Elexbig Buyer Guarantee

The Elexbig Buyer Guarantee protects you in three key situations:

If your order does not arrive within the expected timeframe and the carrier confirms it is lost, you are entitled to a full refund. We investigate with the vendor and carrier, and if the parcel cannot be located, you get your money back.

If the product you receive is significantly different from the listing description, photos, or specifications, you can return it for a full refund. This includes items that are a different colour, material, size, or quality than advertised.

If your item arrives damaged from shipping or has a manufacturing defect, you are entitled to a replacement or full refund. The vendor covers return shipping for damaged and faulty items.

Note: The Buyer Guarantee does not cover change-of-mind returns. These are handled under the standard return policy, which gives you 7 days to return unused items (subject to vendor policy).

1. Submit a return request: Go to Account > Returns and select the affected order and items
2. Choose the appropriate reason: Select "Item Damaged", "Wrong Item", "Not As Described", or "Not Received"
3. Provide evidence: Upload photos and describe the issue clearly
4. Wait for review: The vendor has up to 7 days to respond
5. Elexbig steps in if needed: If the vendor does not respond or you disagree with their decision, our support team will review and make a final decision

You must raise a Buyer Guarantee claim within 7 days of the expected delivery date (for non-delivery) or within 7 days of receiving the item (for damage or description issues).

• Vendor response: Most vendors resolve issues within 2 business days
• Elexbig mediation: If the vendor is unresponsive or unhelpful, our team steps in within 7 days
• Refund guarantee: If your claim is valid and cannot be resolved with the vendor, Elexbig will process the refund directly

Tip: For the fastest resolution, submit your claim with clear photos and a detailed description. This helps the vendor (and our team) understand the issue immediately and process your resolution quickly.

Refunds are returned to the original payment method used by the buyer:

• Visa/Mastercard: Refunds are processed back to the original card. The time it takes to reflect may depend on the card-issuing bank.
• Bank Transfer: Refunds are sent to the eligible bank account used or provided for the transaction, subject to Elexbig's refund verification process.

The Elexbig Buyer Protection Policy operates alongside the rights and protections available to consumers under applicable Nigerian consumer protection laws.

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