Refunds and Disputes

At Elergix.com, we strive to provide a seamless and satisfying shopping experience for all of our customers. We understand that sometimes issues may arise with your order, and in such cases, we are committed to providing fair and efficient solutions. This Refunds and Disputes Policy outlines the process for refunds, dispute resolution, and related procedures when shopping on the Elergix marketplace.

1. Refund Policy

Refunds are offered when the following conditions are met:

Eligibility for Refund

You are eligible for a refund under the following circumstances:

• Faulty or Damaged Items: If you receive a product that is faulty or damaged, please refer to our Faulty or Damaged Item Policy to qualify for a refund.
• Incorrect Item Received: If you receive an item that is different from what you ordered (e.g., wrong size, color, or model), you may be eligible for a refund.
• Order Cancellation: If your order was successfully canceled in accordance with the Order Cancellation Policy, a refund will be issued.
• Return of Non-Defective Items: In some cases, where a return is accepted and the item is in new, unused condition, a refund may be issued based on the Return & Exchange Policy.
• Non-Delivery: If your order does not arrive within the estimated delivery time frame and cannot be tracked, you may be eligible for a refund.

Non-Refundable Circumstances

Refunds will not be issued under the following conditions:

• Change of Mind: If you change your mind after the order has been placed but before shipment, we will not issue a refund unless the cancellation is done within the allowable time period as per the Order Cancellation Policy.
• Custom/Personalized Products: Items that are custom-made or personalized according to buyer specifications are non-refundable unless they arrive faulty or damaged.
• Perishable Goods: Items that are perishable (e.g., food, flowers) or have a limited shelf life cannot be refunded.
• Hygiene Products: For hygiene reasons, items such as undergarments, swimwear, and personal care products cannot be refunded unless they are faulty or damaged.
• Digital Products: Refunds will not be provided for downloadable or digital content such as eBooks, software, or music once the download is completed.

Refund Process

1. Submit a Refund Request:

   • If you believe you are entitled to a refund, log into your Elergix Account, go to My Orders, and click on Request a Refund for the relevant order.
   • Provide a detailed reason for the refund request and any required supporting documentation (e.g., photos, proof of non-delivery).

2. Review:

   • Elergix or the seller will review your request. If additional information is needed, you may be contacted for clarification.

3. Approval:

   • Once approved, the refund will be processed within 5-10 business days.
   • Refunds will be issued to the original payment method used for the purchase.

4. Refund Notification:

   • You will receive a confirmation email once the refund is issued. Depending on your payment provider, it may take several days for the refund to appear in your account.

2. Dispute Resolution

Disputes may arise when a buyer and seller cannot agree on a resolution to an issue with an order (e.g., item not as described, late delivery, etc.). Elergix is committed to providing a fair and transparent dispute resolution process.

When to File a Dispute

You may file a dispute with Elergix if:

• You received an item that is substantially different from what was described in the product listing.
• You have not received your order within the estimated delivery window.
• The item received is damaged or faulty, and the seller has not provided an adequate solution.
• The seller has failed to respond to your concerns after multiple attempts to resolve the issue.

How to File a Dispute

1. Login to Your Elergix Account:

   • Go to My Orders in your account dashboard.

2. Select the Order in Dispute:

   • Find the order that you want to dispute and click on Dispute an Order.

3. Provide Details:

   • Enter a detailed explanation of the issue, including any evidence such as photos, order confirmations, and communication with the seller.

4. Submit Dispute:

   • After submitting, your dispute will be reviewed by Elergix’s Customer Support team.

Dispute Resolution Process

1. Initial Review:

   • Once a dispute is filed, Elergix will review the details and attempt to mediate a solution between the buyer and the seller within 5 business days.

2. Mediation:

   • Elergix may request additional information or communicate directly with the seller to resolve the issue.

3. Outcome:

   • If a solution is reached, Elergix will notify you of the outcome and any actions taken (e.g., refund, replacement, etc.).
   • If the dispute cannot be resolved between you and the seller, Elergix will intervene and make a final decision based on the evidence provided. This may include issuing a refund or other remedies, as appropriate.

4. Final Decision:

   • Elergix’s decision will be final. All parties must comply with the decision to ensure the dispute is resolved fairly and promptly.

Dispute Timeframe

• Disputes must be filed within 30 days of receiving the item or within 30 days of the estimated delivery window, whichever comes first.
• After this period, Elergix may not be able to intervene in the dispute.

3. Seller Responsibilities in Disputes

• Responsiveness: Sellers are expected to respond promptly to any concerns raised by buyers. This includes responding to refund or dispute requests in a timely manner.
• Fair Resolution: Sellers are encouraged to work with buyers to reach a fair and amicable solution to any issues.
• Compliance: Sellers must comply with Elergix’s policies and ensure that products are accurately described and shipped as expected. If a seller fails to resolve a dispute in a fair manner, Elergix reserves the right to suspend or ban the seller from the marketplace.