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Return & Refund Policy 

At Eplexi, we take quality seriously. Returns are accepted only for damaged products. Please read the steps below for a quick resolution.

Eligibility

  • Return applies only if the item arrives damaged or defective.
  • Report within 48 hours of delivery for eligibility.
  • Provide clear photos or video showing the damage, the outer packaging, and the shipping label.
  • Items must be unused and in original packaging, including accessories and inserts.
  • Customized or personalized items are not returnable unless damaged on arrival.

How to Report a Damaged Item

  1. Take photos of the product, inner and outer packaging, and the courier label.
  2. Contact us within 48 hours of delivery with:
    • Order number
    • Full name and phone number
    • Photos/videos of the damage
    • Brief description of the issue
  3. Contact channels:
    • Email: info@eplexionline.com
    • WhatsApp: +965 51098585 (send order number + photos)

Resolution Options

After verification, we will offer one of the following:

  • Replacement of the damaged item (preferred, subject to stock)
  • Refund to the original payment method
  • Store credit of equal value

Refund Timeline

  • Approval review is usually within 1–3 business days after we receive your report.
  • Refunds (if approved) typically appear within 5–10 business days, depending on your bank or payment provider.

Return Shipping

  • If a return pickup is required, we will arrange it or provide a return label.
  • Eplexi covers the return shipping Fee for verified damage claims.

Non-Returnable Cases

  • No returns for change of mind, size/fit preferences, or normal wear and tear.
  • No returns after the 48-hour reporting window.
  • No returns for items altered by the customer after delivery.

Packaging Expectations

Please keep all packaging until your claim is resolved. Couriers may require inspection of the box, fillers, and label for damage verification.

Contact

If you need help, please reach out to us:

Frequently Asked Questions

Can I return a non-damaged item?

No. We accept returns only for items that arrive damaged or defective.

What if I contact you after 48 hours?

We may be unable to process the claim. Please report damage within 48 hours of delivery.

Will I get a full refund?

For approved damage claims, you will receive a replacement, a full refund, or store credit of equal value.

Do customized items qualify?

Customized items are not returnable unless they arrive damaged.

How long do refunds take?

Typically, 5–10 business days after approval, depending on your bank or payment provider.

Last updated: 10 September 2025