Refund Policy

At Eplexi we take quality seriously. Returns are accepted only when an item arrives damaged, defective or incorrect (not what you ordered). Please read the steps below for a quick resolution.

Eligibility

• The item arrived damaged, defective, or different from what you ordered.
• You report the problem within 48 hours of delivery.
• You provide clear photos or a video showing the problem, the outer packaging and the shipping label.
• The item has not been used or altered after delivery, and is returned with its original packaging, accessories and inserts.

Customized or personalized items (custom sizes, names, engraving, logos) cannot be returned for a change of mind. They are covered by this policy only if they arrive damaged, defective, or do not match the design you approved.

How to report a problem

1. Take photos of the product, the inner and outer packaging, and the courier label.
2. Contact us within 48 hours of delivery with your order number, full name, phone number, the photos or video, and a short description of the issue.
3. Send this by WhatsApp to +965 5109 8585 or by email to info@eplexionline.com.

Your options

Once we verify the claim, you can choose one of the following:

• Replacement of the item (subject to stock; custom items will be remade)
• Refund to your original payment method
• Store credit of equal value

For Cash on Delivery orders, we will arrange the refund with you directly.

Timelines

• We usually review claims within 1–3 working days of receiving your report.
• Approved refunds normally appear within 5–10 working days, depending on your bank or payment provider.

Return shipping

If the item needs to be collected, we will arrange the pickup. Eplexi covers the return shipping cost for verified claims.

What we cannot accept

• Returns for change of mind or personal preference
• Claims reported more than 48 hours after delivery
• Items that were used, altered or damaged after delivery
• Normal wear and tear

Frequently asked questions

Can I return an item that is not damaged?

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

What if I contact you after 48 hours?

We may not be able to accept the claim, so please check your order as soon as it arrives.

Can I return a customized item?

Only if it arrives damaged, defective, or does not match the design you approved.

How long does a refund take?

Usually 5–10 working days after approval, depending on your bank or payment provider.

Contact

• WhatsApp: +965 5109 8585
• Email: info@eplexionline.com