Refund policy
At X1 GEAR, every product is engineered to be carried for years — and we want you to be completely confident carrying it. If something isn't right, this policy explains how returns, exchanges and refunds work. It applies to purchases made at x1gear.com for delivery to Australia, the United Kingdom, the United States and Canada.
30-Day Returns
You have 30 days from the day your order is delivered to request a return for a change of mind. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging, with proof of purchase.
Items that show obvious signs of use, or that are damaged or incomplete for reasons not caused by us, cannot be accepted for change-of-mind returns. Returns requested more than 30 days after delivery cannot be accepted.
How to Start a Return
Email us at info@x1gear.com with your order number and the item(s) you wish to return. If your return is accepted, we will send you instructions and the return address. Items sent back without first contacting us cannot be accepted.
For change-of-mind returns, the cost of return shipping is the customer's responsibility. There is no restocking fee.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, contact us at info@x1gear.com within 7 days of delivery — include a photo or video if you can, as it helps us resolve things faster. We will arrange a replacement, repair or refund, and we will cover reasonable return shipping for these cases.
Exchanges
Need a different colour or product? The fastest way is to return the original item following the steps above and place a new order. If you would prefer a direct exchange, contact us and we will do our best to help.
Refunds
Once your return arrives and is inspected, we will email you with the outcome. Approved refunds are issued to your original payment method within 10 business days of approval. Please note your bank or card issuer may take additional time to post the refund to your account. Shipping charges are non-refundable on change-of-mind returns.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@x1gear.com.
Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights — or any equivalent rights you hold under UK, US or Canadian consumer law.
Warranty
In addition to your consumer rights, X1 GEAR products are covered by our brand warranty: lifetime cover on structural aluminium framing, and 2 years on clips, hardware and leather components, against defects in materials and workmanship. To make a claim, contact info@x1gear.com with your order number and a description of the issue.
Contact Us
X1 GEAR
Shop 1, 6 Bond Street, South Yarra VIC 3141, Australia
Email: info@x1gear.com
Phone: 03 7064 5204
