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Returns & Refunds

In case of purchase of products or services on the digital store XTSY the User has the right to withdraw from the contract without indicating the reasons, within 14 calendar days. The withdrawal period expires after 14 days from the day on which the User or a third party - other than the carrier and designated by the User - acquires physical possession of the goods.

To exercise the right of withdrawal, the User is required to inform the Owner of the decision to withdraw by means of an explicit declaration sent to the contacts indicated.

The User is also free to express his choice to withdraw from the contract in any other equivalent form.


The acceptance of the returned goods takes place only in the following cases (pursuant to Legislative Decree 206/2005):

- the product must be intact and unused;
- the tag accompanying the product and / or the seal must not have been removed;

If you don't like an item, you can return it within 14 days from the date it was delivered to you. Keep the prepaid label you found inside the package: you will need it if you want to ask for a return.

Remember: the right of withdrawal can only be exercised by the customer and in no case by the recipient of any gift.

The items must be returned intact and in the same state in which they were received, with tags indicating the bar code and any other seal that is part of the product.

These refunds will be made using the same payment method used by the User for the initial transaction, unless the User has expressly agreed otherwise; in any case, the User will not have to incur any costs as a consequence of this reimbursement.

The refund may be suspended until receipt of the goods or until the User demonstrates that he has returned the goods, whichever is earlier.

The User is requested to return the goods and deliver them to the Owner and / or to the offices indicated in the request phase, without undue delay and in any case within 14 calendar days from the day on which he communicated the withdrawal from this contract. The deadline is met if the User sends back the goods before the expiry of the 14-day period. The costs of returning the goods will be borne by the User, the costs of the goods will be reimbursed by the Owner in the manner and within the limits indicated above by the User.

The User is only responsible for the decrease in the value of the goods resulting from the handling of the goods other than that necessary to establish the nature, characteristics and functioning of the goods.


The refund will be made as soon as the return arrives at our warehouse and the products have been checked. The return costs are charged to the customer, the entire order will be refunded net of the return costs

The cost for the return service and shipping is = € 7.90

Remember: You can alternatively use a courier of your choice. In this case XTSY will not charge any additional costs but cannot be responsible for any theft or loss.

Credit card:  The credit institution (Paypal, Shopify Payment or others) will issue a refund within 7 working days from when you receive our confirmation email. The time required to view the refund depends on the institution that issued the card. You can check the refund in your online account or by contacting the institution that issued your credit card. 

 the refund will be visible within 24/48 hours from when you receive our confirmation email.

Bank transfer : our bank will make the refund within 7 working days from when you receive our confirmation email. You can check the refund in your online account or by contacting your bank.

Scalapay : Refunds are the responsibility of the store you purchased from. Scalapay cannot refund an order without the authorization of the store. We invite you to contact us directly on our customer care web.

Once XTSY has received and approved your return, you will be refunded the money relating to the installments already paid directly to the card you used to pay for the order, while the installments not yet paid will be canceled. You will have to wait up to 3 business days for the money to be available in your account.

In case of partial return, the amount of the return will first be deducted from the unpaid installments which will be reduced or canceled and if necessary you will then be reimbursed part or all of the installments already paid.


Returned products that are damaged or used in a different and further way than is strictly necessary to establish their nature, characteristics and functioning will be reimbursed after deduction of the decrease in value resulting from damage or use. Reimbursement is excluded when the decrease in value is total.

The User is requested to insert a copy of the delivery document received inside the package.

The right of withdrawal is in any case excluded in relation to:

  • goods made to measure or clearly personalized;

  • the supply of goods which are liable to deteriorate or expire rapidly;

  • the supply of sealed goods which cannot be returned for hygienic reasons or related to health protection and have been opened after delivery.

In the event that one of the aforementioned exceptions were applicable to the goods purchased by the User, the latter will not be able to exercise the right of withdrawal.

ATTENTION: Returns of highly personalized items, such as engravings, name labels, messages, and / or other personalizations are not allowed.

In case of EXSENT RECIPIENT and the subsequent return of the shipment by the courier to the sender, € 7.90 will be deducted from the refund amount once returned to our offices. stores.


If you are a registered customer or if you have purchased as a guest , you can request a return directly from the " Online Return " page. Click on "Start the return procedure", entering your order number and indicating the item you wish to return, the quantity and the reason. Finally, we will ask you for the tracking number of the shipment received in order to finalize the request.


The clauses concerning the exercise of the right of withdrawal, as well as the related consequences and exceptions, apply exclusively to the User who qualifies as a consumer, that is to the User who acts for purposes unrelated to his business and professional activity.