us at xcustom@xcustom.eu.

Exchanges are possible only if:

  • the item is unused,
  • the item is complete,
  • the requested replacement is in stock,
  • and the return is approved by us.

If the replacement item has a different price, we will inform you before processing the exchange.

9. Pre-orders

For pre-order items, the estimated delivery date is shown on the product page or during checkout.

You may cancel a pre-order before it is shipped, unless the product was custom-made or clearly personalised for you.

Once a pre-order is shipped and delivered, the standard 14-day withdrawal period applies.

10. How to start a return

To start a return, email us at:

xcustom@xcustom.eu

Use this format:

Subject: Return request — Order #[your order number]

Include:

  • full name,
  • order number,
  • product name,
  • reason for return,
  • photos or video if the item is defective or damaged,
  • your preferred resolution: refund, repair, replacement, or exchange.

We will reply with the next steps and the return address.

11. Return address

For safety and processing reasons, please do not send any product back before contacting us.

The correct return address will be provided by email after your return request is approved.

Products sent without prior communication may take longer to process or may not be accepted if they cannot be matched to your order.

12. Contact

For any return, refund, warranty, or order issue, contact us at:

Email: xcustom@xcustom.eu
Website: xcustom.cz