Return & Exchange Policy

Customer Policy

Thank you for shopping with AINEXA. We carefully inspect and securely pack every product before dispatch. If you receive a damaged, defective, incorrect or incomplete product, our support team will assist you.

Return, Replacement or Refund Eligibility

Your order may be eligible for return, replacement or refund if:

  • You received an incorrect product.
  • The product is significantly different from the description shown on our website.
  • The product has a genuine manufacturing defect.
  • The product was physically damaged during delivery.
  • Any included part or accessory is missing.

Minor differences in colour, finish or appearance caused by lighting, photography, screen settings or manufacturing batches will not be considered defects.

Important

Raise Your Request Within 48 Hours

Any damaged, defective, incorrect or incomplete product must be reported to AINEXA within 48 hours of delivery. Requests raised after this period may not be eligible for return, replacement or refund.

How to Raise a Request

Contact AINEXA Support within 48 hours of delivery and provide:

  1. Your Order ID.
  2. A brief description of the issue.
  3. 2–3 clear photographs showing the product and issue.
  4. Photographs of the packaging and shipping label.
  5. An unboxing video for damaged, incorrect or missing-item claims.

Our team will review the information provided before approving a return, replacement or refund.

Unboxing Video

For damaged, incorrect or missing-item claims, please keep a clear unboxing video showing the unopened parcel, shipping label, packaging and product. This helps our team verify and resolve your claim quickly.

Product Condition

For an approved return, the product must:

  • Be unused and in its original condition.
  • Be returned with the original packaging.
  • Include all accessories, fittings, manuals and other supplied items.
  • Not be altered, repaired, misused or damaged after delivery.

Products damaged due to misuse, improper handling or incorrect installation will not be eligible for return or replacement.

Installation-Dependent Products

Products such as vanities, washbasins, smart toilets, commodes, cabinets, mirrors and other installation-dependent products must be completely checked before installation.

Please verify the product, model, colour, dimensions, fittings and components before installation, drilling, plumbing or electrical work begins. Once installation has started, the product cannot be returned or exchanged.

Reverse Pickup & Replacement

Once your request is approved, AINEXA will arrange reverse pickup within approximately 4–5 working days, subject to courier serviceability.

For an approved exchange or replacement, the replacement product will generally be dispatched within 4–5 working days after the returned product is received and inspected.

Resolution

After verification, AINEXA may provide the most appropriate resolution based on the issue and product availability.

  • Product replacement
  • Replacement of a missing or defective part
  • Exchange
  • Approved refund

Refunds

If a refund is approved, processing will begin after the returned product has been received, inspected and approved by AINEXA.

Approved refunds are generally processed within 7–10 working days. Your bank or payment provider may require additional time for the refunded amount to reflect in your account.

Damaged or Tampered Packages

If the parcel appears opened, severely damaged or tampered with at the time of delivery, please do not accept the parcel and contact AINEXA Support immediately.

Need Help With a Return?

Contact AINEXA Support with your Order ID, issue details, photographs and required supporting evidence.

Support Hours: 10:00 AM–7:00 PM
Monday to Saturday