How to Request a Return or Exchange on Elexbig

Make sure your return meets the basic requirements:

• The item was purchased within the last 30 days
• The item is in its original condition (unless faulty or damaged)
• You have your order number
• The item is not in a non-returnable category (see our Return Policy article for the full list)

Step-by-Step: Submitting a Return Request

1. Log in to your account: Go to Account > Returns
2. Click "New Return Request": You will see a list of your recent eligible orders
3. Select the order: Choose the order containing the item you want to return
4. Select the items: Tick the specific items you are returning
5. Choose return type: Return 
6. Select a reason: Choose from the available reasons (damaged, wrong item, not as described, changed mind, defective, size/fit issues, or other)
7. Add details: Describe the issue in the text field. Be as specific as possible.
8. Upload photos: For damaged, defective, or wrong-item returns, upload clear photos showing the problem. This speeds up the approval process significantly.
9. Submit: Click "Submit Return Request"

Tip: Take photos of the item and its packaging before and as you unbox it. This provides strong evidence if you need to make a claim for damage during shipping.

Your return request goes through several stages:

1. Pending Review: The vendor reviews your request (typically within 2 business days)
2. Approved / Rejected: The vendor approves or rejects the return. If approved, you will receive shipping instructions.
3. Ship the item back: Pack the item securely and send it back according to the vendor's instructions. Keep your tracking number.
4. Item received: The vendor confirms receipt and inspects the item
5. Refunded / Exchanged: Your refund is processed or your exchange item is shipped

Return Shipping

• Faulty, damaged, or wrong items: The vendor covers return shipping costs
• Change of mind: Return shipping is typically at the buyer's expense
• Not as described: The vendor covers return shipping costs

Note: Always use tracked shipping when returning items. If a return parcel goes missing without tracking, you may not be able to prove it was sent.

Tracking Your Return

You can track the status of all your return requests at Account > Returns. Each return shows a timeline of status changes so you know exactly where things stand.

If a vendor rejects your return and you believe the rejection is unfair, contact Elexbig support via live chat. Our team will review the situation and may escalate it as a dispute. The Elexbig Buyer Guarantee protects you in cases where items are faulty, damaged, or not as described.

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