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Refund and Replacement Policy
Effective Date: August 12, 2026
Thank you for shopping with Exobaz. We want every customer to have a smooth and reliable shopping experience.
This Refund and Replacement Policy explains the conditions under which a product may qualify for replacement and how replacement requests are handled.
By placing an order through our website, you agree to the terms outlined below.
1. Replacement Eligibility
You may be eligible for a replacement if the product you receive is:
Incorrect
Faulty
Broken
Damaged upon delivery
If your product arrives with any of these issues, please contact our customer support team as soon as possible.
2. Replacement Request Timeframe
We accept product-related complaints within 30 days from the date of delivery.
If you submit an eligible replacement request within 7 days from the date of delivery, the replacement will be processed without additional replacement charges.
Requests submitted after 7 days may still be reviewed within the 30 day complaint period, but additional replacement, shipping, or handling charges may apply.
3. Evidence Required
To initiate a replacement request, please contact our customer support team and provide a clear video showing the issue with the product.
The video should clearly demonstrate the fault, damage, incorrect item, or other eligible issue.
In some situations, the issue may be related to product setup or usage. Our customer support team may first provide instructions to help resolve the issue.
If the product is confirmed to be faulty, damaged, broken, or incorrect, we will proceed with the replacement process.
4. Returning the Product
Depending on the product and the nature of the issue, we may require the original item to be returned before a replacement can be completed.
If a return is required, the product must be packed securely and should include:
The original product box
All accessories included with the product
All components originally supplied with the order
Please do not send a product to any address without receiving return instructions from our customer support team first.
Once your replacement request is approved, our team will provide the necessary instructions.
5. Replacement Processing
Depending on the circumstances, one of the following replacement methods may be used.
Return Before Replacement
If you are required to return the product first, the replacement will normally be dispatched within 5 working days after the returned product has been received and inspected.
Replacement With Collection
In some cases, we may arrange for a courier to collect the original product while processing your replacement.
Where this method is available, the replacement process may take up to 14 working days.
Please ensure that the original product, packaging, and accessories are ready for collection.
6. Change of Mind
We do not offer replacements for a simple change of mind.
Please review the product description, specifications, images, size, color, and other relevant details carefully before placing your order.
7. Refund Policy
Exobaz does not generally offer refunds once an order has been delivered.
For eligible cases involving an incorrect, faulty, broken, or damaged product, we provide a replacement in accordance with the conditions stated in this policy.
Any rights available to you under applicable consumer protection laws remain unaffected.
8. Replacement Approval
Submitting a replacement request does not automatically guarantee approval.
All requests are reviewed based on the information, photos, videos, order details, and other evidence provided by the customer.
Exobaz reserves the right to reject a replacement request if the product does not meet the eligibility requirements stated in this policy.
9. Contact Us
If you receive an incorrect, faulty, broken, or damaged product, please contact Exobaz Customer Support with your order number and a clear video showing the issue.
Our team will review your request and guide you through the next steps.
Exobaz
Customer Support Team