At Elxmart, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.

Please read this policy carefully before requesting a return or refund.

1. Return Eligibility

You may request a return if:

  • The item was delivered damaged or defective
  • You received the wrong product
  • The product is unused and in original packaging
  • The return request is made within 7 days of delivery

Products must:

  • Be unused and unworn
  • Include original tags, manuals, accessories, and packaging
  • Not show signs of damage caused by misuse

Elxmart reserves the right to reject returns that do not meet these conditions.

2. Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable unless damaged or defective:

  • Opened cosmetics and skincare products
  • Personal care items
  • Used minimal jewelry
  • Clearance or sale items
  • Gift cards

Electronics that have been physically damaged by misuse are also not eligible for return.

3. Return Process

To initiate a return:

  1. Contact us at support@elxmart.com within 7 days of delivery.
  2. Provide:
    • Order number
    • Product name
    • Reason for return
    • Clear photos (if damaged or incorrect item)
  3. Wait for return approval instructions.

Do not ship products back without approval.

4. Return Shipping

  • If the return is due to our error (wrong or defective item), Elxmart will cover return shipping costs.
  • If the return is due to change of mind, the customer is responsible for return shipping fees.
  • Shipping charges are non-refundable unless the return is due to our mistake.

5. Refund Policy

Once we receive and inspect the returned item:

  • Approved refunds will be processed within 5–10 business days.
  • Refunds will be issued to the original payment method.
  • In case of Cash on Delivery (COD), refunds may be processed via bank transfer or store credit.

Refund timing may vary depending on your bank or payment provider.

6. Exchange Policy

We offer exchanges only for:

  • Defective products
  • Incorrect items delivered
  • Size issues (fashion items only, subject to stock availability)

If the requested exchange item is out of stock, we may offer a refund or store credit.

7. Damaged or Defective Items

If your item arrives damaged:

  • Report within 48 hours of delivery
  • Provide clear images or video proof
  • Keep original packaging

Failure to report within 48 hours may result in rejection of the claim.

8. Order Cancellation

Orders may be canceled:

  • Before shipping confirmation
  • If payment fails
  • If stock becomes unavailable

Once the order is shipped, cancellation is no longer possible.

9. Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account again
  2. Contact your card issuer
  3. Contact your bank

If the issue persists, contact us at elxmart@gmail.com.

10. Fraud Prevention

Elxmart reserves the right to:

  • Refuse returns suspected of misuse
  • Deny refunds for repeated abuse of return policy
  • Take action against fraudulent claims

11. International Orders

For international customers:

  • Return shipping costs may be higher
  • Customs duties and taxes are non-refundable
  • Refunds will be processed after product inspection

12. Contact Information

For return or refund assistance, contact:

Elxmart
Email:elxmart@gmail.com
Phone: +92-313-760-9769
Address: Aziz Road, Wassan Pura Chah Miran, Lahore, 54900, Pakistan