Help Center

Last update: 04/05/2026

Welcome to the XTec.it Help Centre. In this section you will find the main information to receive support on orders, payments, shipping, returns, refunds, warranty and account management.

Do you have an issue with an order? Go directly to the Contact us page or write to [email protected]. To help us handle your request faster, always include the order number and the email address used during purchase.

1) Before contacting us

To receive support faster, we recommend first checking the information pages available on the website:

Many answers about delivery times, payments, returns, warranty and order management are already available in these sections.

2) How to request support

To send a support request, you can use the Contact us page or write to [email protected].

To allow us to handle your request properly, always include:

• order number, if available;
• first name and last name;
• email address used for the purchase;
• product concerned;
• clear description of the request or issue;
• photos, videos, documents or screenshots, if available.

Incomplete requests may require more time to be handled.

3) Order support

You can contact us for requests relating to:

• order confirmation;
• order modification or cancellation, where still possible;
• product availability check;
• shipping and tracking information;
• issues with billing or shipping details;
• orders not received or incomplete deliveries.

If the order has already been prepared, handed over to the courier or managed by a partner warehouse, some changes may no longer be possible.

4) Shipping and tracking

XTec.it sells products that may be shipped from its own warehouses, distributors, suppliers or logistics partners. For this reason, an order may be fulfilled with one or more shipments.

When available, tracking is sent by email or made available in the customer account. Delivery times may vary depending on product availability, departure warehouse, courier and destination.

For detailed information on times, costs, delivery methods, tracking, parcel checks and handling of transport damage, please see the Delivery and Shipping page.

5) Payments and checkout

The available payment methods are shown during checkout. They may include payment cards, Stripe, Satispay, Scalapay and other systems depending on the active configuration.

XTec.it uses secure HTTPS/SSL connections and specialised payment providers. XTec.it does not store full payment card details.

In the event of failed payment, unauthorised payment, anti-fraud check, order cancellation or product unavailability, any amount already paid will be handled according to the procedures of the payment provider used.

For more details, please see the Secure Payment and Checkout page.

6) Returns, RMA and refunds

To start a return, RMA authorisation must be requested before shipping the product back.

To open a return request, write to [email protected] indicating:

• order number;
• product to be returned;
• reason for the request;
• photos or useful documents, if available.

Unless otherwise instructed by the seller, the main return address is:

AndRed.it di Savarin Andrea
via Aldo Moro, 11
23826 Mandello del Lario (LC)
Italy

In some cases, for logistical or technical reasons, XTec.it may indicate an alternative address, such as a supplier, service centre or authorised warehouse. Such address will be provided only after the return request has been opened and authorised.

Do not ship products without RMA authorisation or to addresses not confirmed by XTec.it.

For conditions, time limits, return shipping costs and refund methods, please see the Returns and Refunds page.

7) Damaged, incorrect, missing or DOA product

If you receive a damaged, incorrect, incomplete or non-working product on arrival, please contact us as soon as possible.

To allow effective handling of the case, we recommend reporting:

• transport damage within 48 hours from delivery;
• incorrect item, missing components or DOA product within 5 days from delivery.

If a product is defective on arrival (DOA), please contact us as soon as possible, preferably within 5 days from delivery, indicating the order number and providing any evidence such as photos or videos to speed up the verification.

We recommend keeping the external packaging, internal packaging, labels, accessories, manuals and protective materials until the verification has been completed.

8) Warranty and after-sales support

Consumers benefit from the legal guarantee of conformity provided by the applicable law.

Any manufacturer’s commercial warranties, where available, are additional and do not replace the legal guarantee granted to the consumer.

To request support for a purchased product, write to [email protected], indicating the order number, the product concerned and a description of the issue.

Warranty handling may involve technical verification, repair, replacement, refund or another solution provided by the applicable law and by the conditions of the specific case.

9) Account, privacy and cookies

For information on the processing of personal data, please see the Privacy Policy.

For information on cookies, tracking tools, analytics, marketing, advertising and consent management, please see the Cookie Policy.

You can request information about your account or personal data by writing to [email protected].

10) Useful links

11) Contact details

To receive support, you can contact XTec.it through:

Email: [email protected]
Telephone: +39 333 434 0955

For requests relating to existing orders, always include the order number and the email address used during purchase.