At GEXLOMY, we aim to provide customers with a clear, fair, and reliable return experience. We are committed to making every stage of your shopping journey straightforward, from selecting practical home cleaning solutions to receiving support when a product does not meet expectations.

This Return & Refund Policy applies to eligible purchases made through gexlomy.com.

1. 30-Day Return Window

Customers may request a return within 30 days after confirmed delivery of an eligible order.

Before returning any product, please contact our customer support team at service@gexlomy.com. Our team will review your request, confirm eligibility, and provide the applicable return instructions and authorized return address.

Please do not send products back without contacting us first. Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.

2. Return Eligibility

Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be unused or in like-new condition, free from customer-caused damage, unaltered, and returned with all original components and included accessories.

Where applicable, this includes detachable cleaning heads, handles, brushes, pads, attachments, connectors, product inserts, instruction materials, and other items originally supplied with the product. Original protective packaging should also be included where reasonably possible.

Proof of purchase, such as an order number or order confirmation email, may be required.

Because GEXLOMY products may include multiple components, specialized materials, reusable cleaning elements, adjustable structures, or detachable accessories, returned products should be packaged carefully to help prevent damage, contamination, or loss of components during transportation.

We may inspect returned products before approving a refund.

3. Opened or Used Products

Opening a product does not automatically make it ineligible for return.

However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.

Returned products should not show signs of excessive use, misuse, customer-caused scratches or breakage, unauthorized repairs, modifications, missing accessories or components, or damage resulting from improper cleaning, storage, handling, or use.

For cleaning products, return eligibility may depend on whether the item has been used beyond what is reasonably necessary to inspect or evaluate it. Products that have been heavily used, contaminated, damaged through improper handling, or rendered unsuitable for resale may not qualify for preference-based returns, subject to applicable law.

Where a product has experienced a material loss in value because of customer handling beyond what was reasonably necessary to inspect or evaluate it, an appropriate deduction may apply where permitted by law.

4. Non-Returnable Items

Where permitted by applicable law, certain products may not be eligible for preference-based returns. These may include customized or personalized products, gift cards, products clearly marked as final sale, products damaged through misuse or improper handling, products modified or repaired without authorization, products missing significant components because of customer handling, and other products expressly identified as non-returnable before purchase.

For hygiene and product-care reasons, certain cleaning accessories or products that have been used, contaminated, or otherwise rendered unsuitable for resale may also be subject to return restrictions where permitted by applicable law.

Any product-specific exclusions will be stated on the applicable product page or communicated before the return is approved.

Nothing in this section limits statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your GEXLOMY order promptly after delivery.

This is particularly important for products containing multiple components, detachable cleaning heads, handles, brushes, reusable pads, connectors, adjustable structures, specialized materials, or other functional parts.

If your order arrives broken, damaged, defective, incorrect, or incomplete, or if accessories or components are missing, please contact us as soon as reasonably possible.

To help us review the issue, please provide your order number, product name, clear photographs of the product, photographs of the inner protective packaging and outer shipping package, a photograph of the shipping label where available, and a short video demonstrating the issue where relevant.

For cleaning products, a short video may be particularly helpful for issues involving assembly, attachment compatibility, loose or damaged components, handle adjustments, moving parts, or other functional problems.

After reviewing the information, we will provide the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer law.

6. Basic Product Checks Before Return

For certain functional issues, our customer support team may first provide reasonable product checks or troubleshooting guidance.

Depending on the product, these checks may include confirming that the product has been assembled correctly, checking whether detachable components are securely connected, reviewing handle adjustment mechanisms, checking the fit of accessories, or consulting the product instructions and care information.

We may request photographs or additional information to better understand the nature of the issue.

You are not required to continue using any product that appears damaged, unsafe, or unsuitable for continued use. Please discontinue use if you believe the product may cause damage or cannot be operated appropriately.

7. Return Shipping Costs

For preference-based returns, including a change of mind, incorrect product selection by the customer, no longer wanting the product, a product not matching personal preferences, or other reasons not caused by an error on our part, customers are generally responsible for return shipping costs where permitted by applicable law.

If GEXLOMY confirms that a product was damaged during delivery, defective, incorrectly supplied, incomplete, or otherwise eligible for seller-paid return costs under applicable law, we will provide the appropriate return or resolution instructions.

Please do not independently purchase expensive international return shipping before receiving instructions from our customer support team.

8. Original Shipping Charges

Original shipping charges are generally non-refundable for preference-based returns unless otherwise expressly stated by GEXLOMY, the return results from an error on our part, the product was defective, damaged, or incorrectly supplied, or applicable law requires reimbursement.

Any refund of original shipping charges will be handled in accordance with the circumstances of the return and applicable consumer protection requirements.

9. Return Address

Return addresses may vary depending on the product type, fulfillment location, customer destination, warehouse location, logistics arrangements, and nature of the return.

For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.

The correct return address and applicable shipping instructions will be provided after your return request has been reviewed and approved.

10. Return Packaging

GEXLOMY products may include handles, brushes, pads, detachable attachments, connectors, reusable cleaning components, or other accessories that need to be protected during transportation.

Customers should package returned products carefully to reduce the risk of damage, contamination, or loss during return shipping.

