Return & Exchange Policy
Dear Customer,
You can return or exchange your newly purchased product within 14 days if purchased from the website and 7 days if purchased from the showroom, from the date of purchase or the date of delivery (for home delivery products), provided it is unused and in its original condition, with the original invoice/electronic receipt, and according to the following terms and conditions. This policy applies to products sold by eXtra and by Third-Party Sellers on our website and app, unless otherwise stated.
Online Return & Exchange Policy:
To ensure a pleasant shopping experience, please note the eXtra Online Return & Exchange Policy:
For products sold by eXtra, if you are not satisfied with your product(s) or if the product(s) are defective, you can request a "Return Material Pre-Authorization" (RMPA) within 14 days from the date you receive your order.
For products sold by Third-Party Seller, if you are not satisfied with your product(s) or the product(s) are defective, you can request a return by clicking on your order on My Account on eXtra website or in application. Under “View Details” you request a return for as long as the return window (14 days) is open.
Custom Cancel & Return Policies, For Products Sold By eXtra:
The exceptions listed below, specific to some products offered on the website, should be considered.
If the consumer wishes to cancel the order or return the products after receiving them, this can only be done by contacting eXtra’s toll-free number to arrange the cancellation or return. The return is not allowed at eXtra stores. The cancellation or return must be within 14 days from the date of the order or product receipt, and the product must be in its original condition for the return (unless there is a manufacturing defect in the product). Please note that the consumer may incur costs when returning the product.
Custom Cancel & Return Policies, For Products Sold By Third-Party Sellers:
How to request: Cancellations and returns for items sold by Third-Party Sellers must be initiated from the My Account page. In-store returns are not permitted.
Exceptions: Please also consider the product-specific exceptions listed below.
Timing & condition: If you wish to return a product after receiving it, submit your request via My Account within 14 days of the order date or product receipt. The product must be in its original condition (unless there is a manufacturing defect).
Costs: Please note that costs may occur when returning the product (e.g., return shipping and/or bank fees).
Exclusions:
- Software and video games are non-returnable.
- Health and beauty products (e.g., shavers, epilators, oral/dental care) are not subject to return, replacement, or refund, unless found defective within 14 days.
- Mobile phones, computers, and gaming devices are not subject to return, replacement, or refund, unless found defective within 14 days.
- Activated data SIMs and routers are not subject to return or refund unless found defective within 14 days.
- Printers, faxes, copy machines, supplies, and accessories are not subject to return, replacement, or refund, unless found defective within 14 days.
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Open box returns or exchanges are subject to the following deductions:
- 30% on mobile phones, laptops, desktops, and tablets.
- 30% on all other products.
Please contact us to obtain a Return Material Pre-Authorization (RMPA) before processing a return. RMPA numbers are valid for 14 days from the date of issue for products sold by eXtra. For products sold by Third-Party Seller, please initiate Return from My Account page.
If the return is due to product malfunction, manufacturing defect, damage upon delivery, or delivery of the wrong product, the customer will not be charged for any shipping or bank transfer fees. For other reasons (e.g., exchanges or changes of mind), shipping and bank transfer fees will be charged to the customer.
When preparing a return, ensure the product is in its original packaging with all accessories and manuals included. Returns with scratches, damage due to misuse, or malfunction due to incorrect voltage connection will not be accepted by eXtra or Third-Party Sellers. eXtra and the Third-Party Seller may, at our discretion, consider exceptions these criteria.
To process a physical return:
- If you bought your product(s) from eXtra and got it delivered from the eXtra delivery team, please contact us.
- If you bought your product(s) and collected your product(s) from one of our stores, you must return to the same store.
- If you bought your product (s) from a Third-Party Seller, your return is initiated from My Account page. Products from Third-Party sellers cannot be returned in store.
Any physical return of a product bought from eXtra must be accompanied by a valid RMPA number. The RMPA number must appear on the shipping document. Failure to provide this will delay the process and may invalidate the return.
Once we receive the unit, we (for the products sold by eXtra) or the Third-Party Seller (for products sold by them) will inspect it for replacement or refund. After inspection by technician regarding packing condition, accessory completeness, and product functionality, the line manager will approve or reject the return for replacement or refund.
Replacement products will be shipped or handed over according to the return method and location selected. eXtra or Third-Party Sellers will not replace a product with a different model unless the original product is out of stock. In such cases, we will seek your permission before proceeding.
In case of a refund, the repayment will be calculated at the product’s prevailing price after deducting any non-compliance fees (details listed on the RMPA form). The refund settlement will occur once the bank has processed the refund, typically within the next billing cycle from the date of return approval (up to 14 working days).
For payments settled through SADAD, refunds will be processed by bank transfer to the customer’s account upon compliance with the conditions above.
| Product Condition | Return & Exchange Policy |
|---|---|
| The product is in its original packaging, sealed, and unopened. | Return and exchange are accepted for all products (except excluded products). |
| The product is not working due to a manufacturing defect. |
|
| The product’s original box was opened, and the original seal was removed, but the product is still unused. |
|
Payment Refund Duration and Method:
- Refunds will be processed using the same payment method used for the purchase.
- Credit card refunds might take 7 to 14 working days to be processed, depending on the customer’s bank.
Excluded Products:
We apologize, but returns or exchanges are not accepted for the following cases:
- The product has been used.
- The product has been installed.
- Products that are broken or defective due to misuse (e.g., fractures, scratches, misuse) will be assessed by the eXtra team.
- Personal care products.
- Games and computer software.
- Inks and printing papers.
- AS IS products.
- Smart cards and vouchers.
- Extra services that include software or codes for computers or mobiles.
General Terms:
- Products purchased through an installment program cannot be returned. They can only be exchanged for other products of the same value or higher.
- For bundle offers, the customer must return the full set, not just part of it, with the products in their original condition.
- Customers will be charged € 100 for delivery fees when returning a product received through home delivery, unless the product had a manufacturing defect as determined by the eXtra team.
- If included gifts are used, the product cannot be returned or exchanged.
- The purchase of AS IS products and receipt of the invoice implies acceptance of the product’s condition, and the customer is not entitled to claim any missing parts or accessories afterward.