X-Horse Manual Track Duplicating Machine

Returning Faulty Items:

If your return involves a faulty item, please contact us immediately. To assist with the warranty process, we may request photos or videos of the issue.

Packaging Your Return:

It’s important to securely package your return to prevent any damage in transit. Damaged items may affect the resolution offered, which could include repairs or replacement at our discretion. Refunds may take up to 10 business days to process after we receive your return.

Return Shipping Details:

Buyers are responsible for returning items at their expense. Items must be sent to the correct return location, which will be provided during the return process. Please note, items sent to our Brisbane or Sydney locations will need to be forwarded to the appropriate address, potentially delaying processing.

• Prepaid Return Labels: For convenience, our Return Portal may offer a prepaid return label. The cost of this label will be deducted from your refund, making it easy and cost-effective for you. If the value of your return is under $75, you can choose to purchase your own shipping label from your local post office.
• Using Your Own Label: If a prepaid label isn’t available, our Return Portal will provide the correct return address to send your item(s) to directly.

Inspection & Resolution Timeline:

Once we receive your return, our service team will inspect the item. Inspection and resolution typically take no longer than 10 business days (subject to variations).

Terms and conditions:

If your purchase was made in error or you've changed your mind, you may still be eligible for a refund, subject to the following conditions:

• Notification Period: You must notify us within 30 days of receiving the item if you intend to return it. We will provide all relevant return instructions at that time.
• Item Condition: The item must be returned at the buyer’s expense, in its original, resaleable condition, including all tags and packaging, ready for restocking.
• Secure Packaging: Ensure the item is securely packed to maintain its original condition during transit.
• Unopened and Unused: The item must not be opened, used, worn, or damaged and must be received in perfect, resaleable condition.
• No Markings on Packaging: Do not stick or write directly on the item or its original packaging. Postage labels or any writing should only be placed on the outer shipping packaging.

Fees and Deductions

• Handling Fees: A handling fee will be deducted from the refund amount.
• Free Postage Orders: If the item was sent with free postage, a 20% postage fee will be deducted to cover shipping and handling costs incurred by Remote Pro.
• Paid Postage Orders: If the item was sent with paid shipping, a restocking fee (less than 20%) will apply to cover shipping, handling, and processing costs.
• Bulky Items: For items exceeding 1kg or classified as bulky, a 20% restocking fee will apply regardless of the shipping option selected.
• Non-Refundable Shipping Costs: Any shipping costs incurred when returning an item will not be reimbursed. Additionally, shipping costs for paid shipments are non-refundable.

Additional Notes

• Transit Damage or Condition Issues: If the item is damaged during transit or fails to meet the return conditions outlined above, the refund amount may be adjusted to reflect the item's condition upon receipt.
• Non-Returnable Items: Certain items such as motor parts, including but not limited to control boards, motor lights, motor covers, springs, and weather seals, are not eligible for return. These items are ordered specifically for your request at the time of purchase and cannot be restocked.