ADRXP

Adrenaline Xpress

Return, Refund and Exchange Policy

Adrenaline Express Limited

Effective Date: 10th June, 2025

support@adrxp.com

Introduction

This Return, Refund and Exchange Policy applies to the ADRXP multi-vendor e-commerce platform operated by Adrenaline Express Limited, effective from the 10th day of June, 2025.

At ADRXP, every customer deserves to know exactly what happens if something goes wrong with their order. This Policy is written plainly so that both customers and vendors understand their rights and responsibilities without needing to decode legal language. It covers how returns are handled, when refunds are issued, and what the exchange process looks like.

ADRXP manages shipping and delivery on behalf of transactions carried out through the platform. Vendors remain responsible for the quality and authenticity of the products they list. This distinction matters and is reflected throughout this Policy.

1. Scope of This Policy

This Policy applies to all customers who purchase products through ADRXP, all vendors who list products on the platform, and all orders shipped and delivered by ADRXP logistics or approved logistics partners.

Whether you are a first-time buyer or a returning customer, the same protections apply. Whether you are a new vendor or one who has been on the platform for years, the same responsibilities apply. This Policy treats every party consistently and without exception.

2. Return Policy

Returns at ADRXP are handled based on the specific circumstances of each order. The most common situation that triggers the return process is a failed or undelivered order.

Failed or Undelivered Orders

There are situations where an order cannot be successfully delivered through no fault of ADRXP. These include cases where the customer provided an incorrect or incomplete delivery address, where the recipient was unavailable at the delivery location at the time of attempted delivery, where the recipient refused to accept the item upon arrival, or where the delivery location was restricted or could not be accessed by the logistics team.

When any of these situations occur, ADRXP will take the following steps in sequence. First, ADRXP will attempt to contact the customer or recipient to understand the situation and arrange an alternative. Second, the item will be held at an ADRXP logistics facility or a designated holding location for up to 7 days from the date of the failed delivery attempt. Third, ADRXP will offer a re-delivery attempt, which may be subject to additional charges depending on the distance and circumstances involved. Fourth, if re-delivery is not arranged within the holding period, the item will be returned to the vendor or to a designated return location.

Any return or re-delivery charges that arise from a failed delivery will be billed to the customer, except in cases where the failure was caused by an error on the part of ADRXP.

3. Refund Policy

ADRXP understands that there are circumstances where a customer is entitled to their money back. This section sets out clearly when refunds will be issued and when they will not.

When a Refund Will Be Issued

Order Canceled Before Dispatch

If a customer cancels their order before it has been dispatched and no significant costs have already been incurred in processing the order, a partial or full refund may be issued. The amount refunded will depend on what costs, if any, have already been committed at the time of cancellation.

Failed Pickup or Fulfillment by ADRXP

If ADRXP fails to pick up or dispatch an order within the agreed timeframe and the customer decides to cancel as a result, a refund may be processed. The specific amount will be determined based on the circumstances of the failure and any costs already incurred. Where the failure is clearly on the part of ADRXP, a full refund will be the expected outcome.

Duplicate Payments

In the event that a customer is accidentally charged more than once for the same order, the excess amount will be refunded in full. ADRXP takes payment accuracy seriously and treats duplicate charges as errors that must be corrected without delay.

When a Refund Will Not Be Issued

There are situations where a refund request will not be approved. Customers should be aware of these before placing an order.

A refund will not be issued where the delivery failure was caused by incorrect or incomplete information provided by the customer, such as a wrong address or incorrect contact number. A refund will also not be issued where a product has been confiscated by relevant authorities due to prohibited or illegal content within the package. Where a customer cancels an order after it has already been dispatched or delivered, no refund will be processed. Finally, refunds will not be issued for delays or failures caused by force majeure events such as floods, strikes, civil unrest, or other circumstances beyond the reasonable control of ADRXP.

4. Exchange Policy

ADRXP does not offer direct product exchanges. If a customer receives a product and wishes to replace it with a different item or a different variant of the same item, the process works in two separate steps.

The first step is to return the original item in accordance with the return conditions set out in this Policy. The second step is to place a new order for the replacement item. These are treated as two independent transactions.

Additional shipping or handling fees may apply to both the return and the new order. All exchanges are also subject to the availability of the replacement item from the relevant vendor and require vendor approval where applicable.

5. Return Conditions

Not all items are eligible for return. For a return to be accepted and processed, certain conditions must be met.

•  The item must be in its original condition at the time of return, unless it was defective upon arrival or was damaged during transit through ADRXP's logistics chain.

•  The item must include its original packaging and all accessories that were included at the time of delivery, where applicable.

•  The return must be initiated within the timeframe specified by ADRXP at the time of the return request.

ADRXP reserves the right to inspect all returned items before approving any refund or exchange. Items that do not meet the conditions above may be rejected, and the customer will be notified of the outcome within a reasonable timeframe.

6. Refund Process and Timeline

Customers who believe they are entitled to a refund under this Policy should follow the steps below to initiate the process.

•  Contact ADRXP customer support through the official email address at support@adrxp.com.

•  Provide your order number, a clear description of the issue, and the reason for the refund request.

•  Include any supporting documentation such as photos, receipts, or communication records that are relevant to the claim.

Once a refund request has been submitted and reviewed, ADRXP will communicate its decision in writing. If the refund is approved, it will be processed within 5 to 10 business days from the date of approval. The refund will be sent through the original payment method or to the bank account provided by the customer, depending on the payment method used for the original transaction.

ADRXP will keep the customer informed throughout the process. No refund request will be left without a response.

7. Vendor Responsibility

While ADRXP manages the logistics and delivery of orders, vendors carry a distinct and non-negotiable responsibility for the products they sell through the platform.

•  Vendors are responsible for the authenticity and quality of every product they list on ADRXP.

•  Vendors must ensure that their product listings accurately reflect what is being sold, including specifications, condition, and any relevant limitations.

•  Where a product is found to be defective, counterfeit, or significantly different from its listing, the vendor is responsible for handling the outcome as determined by ADRXP.

In cases where a refund is issued to a customer due to a product fault that falls within the vendor's responsibility, ADRXP reserves the right to recover the refunded amount or apply a corresponding penalty against the vendor's account balance. Vendors who repeatedly fall short of the required product standards may face suspension or removal from the platform.

8. Policy Updates

ADRXP reserves the right to amend this Policy at any time in response to changes in business operations, customer feedback, or applicable law. Updates will be communicated through the platform, and the revised Policy will display the date on which it takes effect.

Continued use of the ADRXP platform following the publication of any update constitutes acceptance of the revised Policy. Customers or vendors who do not agree with a change are encouraged to contact ADRXP before continuing to use the platform.

9. Contact Information

For any questions, concerns, or requests relating to this Policy, please contact ADRXP through the following channels:

Email:  support@adrxp.com

ADRXP | Adrenaline Xpress

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