Returns & Refunds

We want you to receive parts that work in your design. If something is wrong with an order, contact us before returning anything so that we can issue a return authorisation and tell you how to ship it back safely.

1. Return window

2. How to start a return

1. Email sales@xtalstore.com with the order number, part number, lot code, quantity and a description of the problem. Photographs help.
2. We reply within two working days with an RMA number, a return address and the shipping method to use.
3. Pack the parts in the original ESD bag and reel or tray, include the RMA paperwork, and mark the RMA number on the outside of the carton.
4. Ship the goods back. For our errors and DOA claims we issue a prepaid label or reimburse documented freight; for unwanted goods the return freight is yours.
5. We inspect on arrival and confirm the outcome within five working days.

3. Conditions for acceptance

• Parts must be in the original packaging, with the original labels and lot codes intact.
• Moisture-barrier bags must be unopened for unwanted-goods returns. Opened bags are accepted only for defect claims.
• Leads must be uncut and unsoldered; parts showing solder, flux residue, reflow damage or tool marks are treated as used and cannot be credited.
• A minimum of five pieces is required for a defect investigation, so that we can run a meaningful sample through the test lab.
• The RMA number must be visible on the outside of the carton.

4. Items that cannot be returned

• Parts manufactured to a customer-specific frequency, tolerance or package.
• Programmed, calibrated or otherwise customised oscillators.
• Cut tape, partial reels and sample kits broken up from a full reel.
• Items marked non-cancellable / non-returnable in the quotation or acknowledgement.
• Parts stored or handled outside the conditions in the datasheet, or damaged by ESD, moisture, soldering or mechanical stress.

5. Restocking fee

Unwanted standard catalogue parts returned in resalable condition are credited less a 15% restocking fee, which covers incoming inspection, retest and repackaging. The fee is waived where the return results from our error, from a specification mismatch on our side, or from a genuine defect.

6. Refunds

Once the return is inspected and approved, we issue the refund within five working days. Refunds are made to the original payment method: card payments are reversed to the card, bank transfers are returned by transfer to the originating account, and credit accounts receive a credit note that is offset against the next invoice or paid out on request. Original outbound freight is refunded only where the return results from our error. Currency conversion differences and bank charges are not refundable.

7. Replacements and credit notes

Where you need the parts urgently, we can ship a replacement against a new order and credit the returned goods once they are inspected. If you prefer, we can issue a credit note instead of a refund; credit notes do not expire and can be applied to any future order.

8. Consumer orders

If you are a consumer resident in the European Union or the United Kingdom, you have a statutory right to cancel a distance sale within 14 days of delivery, and the restocking fee does not apply to that cancellation right. Sealed ESD packaging that has been opened may be excluded where hygiene or product integrity requires it. This does not affect your rights in respect of faulty goods.

9. Warranty claims

A part that fails within the warranty period is handled as a warranty claim rather than a return for credit. The process is the same RMA route; the difference is that we investigate the failure before deciding between repair, replacement and credit. See Warranty.