My Item Arrived Damaged

If your ELEXBIG order arrives damaged, don't worry. You should report the issue as soon as possible so the vendor and ELEXBIG Support can review it and determine the appropriate resolution.

Depending on the circumstances, your available resolution may include a replacement, repair, refund, or another appropriate solution in accordance with the applicable ELEXBIG and vendor policies.

What to Do Immediately

1. Keep Everything. Do not throw away the damaged product, original packaging, shipping box, labels, or packing materials.

These may be needed to help investigate the condition of the item when it was delivered.

2. Take Clear Photos. Take clear photographs of:

• The damaged area
• The entire product
• The product packaging
• The outer delivery package
• Shipping labels
• Any other visible damage

If possible, take photos from multiple angles.

Tip: Clear photos of both the product and packaging can help speed up the review of your issue.

3. Report the Problem.

Contact ELEXBIG Support as soon as possible and explain that your item arrived damaged.

You can start with Elex AI through the ELEXBIG Live Chat.
Tell Elex:

"My item arrived damaged."

You may be asked to provide your order number, photos, and other information about the product.
You can also visit the ELEXBIG Contact Support page.

What Happens Next?

Once you report the damaged item:

1. ELEXBIG Support or the relevant vendor will review your report.
2. You may be asked for photographs or additional information.
3. The vendor may review the condition of the product and packaging.
4. You may receive instructions regarding a return, inspection, replacement, repair, or other resolution.
5. Where a refund is approved, it will be processed according to the applicable ELEXBIG refund procedure.

The resolution can depend on the product, the nature of the damage, the vendor's applicable policy, and the circumstances of the order.

What Are My Options?

Depending on the circumstances, possible resolutions may include:

Replacement. If the product is eligible and a replacement is available, the vendor may provide another item.

Refund. If a refund is approved, the applicable amount will be returned according to ELEXBIG's refund process and the payment method used.

Repair or Other Resolution.  For certain products, particularly electronics and appliances, repair or another appropriate resolution may be available depending on the product and warranty terms.

Damage During Delivery. If you believe the item was damaged during transportation, keep the original packaging and delivery materials.

The vendor or delivery provider may need this information when investigating the shipment.

You should still report the problem to ELEXBIG rather than trying to resolve the matter privately with the delivery provider.

If the Vendor Does Not Respond.

If you have contacted the vendor about a damaged product and are not receiving a response, contact ELEXBIG Support.

Our team can review the situation and help determine the appropriate next step.

You can ask Elex AI to connect you with human support if your issue requires further investigation.

How Soon Should I Report a Damaged Item? Report the damage as soon as possible after receiving your order.
Early reporting is recommended because:

• The condition of the product is easier to document
• Packaging and delivery evidence are still available
• It can help speed up the investigation
• Some products or vendor policies may have specific reporting periods

Do not wait unnecessarily before reporting a damaged item.

Important; Do not attempt to repair, modify, or dispose of the damaged product before contacting ELEXBIG or the relevant vendor, unless necessary for immediate safety.

If the product presents a safety risk, stop using it and contact ELEXBIG Support immediately.
Need Help? Open the ELEXBIG Live Chat and tell Elex AI:

"My item arrived damaged and I need help."

Elex AI can guide you through the next steps and connect you with human support when necessary.
ELEXBIG Support — We're here to help when something isn't right with your order.