Overview
We want you to be happy with every Samexxa order. This policy explains how returns, replacements and refunds work across the Platform. Specific terms may vary slightly by seller or product category, as shown on the product page.
Return Eligibility
- Most items can be returned within 7 days of delivery, unmodified and in their original packaging.
- The product should be unused, with tags and accessories intact, unless it arrived damaged or defective.
- Some categories, such as fresh groceries and personal care items, may have shorter or no return windows for hygiene reasons.
Non-Returnable Items
- Perishable goods, including fresh produce and groceries.
- Personal care and hygiene products once opened.
- Customised or made-to-order items.
- Gift cards and digital vouchers.
How to Request a Return
Open the order in your Samexxa app or account, select "Return item," and choose a reason. For eligible items, a pickup will be scheduled automatically where available; otherwise you'll be guided to drop it at a nearby partner point.
Return Shipping
Return pickups for eligible items are free of charge. If a return is requested for a reason not covered by this policy (such as a change of mind on a non-returnable item), return shipping costs may apply.
Refund Process & Timelines
Once the returned item is received and inspected, refunds are typically processed within 5-7 business days to your original payment method, or credited to your Samexxa wallet for faster access.
Replacements
For defective or incorrect items, you can choose a replacement instead of a refund where stock is available from the same or an equivalent seller.
Damaged or Incorrect Items
If an item arrives damaged, defective, or different from what you ordered, report it within 48 hours of delivery with photos where possible, so we can resolve it quickly — usually with a free replacement or full refund.
Contact Us
For help with a return or refund, reach us at [email protected] or through our Contact Us page.