RexBuilderShop — operated by REX BUILDER LIMITED Effective date: 01 JULY 2026 1. Overview This policy explains when and how you can get a refund or return an item bought on RexBuilderShop. It applies to all orders placed through our website and mobile apps. Because RexBuilderShop is a marketplace, goods are supplied by independent third-party vendors and delivered by our delivery network; refunds are handled centrally by RexBuilderShop under this policy. 2. How refunds are issued • Approved refunds are credited as store credit to your RexBuilderShop wallet, which you can use toward future purchases on the platform. • If your order was paid using an approved trade credit account, the refund is applied by reversing the amount on your trade account . • Refunds are not returned to your card or bank account; they are issued as store credit / trade-credit reversal as above. • Every refund is recorded and processed once — duplicate or repeated requests for the same item will not result in more than one refund. 3. What you are refunded, by order stage The refund amount depends on how far the order had progressed: • Order not yet delivered (cancelled/failed): you are refunded the full amount paid, including delivery fee and any charges. • Order already delivered (eligible return): you are refunded the value of the goods returned. Delivery fees, VAT and service charges are not refunded, as the delivery was actually performed. 4. Returns — eligibility You may request a return of a delivered item only if all of the following apply: • the product is marked returnable on its product page (some items are non-returnable — see §6); • the request is made within the return window of 24 hours from delivery (as shown at checkout / on the returns page); and • the item is unused and in its original, resalable condition, with proof of purchase. 5. Return process 1. Request the return from your Orders page (or via our support channel) and select the affected item and reason. 2. We review the request; approved items are collected/returned to the vendor. 3. Your refund is issued once the returned goods are received and confirmed back into stock — refunds are tied to the goods being returned, not merely to the request being made. 6. Non-returnable items Some goods cannot be returned, including items marked non-returnable at the point of sale — and any item that has been used, damaged after delivery, or altered. 7. Cancellations You may cancel an order before it has been dispatched/delivered for a full refund. Once an order has been delivered, cancellation is handled under the returns rules above. 8. When we hold your funds (buyer protection) We collect payment at checkout but hold the funds and do not release them to the vendor or delivery agent until your order has been delivered and confirmed (delivery is confirmed using a one-time code you provide to the delivery agent). This means an undelivered or disputed order never leaves the vendor paid, protecting your purchase. 9. Disputes If something is wrong with your order, raise it through our returns flow or support. We will investigate and adjudicate: valid claims are resolved as a refund (reversing the sale), otherwise the delivery stands. While a dispute is open, the related funds remain held by RexBuilderShop. 10. Timeframes • Return requests: within 24 hours of delivery. • Refunds (store credit / trade-credit reversal): applied promptly once approved — for returns, once the goods are received; typically within 3 business days. 11. Contact Questions about a refund or return? Contact contactus@rexbuildershop.com with your order reference. 12. Changes to this policy We may update this policy from time to time; the version with the current effective date applies to new orders.
Last updated 2026-08-14