I’ve received a faulty/damaged item

At Elergix.com, we are committed to providing high-quality products and ensuring a smooth shopping experience for all our customers. However, we understand that sometimes products may arrive faulty or damaged due to unforeseen circumstances during shipping or handling. If you’ve received a faulty or damaged item, we are here to help you resolve the issue as quickly as possible.

Please review our Faulty/Damaged Item Policy below to understand the steps for reporting the issue, requesting a replacement or refund, and the responsibilities of both buyers and sellers.

1. Reporting a Faulty or Damaged Item

If you receive an item that is faulty, damaged, or does not match the product description, please report the issue as soon as possible to allow us to assist you in resolving the matter efficiently.

How to Report a Faulty/Damaged Item:

1. Log in to Your Elergix Account:

   • Go to www.elergix.com and log in using your registered email address and password.

2. Go to My Orders:

   • Navigate to My Orders in your account dashboard.

3. Select the Affected Order:

   • Find the order containing the faulty or damaged item and click on View Order Details.

4. Submit a Report:

   • Click on Report a Problem or Request a Refund/Replacement (depending on the issue).
   • Provide detailed information about the damage or fault, including:
     • A description of the issue.
     • Photographs showing the damage or fault (required for processing the claim).
     • Your order number and contact information.

5. Submit the Request:

   • Once submitted, Elergix or the seller will review the issue and get back to you with a solution.

Deadline for Reporting:

• You must report faulty or damaged items within 7 days of receiving the order. After 7 days, we may not be able to offer a replacement or refund unless an exception is warranted.

2. Resolving the Issue: Options for Faulty/Damaged Items

Once your report is submitted, you will be offered the following resolutions based on the nature of the item and issue:

Option 1: Replacement

• If you receive a faulty or damaged item, you may be eligible to receive a replacement at no additional charge.
• In cases where the same item is not available, we may offer you a similar product of equal value or provide a refund.

Option 2: Refund

• If you prefer a refund instead of a replacement, you can request to have the faulty or damaged item refunded.
• Refunds will be issued to your original payment method once the issue is confirmed and the item is returned (if applicable).

Option 3: Repair or Return for Inspection

• In some cases, the seller may offer you a repair option instead of a replacement or refund. This will be decided on a case-by-case basis, depending on the nature of the fault or damage.

3. Returning the Faulty/Damaged Item

In some cases, you may be required to return the faulty or damaged item for further inspection or replacement. The return process is as follows:

Return Process:

1. Return Instructions: Once your return request is approved, the seller or Elergix will provide return instructions, including a prepaid return label (if applicable).
2. Packaging the Item: Ensure the faulty or damaged item is securely packaged in its original packaging (if possible) to prevent further damage during return shipping.
3. Shipping the Item: Use the return label provided, or return the item to the designated address as instructed by the seller or Elergix.
4. Track Your Return: Keep the tracking number for your return shipment to confirm delivery and avoid any complications.

Note: Return shipping costs will be covered by Elergix or the seller if the item is deemed faulty or damaged. If the return is for a non-faulty or non-damaged item, you may be responsible for the return shipping costs.

4. Seller’s Responsibilities for Faulty/Damaged Items

• Accurate Product Descriptions: Sellers must provide accurate product descriptions and images in their listings to minimize the risk of misunderstandings or incorrect products being shipped.
• Prompt Response: Sellers are required to respond promptly to buyers who report faulty or damaged items. If a resolution is not provided within 5 business days, Elergix will intervene to ensure a timely solution.
• Handling Returns and Replacements: Sellers are responsible for handling returns, repairs, replacements, or refunds in accordance with Elergix policies and in a fair and timely manner.

5. Elergix’s Role in Resolving Faulty/Damaged Item Disputes

While the seller is primarily responsible for handling faulty or damaged item claims, Elergix acts as a mediator to ensure that buyers receive the support they need. If a resolution cannot be reached between the buyer and the seller within 5 business days, Elergix will step in to assist in the resolution process, which may involve:

• Reviewing the evidence (photos, reports, etc.) provided by the buyer.
• Contacting the seller to ensure they are complying with the marketplace policies.
• Ensuring that a fair resolution is offered, whether it be a refund, replacement, or repair.

6. Refund Process for Faulty/Damaged Items

Once the faulty or damaged item has been returned and inspected, a refund will be processed as follows:

• Refund to Original Payment Method: Refunds will be issued to the payment method used for the original purchase.
• Processing Time: Refunds typically take 5-10 business days to be reflected in your account, depending on your payment provider or bank.
• Full Refund: If the item is confirmed to be faulty or damaged, the full purchase price (including shipping) will be refunded. No restocking fees or return shipping fees will apply in these cases.

7. Contact Elergix Customer Support

If you have any questions or concerns about a faulty or damaged item, or if you need assistance in resolving an issue with a seller, please contact Elergix Customer Support:

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

8. Important Notes

• Timeliness: It’s important to report faulty or damaged items within 7 days of delivery. After this period, we may not be able to process a return, replacement, or refund unless an exception is made.
• Proof of Damage: When reporting faulty or damaged items, please provide clear photos showing the issue. This helps speed up the process and avoids any disputes.
• Exceptions: In certain cases, where an item has been damaged due to improper use or mishandling, the buyer may not be eligible for a return or refund.

Effective Date: [10/16/2024]

This Faulty or Damaged Item Policy ensures that both buyers and sellers on Elergix.com are clear on the steps to take when a product arrives in less-than-ideal condition. If you receive a faulty or damaged item, don’t hesitate to reach out to us—we are here to assist you every step of the way!