Returns, Exchanges & Refund Policy
We stand behind the quality of every product sold on LeXell. Here is how our simple, fair return and exchange process works.
48-Hour Inspection & Return Window
Customers have a full 48 hours from the moment an order is delivered or collected at the station to inspect their items and report any issues.
Eligible for Return or Replacement
- Item received damaged, defective, or inoperative.
- Incorrect item, color, or wrong shoe/clothing size sent.
- Item missing core components or accessories.
- Item significantly deviates from photos and specifications.
Ineligible for Return
- Damage caused by customer misuse or improper handling.
- Items with removed tags, signs of heavy wear, or wash.
- Intimate apparel, underwear, or opened perfumes/cosmetics.
- Requests made after the 48-hour inspection window.
How to Request a Return or Exchange
Send WhatsApp Proof
Snap a short photo or video showing the defect, size tag, or issue, and message our support line with your Order Number (e.g. LEX-XXXXXX).
Dispatch Instructions
Our team verifies the claim within 2 to 4 hours and sends you instructions to hand the parcel to our dispatch rider or nearest collection point.
Immediate Resolution
Upon receipt, we immediately dispatch the replacement size/item OR issue an instant Mobile Money refund directly to your number.
Refund Processing & Timelines
Approved refunds are sent directly via MTN Mobile Money, Telecel Cash, or card reversal (Paystack). Mobile Money refunds reflect within 24 hours of return verification.
Have an issue with your delivery?
Message our customer support team directly on WhatsApp for instant assistance.