Xcotton Contact Info:
- Resolution Center: https://sp.xcottons.com/parcel#/ppmore
- Service Email: support@xcottons.com
Product Protection Plan
What does the Xcotton Product Protection Plan cover?
The protection plan specifically covers the following (please refer to the Protection Plan’s Terms and Conditions for full details):
- Malfunctions during normal use
- Accidental damage
- Other coverage as specified in the protection plan
Validity Period: The Plan begins after the expiration of our standard warranty.
For more details about our warranty coverage, please refer to our warranty policy:
https://www.ritfitsports.com/pages/return-policy
| Product Protection Coverage and Claim Rules | ||
|---|---|---|
| Coverage | Effective Time | |
| Main Coverage |
Extended Warranty: The Plan extends or provides certain Manufacturer's Warranty benefits and covers the costs of repair—including parts and labor—or replacement if a repair cannot restore the product to its original intended condition. This coverage applies to your insured product in the event of a breakdown during normal usage. "Malfunctions or Breakdown" refers to mechanical or electrical failures of the product(s) caused by:
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Begins after the Manufacturer's Warranty Expire |
| Enhanced Coverage |
Accidental Damage in Handling (ADH): This covers unintentional and accidental damage from handling, such as drops, spills, and cracked screens, resulting from normal use. For ADH claims, the following information or documents are required:
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Begins on the Date of Purchase |
| Covers the repair or replacement of accessories included in the box by the manufacturer. | Begins on the Date of Purchase | |
Can I cancel my Plan?
You may cancel this Plan for any reason at any time within forty-five (45) days of the Plan purchase date (as shown on the Purchase Confirmation).If you request cancellation within sixty (60) days of the Plan purchase date and no claim has been made under the Plan, you will receive a 100% refund of the Plan price.For any other cancellation requests, you will receive a pro rata refund (based on the elapsed coverage term) of the Plan price, less the costs of any claims made under this Plan, and less an administrative fee not to exceed the cost of the Plan or $50, whichever is less.
What is the claims processing timeline?
Xcotton Claims Response Timelines:
- Initial response to claims within 24 hours.
- Payment or reorder will be processed within 2 business days if all required documentation is complete.
Returns and Protection Plans
If you decide to return or exchange a product after purchasing a protection plan, please notify us promptly. The protection plan may be affected by returns or exchanges, and specific conditions may apply. For assistance, please consult our customer service team or click the customer support link provided in your confirmation email.
Does the plan cover injury from failures or accidental damage?
This protection plan covers mechanical failures due to normal use after the manufacturer's warranty expires. It also covers accidental damage from handling, such as drops, for portable products from the date of purchase. However, it does not cover any liability or damage to property, or any injury or death arising out of the use of the product.
Can I get a receipt or invoice for the Product Protection Plan?
Yes, you can. Please visit the Xcotton Resolution Center or contact them via email at support@xcottons.com for assistance.
Shipping Protection Plan
What does the Xcotton Shipping Protection Plan cover?
*Please remember to keep the original packaging until you have filed your claim.
| Shipping Protection Coverage and Claims Rules | ||||
|---|---|---|---|---|
| Coverage Scope | Scenario | Criteria | Claim Supporting | Claim Time Limit |
| Lost | Lost during transit |
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Logistics tracking information | All issues must be reported within 90 days of the order date. For special cases, Xcotton will work with the merchant to resolve. |
| Partially lost during transit |
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| Porch piracy incident | Logistics shows the package was delivered, but the consumer did not receive it. |
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| Damaged during transit | When the buyer receives an item with obvious breakage, cracks, bending (if the item is not intended to be bendable), crushing, or other damage that renders it unusable. | The goods themselves are damaged, with damage to the outer packaging serving as supplementary evidence. |
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All issues must be reported within 90 days of the order date. For special cases, Xcotton will work with the merchant to resolve. |
| Misdelivery | Delivery error by the logistics provider (excluding errors caused by the consumer) | The Proof of Delivery (POD) address does not match the order’s shipping address. |
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All issues must be reported within 90 days of the order date. For special cases, Xcotton will work with the merchant to resolve. |
| Delay | Delay | A delay in delivery shall be considered to have occurred when the covered package has not been delivered to the destination within the agreed-upon time. This is determined according to the website’s Shipping Policy: https://www.rtltsports.com/pages/shipping | Logistics tracking information | All issues must be reported within 90 days of the order date. For special cases, Xcotton will work with the merchant to resolve. |
What scenarios are not covered?
The following scenarios are excluded from Shipping Protection coverage:
1）Incorrect or insufficient address provided by the consumer;
2）Unfulfilled orders where logistics status shows "pre-shipment," "label created," or "shipment information received";
3）Goods detained or confiscated by relevant law enforcement or government authorities;
4）Unclaimed shipments or consumer refusal (except for damaged goods);
5）Non-conforming items (e.g., wrong product, color, size, or model received);
6）Pre-existing damage before shipment (e.g., rust, oxidation without visible water stains, or inherent product defects).
Can I cancel my Plan?
a. Pre-Shipment: Contact us for full refund.
b. Post-Shipment: No refund of the Shipping Protection fee