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Last updated: June 2026
This Refund & Returns Policy explains how Connexigh handles refund requests, what qualifies for a refund, and the process involved. By purchasing on Connexigh, you agree to the terms outlined below.
1. Our Role in Refunds
Connexigh is a multi-vendor marketplace. Products are sold by independent vendors, not by Connexigh directly. However, Connexigh acts as the intermediary in all refund disputes. Where a refund is approved, Connexigh will issue the refund to the buyer first and subsequently recover the amount from the vendor responsible for the order.
This ensures that buyers are protected and do not have to wait for vendors to process refunds on their own.
2. Refund Window
Refund requests must be submitted within 7 days of delivery of the product. Requests made after this window will not be accepted except in exceptional circumstances at Connexigh’s sole discretion.
The delivery date is determined by the tracking information provided by the vendor or logistics partner. If no tracking is available, the date on which the buyer confirms receipt will be used.
3. Eligible Reasons for a Refund
Connexigh only accepts refund requests on the following grounds:
- Defective product — the item received is damaged, broken, or does not function as described.
- Not as described — the product received is significantly different from what was listed (e.g. wrong colour, size, model, or missing components).
- Item not received — the product was never delivered within the expected timeframe and the vendor cannot provide proof of delivery.
Refunds will not be issued for the following:
- Change of mind or buyer’s remorse.
- Products that have been used, washed, or altered after delivery.
- Minor variations in colour or appearance due to screen display differences.
- Damage caused by the buyer after receipt.
- Products clearly described as non-returnable at the time of purchase.
4. How to Request a Refund
To initiate a refund, follow these steps:
- Log into your Connexigh account and go to My Account → Orders.
- Find the relevant order and select Request Refund.
- Provide a clear description of the issue and attach photo or video evidence where applicable.
- Submit the request within 7 days of delivery.
Once submitted, Connexigh will review your request and contact both you and the vendor within 3 business days. We may request additional information or evidence during this period.
5. Dispute Mediation
All refund disputes are mediated by Connexigh. Our team will review the evidence provided by both the buyer and the vendor and make a final determination. Connexigh’s decision on any dispute is final.
We aim to resolve all disputes fairly and transparently. Vendors are required under our Terms & Conditions to cooperate fully with the dispute process and respond within 48 hours of being contacted.
6. Refund Processing
Where a refund is approved:
- Connexigh will issue the refund to the buyer within 5–7 business days of the decision.
- Refunds are issued to the original payment method used at checkout.
- Connexigh will subsequently recover the refunded amount from the vendor’s pending payouts or future earnings on the platform.
- Where a vendor has no pending balance, Connexigh will pursue recovery through other means including suspension of the vendor’s account until the amount is settled.
7. Vendor Accountability
Vendors on Connexigh are responsible for the quality and accuracy of their listings. Where a refund is approved due to a vendor’s fault, the full refunded amount will be deducted from that vendor’s account. Repeated refund issues may result in:
- Formal warnings issued to the vendor.
- Temporary suspension of the vendor’s store.
- Permanent removal from the Connexigh platform.
8. Non-Returnable Items
Certain product categories may be marked as non-returnable by vendors. These will be clearly indicated on the product page before purchase. By completing a purchase of a non-returnable item, you acknowledge and accept that no refund will be issued except in cases of confirmed defect or misrepresentation.
9. Changes to This Policy
Connexigh reserves the right to update this Refund & Returns Policy at any time. Changes will be published on this page with a revised “last updated” date. Your continued use of the platform after changes are posted constitutes acceptance of the updated policy.
10. Contact Us
If you have any questions about this policy or need assistance with a refund request, please contact us through our Contact page.
