RETURNS POLICY

As at 31 October 2026 Here you can find out how returns and complaints are handled at X-CRATE. There are two scenarios: returns following cancellation (for consumers only) and complaints regarding faulty goods (for all customers). These returns policy terms do not limit your statutory rights.

1. Returns following cancellation (consumers)

(1) As a consumer, you may withdraw from your contract within 14 days without giving any reason. The period begins when you have received the final instalment. Our cancellation policy applies. (2) You may give notice of withdrawal by letter or email to info@x-crate.com, using the model withdrawal form or online at www.x-crate.com/vertrag-widerrufen. Simply returning the goods does not constitute a cancellation. (3) Please send the goods no later than 14 days after your cancellation to: Fuchs Fabio, Rieckmann Ben Dierk GbR, Beethovenstraße 6, 63768 Hösbach, Germany. The deadline is deemed to have been met if you post the goods in good time. By arrangement, you may also drop off the goods at our premises in Hösbach. (4) You are responsible for the direct costs of returning the goods. The X-CRATE can be returned as a standard parcel; it is delivered in two parcels, one of which contains the heavy aluminium box. (5) We will refund all payments, including the cost of standard delivery, no later than 14 days after receipt of your notice of withdrawal, using the same payment method you used when placing the order. We may withhold the refund until we have received the goods or you have provided proof of return. (6) You will only be liable for any loss in value if this is attributable to handling of the goods that was not necessary for the purpose of inspecting their nature, characteristics and functionality. If any parts are missing from the return consignment, you may be required to pay compensation for the corresponding loss in value. Our request to ensure a smooth returns process (not a condition for your withdrawal)

• Please send a brief email to notify us of the return, quoting your order number.
• Please place all the game components back in the box.
• Please pack both parcels securely and return them with sufficient postage.

2. Complaints and defects (all customers)

(1) The statutory warranty period of 24 months from the date of delivery of the goods applies. For business customers, the period is 12 months from the date of delivery; exceptions are set out in Section 8 of our Terms and Conditions. (2) Please report any defects by email to info@x-crate.com or by telephone on +49 6021 3274507. A brief description and some photos will help us to respond quickly; this does not affect your rights. (3) You may, at your discretion, request that the defect be rectified or that goods free from defects be supplied (subsequent performance). If only a single component of a game is defective, we will usually send you a replacement part; your right to choose remains unaffected. (4) If a return is necessary for the subsequent performance, we shall bear the costs. We will send you a free return label or reimburse you for the postage costs. Please do not return defective goods until you have contacted us first, so that we can provide you with the label. (5) Your other statutory rights, in particular the right to withdraw from the contract, to a reduction in price and to compensation for damages, remain unaffected. (6) Please report any obvious transport damage to the delivery company and to us as soon as possible. For consumers, reporting the damage at a later date has no effect on their warranty rights.

3. Special provisions for business owners

(1) Traders are not entitled to a right of withdrawal. The return of goods free from defects is only possible subject to prior agreement in writing; the terms and conditions shall be agreed on a case-by-case basis. (2) Traders must inspect the goods immediately upon delivery in accordance with Section 377 of the German Commercial Code (HGB) and report any apparent defects immediately in writing. Defects that become apparent at a later date must be reported immediately upon their discovery. If no such notification is given, the goods shall be deemed to have been accepted. (3) Returns in the context of supplies to accommodation providers are governed by the individual agreement.

4. Orders placed via online marketplaces

If you purchased the X-CRATE via an online marketplace (e.g. Amazon, eBay or classifieds), please use the returns or messaging function on the relevant platform as your first port of call for cancellations, returns and complaints. However, you are also welcome to contact us directly at any time. Your statutory rights and any additional return policies of the platform remain unaffected.

5. Returns address and contact details

Fuchs Fabio, Rieckmann Ben Dierk GbR („X-CRATE“) represented by the shareholders Rieckmann Ben Dierk and Fuchs Fabio, Beethovenstraße 6, 63768 Hösbach, Germany Telephone: +49 6021 3274507 · Email: info@x-crate.com · Web: www.x-crate.com