Refund Policy

Last Updated: August 7, 2026

At Vexo, we want every order to be a positive experience. If something is not right with your purchase, this policy explains when a refund may be available and how to request one.

1. Order Cancellations

If you change your mind after placing an order, please contact us as soon as possible.

Cancellation requests must generally be submitted within 12 hours of purchase. Once an order has entered processing or has been shipped, cancellation may no longer be possible.

If a cancellation is approved, the payment will be refunded to the original payment method.

2. When a Refund May Be Requested

A refund may be considered when:

You received a damaged product;
You received a defective product;
The item received is materially different from what was ordered;
The wrong product was sent;
An approved return has been received and meets the applicable return requirements.

Requests are reviewed individually in accordance with this policy and applicable consumer protection laws.

3. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us investigate the issue, please provide:

Your order number;
A brief description of the problem;
Clear photographs of the product;
Photographs of the packaging, when relevant.

Depending on the circumstances, Vexo may offer a replacement, exchange, or refund.

4. Returns and Refunds

Eligible returns must comply with the requirements described in our Return and Exchange Policy.

Once an approved return reaches us, the item may be inspected before a refund is authorized.

If the return is approved, the refund will normally be sent to the original payment method within 5–10 business days after approval.

Your bank, card issuer, or payment provider may require additional time to display the refunded amount.

5. Refund Amounts

When a refund is approved, the amount refunded will generally correspond to the eligible amount paid for the returned product.

Original shipping charges may be non-refundable unless the refund is related to an error on our part, a defective product, an incorrect item, or where otherwise required by applicable law.

6. Items That May Not Qualify

A refund may be declined when an item:

Has been used or damaged through improper handling;
Shows signs of avoidable wear or misuse;
Is returned outside the applicable return period;
Is missing essential components or packaging where these are required for the return;
Is otherwise excluded under applicable return requirements.

Nothing in this policy is intended to limit any mandatory rights you may have under applicable consumer protection laws.

7. Refunds for Unavailable Products

If Vexo is unable to fulfill an accepted order because the purchased product becomes unavailable, we may cancel the affected order and issue a refund for the amount paid.

8. Duplicate or Unauthorized Charges

If you believe you have been charged more than once for the same order, or you notice a transaction that you do not recognize, please contact us promptly so we can investigate the payment.

9. Chargebacks

If you experience a problem with your order, we encourage you to contact Vexo before initiating a payment dispute or chargeback. Our support team will make reasonable efforts to investigate the issue and provide an appropriate resolution.