I. Core Policy Provisions
Non-applicable circumstances
✅ hygiene-related products: yoga MATS, protective gear, water bottles and other items that come into direct contact with the skin are non-returnable and non-exchangeable once opened.
✅ customized/engraved products: personalized customized equipment (such as engraved dumbbells, exclusive color fitness bags);
✅ Special clearance items: items marked “Final Sale” or discounted by more than 30%.
Exceptional circumstances (Evidence must be provided within 48 hours)
❗ transport damage: provide photos/videos of damage in unopened state;
❗ Wrong goods sent: the order is seriously inconsistent with the actual goods (if the model is wrong, the original label should be retained).
Ii. Problem Handling Process
If the exceptional conditions are met, please follow the steps below:
To submit an application: Send an email to paraion@xuosports.com with the subject line: [return application] + order number;
Requirements for evidence:
Order screenshot + high-definition image of product issues (including outer packaging);
International orders need to be accompanied by customs unpacking records (if applicable);
Processing time: Reply to the solution (exchange/partial compensation) by email within 5 working days.
Iii. Consumer Information
Compatibility confirmation: For fitness equipment (such as barbell stands), please check the size of your home venue before placing an order.
Warranty service: Electronic products (such as body fat scales) are covered by a 12-month warranty (original purchase vouchers must be kept).
Legal Notice: This policy complies with Article 16 of the EU Consumer Rights Directive (Exemption Provisions for Remote Sales of Special Goods).
Iv. Contact Information
📧 only customer service channel: paraion@xuosports.com
⏰ Response time: 9:00-17:00 from Monday to Friday during European working hours (UTC+1)
