Last Updated: 30-06-2026
At Promixrs, customer satisfaction is important to us. We strive to provide high-quality products and excellent service. This Refund and Return Policy explains the conditions under which products may be returned, exchanged, or refunded after purchase.
By placing an order through our Platform, you acknowledge that you have read, understood, and agreed to this Refund and Return Policy.
1. Return Eligibility
You may request a return if the product:
- Was delivered damaged or defective.
- Is significantly different from the product ordered.
- Was incorrectly delivered.
- Arrived with missing parts or accessories.
- Meets the conditions outlined in this Policy.
To qualify for a return, the product must:
- Be returned within 7 days of delivery.
- Be unused, unworn, and in its original condition unless the item is defective.
- Be returned in its original packaging, including manuals, accessories, labels, and promotional items where applicable.
- Be accompanied by proof of purchase, such as an order confirmation or receipt.
Failure to meet these conditions may result in the return request being declined.
2. Non-Returnable Items
For hygiene, safety, legal, or operational reasons, the following items are generally not eligible for return unless they are defective or required by applicable law:
- Gift cards or digital vouchers.
- Downloadable digital products or software.
- Customized or personalized products.
- Perishable goods.
- Products marked as "Final Sale" or "Non-Returnable."
- Personal care or hygiene products that have been opened or used.
- Products damaged through misuse, negligence, accidents, or unauthorized modifications.
Additional product-specific restrictions may apply where permitted by law.
3. How to Request a Return
To request a return:
- Contact our Customer Support team within the applicable return period.
- Provide your order ID and proof of purchase.
- Describe the reason for the return.
- Include photographs where requested, especially for damaged or defective products.
- Follow the return instructions provided by our Customer Support team.
Unauthorized returns may not be accepted.
4. Inspection of Returned Products
All returned products are inspected upon receipt.
Following inspection, we will determine whether the return qualifies for:
- A refund.
- A replacement.
- An exchange.
- Store credit.
- A repair (where applicable).
Our decision will be based on the condition of the returned product and compliance with this Policy.
5. Refunds
Where a refund is approved:
- Refunds will be issued using the original payment method whenever reasonably possible.
- If the original payment method is unavailable, an alternative method or store credit may be provided where permitted by law.
- Processing times may vary depending on your financial institution or payment provider.
Refunds may include the purchase price of the returned product. Shipping charges, taxes, duties, or other fees may be refunded only where required by law or where expressly stated by us.
6. Exchanges and Replacements
Where eligible, we may offer:
- Replacement of defective products.
- Exchange for the same product.
- Exchange for a product of equal value.
- Store credit where replacement stock is unavailable.
Replacement products are subject to product availability.
7. Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.
You may be asked to provide:
- Your order ID.
- Photographs of the product.
- Photographs of the packaging.
- A description of the issue.
Upon verification, we will determine the most appropriate resolution, which may include a replacement, exchange, repair, or refund.
8. Return Shipping
Where the return is due to:
- Our error.
- A defective product.
- A damaged product.
- An incorrect item delivered.
We may cover reasonable return shipping costs or provide a prepaid return shipping label where available.
For returns made for other eligible reasons, the customer may be responsible for return shipping costs unless otherwise required by law.
We recommend using a trackable shipping service, as we are not responsible for returned items lost in transit.
9. Order Cancellations
Orders may be canceled before they have been processed or shipped.
Once an order has been shipped, it generally cannot be canceled and must instead follow the return process described in this Policy.
If a cancellation is approved before shipment, any applicable refund will be processed using the original payment method.
10. Refused Deliveries
If a delivery is refused without valid reason or returned to us due to incorrect delivery information provided by the customer, we reserve the right to deduct applicable shipping, handling, or restocking costs from any refund where permitted by law.
11. Promotional Items and Bundles
If a returned product formed part of a promotional offer, bundle, or discount campaign, the refund may be adjusted to reflect the promotional pricing or require the return of all items included in the promotion.
12. Fraud Prevention
To protect our customers and business, we reserve the right to refuse returns or refunds where we reasonably suspect:
- Fraudulent activity.
- Abuse of our return policy.
- Unauthorized resale.
- False claims.
- Excessive or unusual return patterns.
Such decisions will be made fairly and in accordance with applicable law.
13. Limitation of Liability
Nothing in this Policy limits any statutory consumer rights that cannot be excluded under applicable law.
Except as required by law, our liability relating to returned products is limited to the purchase price paid for the affected product.
14. Changes to This Policy
We may update this Refund and Return Policy from time to time to reflect changes in our business operations, legal obligations, or customer service practices.
Any updates will become effective upon publication on the Platform. The "Last Updated" date at the top of this Policy will indicate the latest revision.
15. Contact Us
If you have questions about this Refund and Return Policy or wish to request a return, exchange, or refund, please contact us:
Our Customer Support team will make reasonable efforts to respond promptly and assist you with your request.
By purchasing products from our Platform, you acknowledge that you have read, understood, and agreed to this Refund and Return Policy.
