Returns & Refunds

At MEXESS, we are committed to ensuring your satisfaction with every purchase. Please find below our detailed return and refund policy, designed in accordance with applicable EU consumer protection laws.

What is your return period?

You have the right to return any product within 30 calendar days of receiving your order.

What are the conditions for a return?

To be eligible for a return, items must meet all of the following criteria:

• Be in unused, unworn, and unwashed condition
• Have all original tags and packaging intact
• Be free from any damage or alterations caused by the customer

How can I return an item?

To initiate a return, please use our Returns Portal. Once your return is authorized, we will provide detailed instructions on how to proceed.

Important: Items returned without prior authorization will not be accepted.

Who covers the return shipping costs?

Customers are fully responsible for return shipping costs. This applies regardless of the reason for return, unless the item was received incorrect.

What return shipping options are available?

We offer two return options:

1. Prepaid return label (EU customers only): We can provide a prepaid return label for a flat fee of €9.90. This amount will be deducted from the refunded amount.
   
   
2. Customer-arranged return (Non-EU customers only): You may return the parcel using a courier service of your choice. Please ensure the package is trackable and securely packed. Any additional fees like customs fees must be pre-paid.

What is your return address?

All returns must be sent to the following address:

MEXESS LTD
Markova banya 5
1614 Sofia
Bulgaria
📞 +359 895 332 456

What if the item I received is damaged, defective, or incorrect?

Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, contact us within 48 hours of receipt at support@mexess.com with clear photos and a description of the issue. We will resolve the problem promptly, in accordance with your statutory rights.

Are there items that cannot be returned?

Yes. The following items are excluded from our return policy:

• Worn, used, washed, or damaged items
• Items returned without original tags and packaging
• Gift cards

Can I exchange an item?

We do not offer direct exchanges. If you wish to order a different item, please initiate a return for the original product and place a new order separately.

Do EU customers have any additional rights?

Yes. Under EU consumer protection law, customers within the European Union are entitled to a 14-day withdrawal period (cooling-off period) starting from the day you receive your order.
You may cancel your purchase and request a refund without giving any reason, provided the items are returned in original condition, unused, and with all packaging and tags intact. Please note that order cancellation can be done only if the order is not yet shipped. After that only return is possible.

Promotions & Refunds

If you return items from an order that qualified for a promotion (such as a multi-buy discount or free shipping), your refund will be recalculated based on the final order value after returns.
If the remaining items no longer meet the promotion conditions, the corresponding discount or free shipping cost will be deducted from your refund.

When will I receive my refund?

After receiving and inspecting your returned item, we will notify you of the outcome. If the return is approved:

• The refund will be issued to your original payment method
• Processing may take up to 10 business days from the date of approval
• Shipping charges, import duties, and return label costs (if used) are non-refundable

If you have any additional questions, feel free to contact our support team anytime.