Privacy Policy

About us

www.xtralife-ec.com/who-we-are/

Effective date: June 14, 2023

At Xtralife, we take the privacy of our visitors very seriously. This Privacy Policy describes how we collect, use, disclose and protect the personal information you provide to us through our website. By accessing and using our website, you agree to the terms of this Privacy Policy.

1. Information gathering

1.1 Personal information voluntarily provided by you:

• Name, e-mail address and other contact information.
• Demographic information, such as age, gender, location, preferences and interests.

1.2 Automatically collected information:

• Website usage data, such as IP address, browser type, pages visited and time of visit.
• Cookies and similar technologies to collect information about your online preferences and activities.

1. Use of information

2.1 We use the personal information provided to:

• Personalise your experience on our website.
• To provide you with information, products or services that you request.
• Communicate with you and respond to your queries or comments.

2.2 We use automatically collected information to:

• To analyse trends and improve our website and services.
• Personalise content and advertising according to your interests.

1. Dissemination of information

3.1 We do not sell, rent or share your personal information with third parties except as necessary to comply with the law or to protect our legal rights.

3.2 We may share non-personally identifiable information with third parties for marketing, advertising or research purposes.

4. Information security

4.1 We implement appropriate security measures to protect personal information against unauthorised access, alteration, disclosure or destruction.

5. Links to third party websites

5.1 Our website may contain links to third party websites. We are not responsible for the privacy practices or the content of such websites.

6. Changes to this Privacy Policy

6.1 We reserve the right to update this Privacy Policy at any time. We will notify you of significant changes by posting the updated version on our website.

Purchasing Policy
1. Purchasing Process

• Product Selection: Browse our online shop and add the products you wish to purchase to your shopping cart.
• Shopping Cart: Once you have selected your products, go to your shopping cart to review your selection.
• Personal data: Please complete the information required for shipping and billing. Please ensure that all details are correct to avoid delays.
• Payment Methods: We offer a variety of payment options, including credit cards, debit cards and PayPal. All transactions are secure and encrypted.

2. Order Confirmation

• Order Confirmation: After completing your purchase, you will receive a confirmation email with the details of your order.
• Order Preparation: Once confirmed, we will start preparing your order for shipment.

3. Shipping and Delivery

• Shipping Options: We offer several shipping options, from standard to express. Costs and delivery times vary according to the option selected.
• Order Tracking: Once your order has been dispatched, you will receive a tracking number so that you can monitor the progress of the delivery.
• Delivery Time: Delivery times may vary depending on your location. We make every effort to ensure fast and efficient delivery.

4. Returns and Refunds

• Return Policy: Si no estás satisfecho con tu compra, puedes devolver los productos dentro de los 30 días posteriores a la recepción. Los productos deben estar sin abrir y en su empaque original. Si tu motivo de devolución es debido a que, no has recibido tu orden dentro de un lapso de 65 días hábiles. Pasará a ser analizado tu caso por nuestro equipo de servicio al cliente, si la falla es una demora en envío recibirás un reembolso del 100% de tu compra. Por otro lado, si el tiempo de espera depende de agentes terceros ajenos a Xtralife, debemos primero recibir el paquete en nuestras oficinas, para posterior realizar un proceso de reembolso parcial o total, según el tiempo de espera (superior a 65 días hábiles/total) o (inferior a 65 días hábiles/parcial).
• Return Process: To initiate a return, please contact our customer service team. We will provide you with detailed instructions on how to complete the process.
• Refunds: Once your return has been received and verified, we will process your refund via the original payment method. Refunds may take 5-10 business days to be reflected in your account.
• Delivery failure: If the address you provided when placing your order is incorrect, incomplete or undeliverable for reasons beyond Xtralife's control, you can request: a partial refund of your order or a $5 processing and reshipping fee for your order. The company will not assume new shipping costs to deliver the order.

5. Customer Service

• Contact: If you have any questions or need assistance, our customer service team is available to help you. You can contact us at sales@xtralife-ec.com
• Opening hours: Our customer service hours are Monday to Friday, from 9:00 to 18:00.