At ZEXBI, we want you to receive your order exactly as expected. We carefully check and pack every product before dispatch. However, if you receive an incorrect, damaged, or defective product due to an error on our part, we will be happy to provide an exchange or refund according to the conditions below.

1. Eligibility for Return or Exchange

A product may be eligible for return or exchange only if:

  • You received a wrong product that does not match your order.

  • You received a product that was damaged or defective before delivery.

  • The product has a manufacturing defect that was present when you received it.

  • The product is unused, unworn, unwashed, and in its original condition.

  • All original tags, labels, packaging, and accessories are still attached and included.

  • You contact us within the specified period after receiving your order.

2. Unboxing Video Is Required

To protect both our customers and ZEXBI from delivery-related issues, we strongly require customers to record a clear, continuous video while receiving and unboxing the parcel.

The video should clearly show:

  1. The parcel/package before opening.

  2. The condition of the package.

  3. The parcel label/order information.

  4. The complete unboxing process.

  5. The product received and any visible damage, defect, or mismatch.

For claims involving a wrong, damaged, or defective product, an unboxing video may be required as proof.

If there is no unboxing video, ZEXBI may not be able to verify whether the issue occurred before, during, or after delivery, and therefore we reserve the right to reject the claim.

3. Wrong Product Received

If we accidentally send you the wrong product, please contact us as soon as possible.

Depending on availability:

  • We will exchange the product for the correct item, or

  • If the correct product is unavailable, we will provide a refund according to our refund process.

The incorrectly delivered product must remain unused and in its original condition.

4. Damaged or Defective Product

If you receive a product that is damaged or defective due to an issue on our side, please contact us immediately with:

  • Your order number

  • Clear photos of the product

  • A clear unboxing video

  • A description of the issue

After verification, we may:

  • Replace the product with the same product, or

  • Provide a refund if a replacement is unavailable.

5. Products We Do Not Accept for Return

For hygiene, quality-control, and resale reasons, ZEXBI does not accept returns of products that have been used, worn, washed, altered, or damaged by the customer.

We will not accept returns if:

  • The product has been worn or used.

  • The product has been washed.

  • The product has been altered, resized, repaired, or modified.

  • The product has stains, perfume, makeup, body odor, or other signs of use.

  • Tags or labels have been removed.

  • Original packaging is missing or significantly damaged.

  • The product was damaged after delivery due to customer handling.

  • The issue is caused by improper washing, ironing, storage, or care.

  • The customer has intentionally or accidentally damaged the product after receiving it.

6. Customer Responsibility

ZEXBI is not responsible for problems caused by the customer’s own actions or incorrect use of the product.

Customers are responsible for checking the product’s size, color, design, specifications, and other details before placing an order.

Please carefully review your order before confirming your purchase.

If a customer provides an incorrect:

  • Size

  • Color

  • Product

  • Quantity

  • Name

  • Phone number

  • Delivery address

ZEXBI may not be responsible for the resulting issue or additional delivery costs.

7. Change of Mind

We currently do not accept returns simply because a customer has changed their mind, does not like the product after receiving it, or ordered the wrong size/color by mistake.

Please make sure you select the correct product, size, and color before placing your order.

8. Exchange Conditions

If your exchange request is approved, the replacement product will be subject to availability.

If the requested replacement product is unavailable, ZEXBI may offer an alternative product of equivalent value or provide a refund where applicable.

Additional delivery charges may apply in cases where the exchange is requested for reasons that are not caused by an error on ZEXBI’s part.

9. Refunds

If a refund is approved, the refund amount and method will depend on the circumstances of the case and the original payment method.

For example, if:

  • We sent the wrong product and the correct product is unavailable, or

  • We sent a damaged/defective product and a replacement is unavailable,

we may issue a refund for the eligible amount.

Refund processing time may vary depending on the payment method and financial service provider.

10. Delivery & Parcel Inspection

Customers should inspect the parcel carefully when receiving it.

If the parcel appears severely damaged, opened, or tampered with, please record the condition before opening it and contact ZEXBI as soon as possible.

Customers are strongly advised to record the entire unboxing process from beginning to end.

11. Return Shipping

If the return or exchange is required because ZEXBI sent the wrong product or a product that was damaged/defective before delivery, ZEXBI will coordinate the return and replacement process.

If a return or exchange is requested due to a customer’s mistake, change of mind, incorrect order information, or other customer-related reasons, ZEXBI may not be responsible for the return or additional delivery costs.

12. How to Request a Return or Exchange

To request a return, exchange, or refund, please contact us as soon as possible after receiving your order.

Please provide:

  • Order Number

  • Customer Name

  • Phone Number

  • Photos of the product

  • Unboxing video

  • A brief description of the problem

Our team will review the information and let you know whether the request is approved.

Please do not send any product back without first contacting ZEXBI and receiving instructions from our team.

13. Final Decision

All return, exchange, and refund requests are subject to verification.

ZEXBI reserves the right to reject a request if the product does not meet the conditions stated in this policy or if the provided evidence is insufficient to verify the claim.

We aim to handle every genuine issue fairly and transparently while protecting both our customers and our business from misuse of the return and refund policy.

Need Help?

If you have any questions about our Refund & Returns Policy, please contact us through our official contact channels.

ZEXBI
Website: www.zexbi.com