I Received the Wrong Item
What to do if you received the wrong item from your Elexbig order. Steps to report the issue and get a replacement or refund.
ELEXBIG
Last Update 24 dage siden
If you received a different item than what you ordered, Elexbig will make it right. Here is what to do step by step.
Immediate Steps
- Do not discard the item or packaging: Keep everything you received, including the packaging and any packing slips
- Take photos: Photograph the item you received, the packaging, and the shipping label. Also screenshot your original order showing what you actually ordered.
- Submit a return request: Go to Account > Returns, select the order, choose "Wrong Item Received" as the reason, and upload your photos
Note: You can also contact us immediately via live chat if you prefer. Have your order number and photos ready.What Happens Next
When you report a wrong item:
- The vendor is notified immediately and asked to respond within 2 business days
- If confirmed, the vendor will either ship the correct item or issue a full refund
- The vendor covers all return shipping costs for the wrong item
- If the vendor does not respond within 7 days, Elexbig steps in and resolves the issue directly
Your Options
You can choose between:
- Replacement: Receive the correct item (if still in stock)
- Full refund: Get your money back to your original payment method
Important: Do not return the wrong item until you receive shipping instructions from the vendor or Elexbig support. The vendor will provide a return address and may arrange a pre-paid return label.
Timeframe
Report wrong items as soon as possible after delivery, and within 30 days at the latest. The sooner you report the issue, the faster we can resolve it. Most wrong-item claims are resolved within 5 to 7 business days.
Still Need Help?
Our customer support team is here for you.
Chat with Elex, our AI assistant. Look for the chat icon on this page
Open a support ticket
Email us at [email protected]