Returns & Exchanges
What is your return policy?
We want you to be completely satisfied with your purchase! If something doesn’t work out, here’s how we can help:
- Within 5 days of purchase: You may return any product in new, unopened condition for a prompt and courteous refund. The product must be suitable for resale in original condition. (Some exceptions apply)
- Between days 6 and 10: If your return falls between days 6 and 10, a 30% restocking fee will apply to help cover inspection and repackaging costs.
- After 10 days: Due to strict quality and resale standards, we’re unable to accept returns after 10 days. Items received after that point cannot go back into inventory and must be responsibly discarded by our team.
Ready to start a return?
How do I return something to LX?
Returning something is easy! Just follow the steps below to ensure a smooth and timely return process.
Step 1: Check if Your Item is Eligible
Before initiating a return, confirm that:
- The item is in new, unopened condition and suitable for resale
- The return falls within 5 days of the original purchase date
- The item is not on the non-returnable list (see below)
Step 2: Request a Return Authorization (RMA)
All returns require a Return Merchandise Authorization (RMA) number. You can request one by:
- Clicking the “Get Started” button on our website
- Emailing us at support@lxretail.sa
- Calling us at +966 550081561
Once we receive your request, we’ll review your return and confirm eligibility. If approved, we’ll send your RMA number and return instructions by email.
Step 3: Prepare Your Return Shipment
When preparing your return:
- Use the original product packaging, if available
- Clearly write your RMA number on both the inside and outside of the package
- Ensure items are securely packed to avoid damage during transit
Step 4: Ship the Return
- Return shipping is the customer’s responsibility
- Original shipping charges are non-refundable
- Ship the return to the address provided in your RMA email
Step 5: Receive Your Refund
- Once your return is received and inspected, we’ll issue your refund or credit
- Please allow up to 14 days for processing
- Refunds are based on item condition and compliance with return requirements
Important Return Exceptions
Please see our Returns Exceptions page for details on products with specific return restrictions.
Equipment Warranties
For equipment-related issues or warranty support, please contact us directly. In some cases, the manufacturer may require an inspection before a refund or replacement is issued.
- Equipment found to be in working order after inspection may be subject to a restocking fee of up to 40% or return denial.
Troubleshooting & Damage Claims
For equipment-related issues or warranty support, please contact us directly. In some cases, the manufacturer may require an inspection before a refund or replacement is issued.
- Equipment found to be in working order after inspection may be subject to a restocking fee of up to 40% or return denial.
My equipment isn’t working:
Contact us within 72 hours of delivery. We’ll walk through basic troubleshooting and help coordinate with the manufacturer if further service or replacement is needed.
My equipment isn’t working:
- Inspect your shipment immediately upon delivery
- Note any visible damage on the freight bill
- Retain all packing materials
- Notify us within 72 hours by clicking “Get Started” or calling +966 550081561
- Please include photos of the damage
What if my SPL package is damaged?
- Check all packages upon delivery
- Retain packaging materials until the product is fully inspected
- Notify us within 72 hours using the “Get Started” button or by calling +966 550081561
- Attach photos to help us process your replacement quickly
Missing or Defective Items
Something’s missing from my order?
Let us know within 72 hours of delivery. Just click “Get Started” and complete the form. We’ll notify you once your replacement has shipped.
What if a product is defective or not performing?
Please report any defects within 72 hours of delivery. If necessary, we’ll send a prepaid SPL label for return and review. Refunds or replacements may be issued following evaluation.
LX Co. Outlet Returns
All LX Co. Outlet sales are final due to liquidation pricing, with a few exceptions:
You may return an item if:
- It arrived defective (i.e., it does not function as intended)
- You received the wrong item
If eligible, contact support@lxretail.sa to request a prepaid return label and RMA number.
To complete your return, please include:
- The RMA number
- A copy of your original receipt
- The item’s original packaging
- A brief reason for return
Shipping Information
Do you ship internationally?
Yes. When placing an order for international delivery, please call LX Retail Company at +966 550081561 or email info@lxretail.sa.
Do you ship to P.O. or A.P.O. boxes?
We only ship to physical street address.
What are lead times?
A lead time is the shortest to longest date that a manufacturer will need to make/ship an item to a customer.
What does DS mean on my packing slip? (I did not actually receive this item.)
DS stands for a Drop Ship item. This means that an item will ship directly from the manufacturer.
Why is flat rate shipping available for some equipment, not others?
It’s available for over 1,200 pieces of equipment that can ship via SPL Ground. Equipment and other large items that must ship via truck are not currently eligible for flat rate shipping and are