Return & Exchange

At Elergix.com, we aim to ensure a seamless and satisfactory shopping experience for all our customers. We understand that sometimes a product may not meet your expectations, and in such cases, we want to make sure you are informed about your options for returns and exchanges. Below is our comprehensive Return & Exchange Policy that applies to products purchased through the Elergix marketplace.

1. General Return & Exchange Policy Overview

• Returns and exchanges are accepted on most items purchased from Elergix.com, subject to specific terms outlined below.
• Returns or exchanges are only allowed within a specified time frame from the date of delivery.
• All returned items must be in new, unused condition with all original tags, packaging, and accessories.
• Some items may be non-returnable or non-exchangeable based on their nature or product category.

2. Eligibility for Return & Exchange

You may be eligible for a return or exchange if the following conditions are met:

• Return Request Deadline: You must request a return or exchange within 14 days of receiving the item. If 14 days have passed since delivery, unfortunately, we cannot offer a return or exchange.
• Condition of the Item: The item must be in new, unused condition with all original packaging, tags, and accessories. Items that show signs of wear, damage, or use cannot be returned or exchanged.
• Proof of Purchase: You must provide proof of purchase (e.g., order confirmation or receipt) for the return or exchange to be processed.
• Product Category: Some categories of items, such as custom/personalized products, perishable goods, hygiene items, and digital content, may not be eligible for return or exchange. Please refer to the list of non-returnable items below.

3. Non-Returnable Items

Certain items are not eligible for return or exchange. These include:

• Custom or Personalized Products: Items that are custom-made, personalized, or engraved based on buyer specifications.
• Perishable Goods: Products that have a limited shelf life (e.g., food, flowers, and other perishable items).
• Hygiene Products: Items such as underwear, swimwear, personal care products, and other goods that fall under hygiene standards.
• Digital Content: Downloadable software, eBooks, music, and other digital content or services.
• Gift Cards: Elergix gift cards and third-party gift cards purchased on the marketplace.
• Final Sale or Clearance Items: Products marked as “Final Sale” or listed under promotional clearance sales.

4. How to Request a Return or Exchange

To initiate a return or exchange, follow these steps:

1. Log in to your Elergix Account: Navigate to My Orders in your account dashboard.

2. Select the Order: Find the order containing the item you wish to return or exchange.

3. Click on “Return/Exchange”: If the item qualifies for a return or exchange, click the relevant button and follow the prompts to submit your request.

4. Choose Your Option: Select whether you want a refund or an exchange for a different size, color, or product.

5. Pack and Ship the Item: Once your return request is approved, carefully package the item in its original condition and send it back to the seller or the designated return address.

   Important: You will be responsible for covering the return shipping costs unless the return is due to a seller error (e.g., wrong item sent, damaged product, etc.).

6. Receive Confirmation: After the item is received and inspected, you will receive a confirmation email from Elergix regarding your return or exchange status.

5. Refund Process

Once the return is approved and the item is received by the seller or Elergix’s returns department, your refund will be processed as follows:

• Refunds will be issued to the original payment method used at the time of purchase.
• The amount refunded will be the purchase price minus any applicable return shipping costs (if applicable) and any restocking fees (if applicable).
• Refund Processing Time: Refunds can take 5-10 business days depending on your payment provider or bank’s processing times.

6. Exchanges

If you are requesting an exchange for a different size, color, or model of the same product:

• Exchange Request: The item must be returned first, and once the return is approved, a new order for the exchange item will be processed.
• Shipping Costs: You will be responsible for the shipping cost associated with returning the original item and shipping the exchanged item, unless the exchange is due to a seller error (e.g., wrong item shipped).
• Availability: Exchanges are subject to product availability, and the new item must be in stock.

7. Seller Responsibilities

• Accurate Product Listings: Sellers are responsible for providing accurate product information and ensuring that items shipped to buyers are in good condition and match the descriptions in their listings.
• Return Instructions: Sellers must provide clear return instructions and ensure that return addresses are accurate and easily accessible to buyers.
• Handling Disputes: Sellers are encouraged to handle disputes, such as damaged or defective items, professionally and promptly. Elergix provides support to assist in resolving conflicts if necessary.

8. Shipping and Packaging for Returns

To ensure your return is accepted:

• Packaging: Ensure that the product is securely packaged in its original packaging or a similar protective packaging to prevent damage during return shipping.
• Return Label: Use the return shipping label provided by the seller or Elergix if available. If no label is provided, you will be responsible for return shipping fees.
• Tracking: Always use a tracked shipping method to ensure that your return reaches the seller or Elergix warehouse. Retain the tracking number as proof of return shipment.

9. How to Contact Elergix Support

If you encounter any issues with the return or exchange process, or if you need help understanding the policy, you can reach out to our Customer Support Team:

• Email: support@elergix.com
• Live Chat: Available on our website (click on the chat icon at the bottom-right corner of any page).
• Help Center: Visit the Help Center on the Elergix website for FAQs and step-by-step guides.

10. Important Notes

• Elergix reserves the right to modify or update the Return & Exchange Policy at any time. We recommend reviewing the policy periodically.
• This policy applies only to purchases made directly from Elergix.com and does not cover transactions made outside of the marketplace (e.g., third-party sellers).

Effective Date: [10/16/2024]

At Elergix, we are committed to providing a positive shopping experience, and we hope that this Return & Exchange Policy helps ensure satisfaction with your purchases. Should you have any further questions or concerns, please feel free to contact us anytime!