Where reasonably possible, please include the main product, all original attachments and accessories, detachable components, product inserts or instructions, original protective materials, original product packaging, and any other items originally included with the order.

Products with adjustable structures or multiple components should be secured appropriately to prevent movement, bending, breakage, or damage inside the package.

Customers are responsible for ensuring that preference-based returns are adequately packaged for shipping.

11. Missing Accessories or Components

Where permitted by applicable law, a refund may be reduced if returned products are missing components originally supplied with the order.

Examples may include cleaning heads, detachable brushes, pads, handles, connectors, mounting accessories, replacement components, product manuals, protective packaging, or other included accessories.

Any deduction will be based on the circumstances of the return and applicable law.

12. Return Inspection

Once a returned product is received, we may inspect it to confirm the product identity, return eligibility, product condition, reason for return, included accessories, included components, and the condition of functional parts and materials.

For products with multiple components, we may also check whether the supplied accessories and attachments have been returned as required.

Approval of a return request does not necessarily mean that a refund has been approved before the returned product has been received and inspected.

We will assess the return according to this policy and applicable consumer protection requirements.

13. Refunds

If a return is approved after inspection, the refund will generally be issued to the original payment method.

Once GEXLOMY issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Processing times vary and are controlled by the relevant financial institution or payment provider.

If you have not received your refund after the applicable processing period, please contact your payment provider first. If the issue remains unresolved, contact our customer support team for assistance.

14. Refund Deductions

Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from missing accessories, missing components, excessive use, customer-caused scratches or breakage, unauthorized modification, unauthorized repair, improper cleaning, improper handling, or damage caused after delivery.

For cleaning products, deductions may also apply where customer handling or use has materially affected the product's condition, functionality, or resale value beyond what was reasonably necessary to inspect or evaluate it.

Any deduction will be assessed based on the individual circumstances of the return and applicable law.

15. Exchanges

Exchange availability depends on current product availability and inventory.

GEXLOMY products may be offered in different sizes, colors, materials, finishes, configurations, accessory combinations, or product variations. The preferred replacement may not always be available.

Where direct exchanges are unavailable, the most efficient option may be to request a return for the eligible original product, complete the approved return process, and place a new order for the preferred product.

Please contact customer support before returning a product for exchange. Our team will review your request and explain the available options.

16. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it.

Customer Support Email: service@gexlomy.com

We will make reasonable efforts to assist before fulfillment begins. However, we cannot guarantee cancellation once the order has entered processing, picking or packing, protective packaging, fulfillment, shipping preparation, or dispatch.

If the order has already shipped, you may need to follow the applicable return procedure after delivery.

Any cancellation request will be handled according to the order's fulfillment status and applicable law.

17. Refunds for Canceled Orders

If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.

Your financial institution or payment provider may require additional processing time before the refund appears in your account.

If the order has already entered a stage where cancellation is no longer possible, our customer support team will advise you on the applicable options.

18. Refused or Unclaimed Deliveries

Refusing delivery does not automatically qualify an order for a full refund.

If a package is refused, unclaimed, or returned to the sender, please contact us so we can review the shipment status, carrier charges, product condition, return eligibility, and other relevant circumstances.

Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if such costs resulted from refusal or failure to accept an otherwise valid delivery.

Any deductions or resolution will be assessed according to the specific circumstances and applicable legal requirements.

19. International Returns

International returns may involve additional shipping costs, customs procedures, carrier requirements, documentation, and transit time.

Products containing multiple components, detachable accessories, or specialized materials may also require additional protective packaging for international return transportation.

Please contact us before sending any international return. Our customer support team will provide the appropriate return address and instructions where applicable.

We are not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following the provided instructions, except where responsibility cannot lawfully be excluded.

20. Consumer Rights

This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law.

Depending on your country, state, province, or region, you may have additional statutory rights relating to defective products, product conformity, damaged products, repairs, replacements, returns, refunds, and cancellation or withdrawal rights.

Nothing in this policy is intended to waive or restrict rights that cannot legally be excluded.

Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.

21. Contact Us

If you have questions regarding a return, refund, exchange, damaged product, defective product, or order cancellation, please contact our customer support team.

Brand: GEXLOMY

Official Website: gexlomy.com

Legal Entity: Xi’an Jinshi Weikai Network Technology Co., Ltd.

Registered Address: Room 602-041 [Cluster], Building C, Shaanxi Digital Publishing Base, No. 599 Guangyuntan Avenue, Chanba Ecological District, Xi’an, Shaanxi Province, China.

Unified Social Credit Code: 91610136MAEELFMT8A

Customer Support Email: service@gexlomy.com

For order-related inquiries, please include your order number and the email address used at checkout.

For damaged products, defective components, missing accessories, or other product-related issues, please include clear photographs and videos where relevant. This information will help our team review your request more efficiently.

Please do not send complete credit card information, CVV or security codes, or account passwords by email.

gexlomy.com is owned and operated by Xi’an Jinshi Weikai Network Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, and related ecommerce activities.

At GEXLOMY, we believe that practical home cleaning solutions should be supported by clear policies and dependable customer care. We are committed to handling eligible return and refund requests with care, transparency, and respect for applicable consumer rights.

GEXLOMY — Thoughtful Solutions for a Cleaner Home.