Returns and Refunds
If something isn’t right with your order, you may be able to return it for a refund. This guide explains who is eligible, how to request a return, and what to expect next.
1. Return Eligibility
Not all items or orders are automatically eligible for return. Before requesting a return, check the following:
| Condition | Requirement |
|---|---|
| Return window | Your return must be requested within the number of days set by the store for that product (e.g. within 14 days of delivery) |
| Order status | Your order must show a Delivered status |
| Product condition | Items must typically be unused, in original packaging, and with tags attached |
| Product policy | Check the individual product page — some items have custom return policies or are marked non-returnable |
[!NOTE] Each store on AEX Ecommerce sets its own return policy. The return window (number of days) is shown on every product page. If it’s not shown, contact the store to confirm.
2. How to Request a Return
- Log in to your account
- Go to My Account → Orders
- Open the order you want to return
- Click Request Return
- Select the item(s) you want to return
- Choose a return reason from the dropdown (e.g. “Wrong item received”, “Item damaged”, “Changed my mind”)
- Add any additional notes (optional but helpful)
- Click Submit Return Request
You’ll receive a confirmation notification. Your order status will change to Return Requested.
[!WARNING] Once submitted, a return request cannot be cancelled from your account. Contact the store directly if you change your mind after submitting.
3. Return Statuses
Your return moves through these two statuses:
| Status | What it means |
|---|---|
| Return Requested | Your request has been received and is being reviewed by the store |
| Returned | The store has processed your return and the refund process has begun |
You’ll receive a notification when your return status changes.
4. Refund Process and Timing
Once your return is approved and marked as Returned, your refund is processed:
| Refund Method | Typical Timeline |
|---|---|
| Original payment card | 5–10 business days after return approval |
| Bank transfer | 3–7 business days after return approval |
Refund timelines depend on your bank or card issuer. AEX Ecommerce processes the refund on its end promptly, but your bank may take additional time to reflect it.
[!TIP] You’ll receive an in-app notification and email when your refund has been initiated. Save these as proof of the transaction.
5. Items That Cannot Be Returned
Certain items are typically excluded from returns. Common non-returnable items include:
- Items marked No Returns on the product page
- Perishable goods (food, flowers, etc.)
- Intimate or hygiene products (underwear, swimwear, earrings)
- Digital products or downloaded content
- Items that have been used, washed, or damaged after delivery
- Items returned outside the return window
Always check the product page before purchasing if returns are important to you.
6. Contacting Support for Return Disputes
If your return request was rejected and you believe it should have been approved, or if your refund has not arrived after the expected timeline:
- Note your order number and return request date
- Contact the store via email or in-app messaging
- Include:
- Your order number
- A description of the issue
- Any screenshots or photos if relevant (e.g. damaged items)
The store’s support team will review your case and respond within their stated support hours.
[!NOTE] AEX Ecommerce is a platform that hosts independent stores. Return and refund disputes are handled by each individual store. If you are unable to reach a resolution with the store, use the Report option in the order detail page to escalate to AEX Ecommerce platform support.