What Items Are Eligible for Return

 

Returnable Items

Most products purchased on Elexbig may be eligible for return within the applicable return period stated on the product listing or Elexbig order page, provided the item meets the return conditions.

For change-of-mind returns, the product should generally be:

• Unused: The item has not been used, installed, worn, washed, or altered.
• In original condition: The product is in the same condition as when it was delivered.
• With original packaging: The original box, packaging, accessories, manuals, tags, seals, and other included items should be returned where applicable.
• Complete: All accessories, components, gifts, and items supplied with the product should be included.

Important: Return eligibility may vary by product category and vendor. Always check the return policy shown on the product page before placing your order.

Items Eligible for Return Due to a Problem 

A product may qualify for a return when there is a genuine issue with the order, including:

Faulty or Defective Product

The product does not work properly or develops a fault that was not caused by misuse, accidental damage, or improper installation.

Damaged During Delivery 

The product arrives broken, cracked, dented, scratched, or otherwise damaged during transportation.

If your package appears damaged when delivered, take clear photos or videos of the package and product before using it and report the issue as soon as possible.

Wrong Product Delivered 

You received a different product from the one you ordered, such as a different model, colour, size, specification, or quantity.

Product Not as Described 

The product received does not reasonably match the information, specifications, images, or description provided on Elexbig.

Missing Parts or Accessories 

Important parts, accessories, or components advertised as included with the product are missing from the package.

Product Does Not Perform as Advertised

The product cannot reasonably perform the function it was advertised or sold to perform, provided the issue is not caused by misuse or improper handling.

Non-Returnable Items 

Some products may not be eligible for return simply because a customer changed their mind.

These may include:

• Perishable products: Items that can spoil or expire.
• Personalised or customised products: Products made specifically according to a customer's requested specifications.
• Hygiene-sensitive products: Certain personal-care or hygiene products that have been opened or used.
• Digital products: Downloadable digital products, software, digital licences, or digital gift cards where applicable.
• Products damaged by the customer: Items damaged after delivery through misuse, accidents, improper installation, modification, or negligence.
• Products that have been altered: Items that have been modified, repaired, disassembled, or tampered with after delivery without the vendor's approval.
• Products returned without required components: Items missing important accessories, parts, packaging, or other materials required under the applicable return conditions.

Important: Faulty or Incorrect Items

A product being in a non-returnable category does not necessarily prevent a customer from reporting a genuine product problem.

For example, if a product arrives defective, damaged, incorrect, or significantly different from its listing, the customer should submit a return or dispute request so Elexbig and the vendor can review the case.

Each case may be assessed based on the product, evidence provided, vendor policy, and circumstances of the order.

Vendor-Specific Return Policies

Elexbig vendors may offer return conditions that are more generous than the standard Elexbig requirements.

For example, a vendor may allow:

• Change-of-mind returns
• Longer return periods
• Exchanges
• Size or colour changes
• Additional return conditions

Always check the return policy displayed on the product listing or vendor store before placing an order.

Where a vendor provides a return policy that is more favourable to the customer, that policy may apply to the order.

Exchanges vs. Returns

If you received the correct product but want a different size, colour, model, or variation, you may request an exchange where the product and vendor's policy allow it.

The exchange process may require the original item to be returned before the replacement is shipped.

Exchange availability depends on:

• Product availability
• Vendor policy
• Condition of the returned item
• Reason for the exchange
• Product category

If the requested replacement is unavailable, the available resolution may instead be a refund or another appropriate remedy.

What You Should Do Before Returning an Item

To help us process your request quickly:

1. Keep the product and its packaging in good condition.
2. Do not continue using a product that appears faulty or damaged.
3. Take clear photos or videos showing the issue.
4. Keep all accessories, manuals, boxes, and other included items.
5. Submit your return or dispute request through your Elexbig account within the applicable return period.
6. Provide accurate information about the reason for the return.

Elexbig or the vendor may request additional photos, videos, or information to verify the issue.

How Elexbig Reviews Return RequestsWhen you submit a return request, the request may be reviewed by the vendor and, where necessary, Elexbig.

The review may consider:

• The reason for the return
• Product condition
• Order and delivery information
• Product listing details
• Photos or videos provided
• Vendor return policy
• Whether the product was used, damaged, altered, or improperly handled

Submitting a return request does not automatically guarantee approval. The final resolution depends on the circumstances of the case and the applicable return policy.

Need Help?

If you're unsure whether your product qualifies for a return, don't worry.

Submit a return or dispute request through your Elexbig account and provide as much information and evidence as possible.

Our support team can review the issue and guide you through the next steps.