Returns and complaints
You have 14 days to return an order, no reason needed. Below: how to do it, how long a refund takes, and what to do if something arrived damaged or stopped working. The binding wording is in our Terms of Service — this page is the readable summary; where the two differ, the Terms apply.
Returns within 14 days — right of withdrawal
If you buy as a consumer, you may withdraw from the contract within 14 days of receiving the parcel, without giving a reason and without any penalty.
The right applies in exactly the same way to items bought on promotion, with a discount code or as part of a bundle. What you paid makes no difference.
How to return — three steps
- Write to us at contact@xerall.com within 14 days of receiving the parcel. One sentence stating that you withdraw, plus the order number, is enough. You may also use the model form below — it is optional.
- Send the goods back to: B-Technology Sp. z o.o., Jasionka 954E, 36-002 Jasionka, Poland — ideally within 14 days of sending your notice. Enclosing proof of purchase speeds things up.
- Get your money back. We refund using the same payment method you used, unless we agree otherwise.
Who pays for shipping
- The delivery cost we charged you — refunded. If you chose a more expensive delivery option than our cheapest standard one, we refund the value of the cheapest.
- The cost of sending the goods back — yours. We do not accept cash-on-delivery returns.
When you get the money
No later than 14 days from the day you told us you were withdrawing. We may hold the refund until we receive the goods back or you send us proof of dispatch, whichever happens first.
What condition the goods must be in
You may unpack, inspect and test the product the way you would in a shop — switch it on, see how it works, check it is the right model. The seal does not have to be intact. You are, however, liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods — for example a drone with visible traces of outdoor flights or damaged propellers. In such cases we may reduce the refund accordingly.
Please return the complete set: controller, battery, charger, spare propellers and screwdriver.
When the right does not apply
The exceptions are set out in EU consumer law. In our range this can realistically only concern goods made to your individual specification. Standard models — X-TANKCOPTER, MAYA, VIVI — and spare parts can all be returned on the terms above.
Complaints — when the product does not conform to the contract
This is a separate route from a return. File a complaint when the product arrived damaged, does not work, is missing parts, or lacks features we described on the product page. You have at least 2 years from delivery — in some EU countries longer (three years in Spain and Sweden).
What you can ask for
First, repair or replacement — the choice is yours, and we may offer the other option if the one you chose is impossible or would cost us disproportionately. If repair or replacement fails, would cause significant inconvenience, or we refuse it, you may ask for a price reduction or withdraw from the contract and get the full amount back.
How to report it
Write to contact@xerall.com. Give the order number, describe what is wrong and attach photos or a short video — for mechanical faults that is usually enough to settle the case without shipping anything. Tell us what you expect: repair, replacement, price reduction or a refund.
We reply within 14 days. The cost of returning a product under complaint is on us.
Damage in transit
If the parcel arrives visibly damaged, ask the courier to record it and photograph the packaging before you open it. It is not a condition of accepting the complaint, but it shortens the whole procedure considerably.
Business purchases
Where you buy in the course of your business, the 14-day right of withdrawal does not apply — that follows from the law, not from our policy. We remain liable for defects on the terms set out in the Terms of Service. If the equipment does not meet your expectations, write to us — with wholesale and partner orders there is usually something we can arrange.
Model withdrawal form
Copy, fill in and send by e-mail. Using this form is optional.
Addressee: B-Technology Sp. z o.o. Jasionka 954E, 36-002 Jasionka, Poland contact@xerall.com I hereby give notice that I withdraw from my contract of sale of the following goods: .................................................. Order number: ........................... Order / delivery date: ........................... Name of consumer: ........................... Address of consumer: ........................... Bank account for the refund: ........................... Date: .............. Signature: .............. (signature only if this form is sent on paper)
If we cannot agree
We would rather sort it out directly — write to us before going further. If we still cannot agree, the EU ODR platform and the consumer dispute bodies in your country are available to you free of charge. Using them is voluntary for both sides.
Contact for returns and complaints
B-Technology Sp. z o.o.
Jasionka 954E, 36-002 Jasionka, Poland
E-mail: contact@xerall.com
Phone: +48 513 006 720 (Mon–Fri, 8:00–16:00 CET)
KRS 0000616005 · NIP 5170375003 · REGON 364334549