At GEXIN LIMITED, we want you to be completely satisfied with your purchase of our herbal salves, essential oils, and other products. Our return and exchange policy is designed to be fair and transparent for all customers.
Return Eligibility
We accept returns for 90 days from the date of delivery. To be eligible for a return:
The product must be unused, unopened, and in its original packaging
The product must be in resalable condition
You must provide a valid order number and proof of purchase
Returns for personalized or custom products are not accepted, unless the product is defective
How to Initiate a Return
To initiate a return, please contact our customer service team at gexinservice@outlook.com with your order number and reason for return. We will provide you with a return authorization number (RMA) and return shipping instructions. Returns sent without an RMA number will not be accepted.
Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5-7 business days. Please note that shipping costs are non-refundable, and the customer is responsible for return shipping costs, unless the return is due to our error (e.g., wrong item sent, defective product).
Exchanges
We offer exchanges for defective or damaged products, or for incorrect items received. To request an exchange, please contact us at gexinservice@outlook.com within 90 days of delivery. We will cover the cost of return shipping and the cost of shipping the replacement item.
Non-Refundable Items
Opened or used products (unless defective)
Gift cards
Clearance items
Shipping and handling fees
Defective Products
If you receive a defective or damaged product, please contact us within 7 days of delivery with photos of the product and packaging. We will offer a full refund, replacement, or store credit, at your option, with no return shipping cost to you.
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