Refund policy

If your recent purchase does not completely meet your operational or aesthetic requirements, the following guidelines detail exactly how we process sending goods back and reimbursing your money.

Section 1: Business and Contact Details
Our business is registered at 17 Oakleafe Gardens, Ilford, IG6 1LQ, United Kingdom. Shoppers needing assistance can reach out by emailing info@vexfa.com or by calling +447480820420. Our customer support team is available to answer your questions from Monday through Friday between 9:00 AM and 5:00 PM (GMT), as well as on Saturdays and Sundays from 11:00 AM until 3:00 PM (GMT). We consistently aim to reply to all queries within 24 hours.

Section 2: Dispatch Centres and Mailing Returns
While our registered business address is situated at 17 Oakleafe Gardens, Ilford, IG6 1LQ, United Kingdom, we collaborate with a network of international shipping associates and storage facilities to deliver merchandise to our buyers in the UK and Australia. Orders typically undergo a processing phase of one to two business days, followed by an estimated transit journey of six to twelve business days. Consequently, the warehouse that initially ships your package might be located in a different country than our registered UK address. When a return is validated, our team will provide you with the specific, often overseas, facility address required for receiving the returned goods. We kindly ask that you never dispatch unwanted items to our registered London address unless our customer care staff explicitly instructs you to do so.

Section 3: Thirty-Day Return Timeframe
Shoppers possess exactly thirty days starting from the delivery date to ask for a refund. To satisfy our return criteria, the merchandise must be entirely unblemished, completely unused, securely packed in its original packaging box, and paired with a verifiable order confirmation or receipt. Any applications for refunds submitted after this thirty-day timeframe expires will typically be denied.

Section 4: Steps to Return an Item
To begin the refund procedure, simply send a message to info@vexfa.com that includes your unique purchase reference number and a clear explanation of why you are dissatisfied. Our client care specialists will carefully examine your inquiry and respond within one to two working days. Once we validate your request, we will supply you with an official authorisation code and precise mailing directions. You are then required to hand the package over to a courier within seven days of receiving our approval. Please be aware that any merchandise sent back without securing prior clearance from our staff risks being rejected at our facilities.

Section 5: Allocation of Return Shipping Fees
Should you open your parcel to find a defective product, an incorrect item, or goods destroyed during transit, please notify our team within forty-eight hours of arrival and include clear photographic evidence. Upon verifying the damage or error, we will absorb all associated costs to either provide a direct replacement or issue a total reimbursement. On the other hand, if you are returning an item simply because of a change in preference or a mistaken selection on your part, you must bear the financial burden of all return postage fees. For these elective returns, we also mandate that you utilise a verifiable courier service that includes parcel tracking.

Section 6: Financial Reimbursement Timeline
We will dispatch an electronic notification as soon as your returned package arrives at our designated warehouse and clears our quality inspection. Assuming the merchandise satisfies our return conditions, we will initiate a credit back to your initial method of payment within seven business days following the physical inspection. Please note that the exact moment the funds appear on your statement depends heavily on the processing speeds of your specific banking institution or credit card provider.

Section 7: Exchanging Products
If you prefer to exchange a product for a different variation, please coordinate directly with our customer assistance desk. The most straightforward approach is to secure an approved return for your initial purchase and then execute a completely new transaction for the desired item. All exchange requests are governed by the exact same strict condition requirements and timelines as our standard refund procedure.

Section 8: Cancelling Your Order
Buyers maintain the privilege to cancel their order and receive a complete refund right up until the exact moment the goods are dispatched from our warehouse. If the tracking information indicates that your package is already in transit, you must accept the delivery and subsequently follow our standard thirty-day return instructions. To initiate an order cancellation, quickly send a message to info@vexfa.com.

Section 9: Non-Refundable Merchandise
Certain categories of goods are strictly prohibited from our standard return program. We refuse to accept back any products that have been individually engraved, bespoke, or heavily personalised for a specific buyer. Furthermore, health, beauty, and intimate care products cannot be returned for sanitary reasons unless their original hygienic seals remain entirely intact and undisturbed.

Section 10: Legal Consumer Protections
No clause documented within these guidelines will ever restrict or invalidate the inherent rights granted to you by your regional consumer protection laws. Shoppers living within the United Kingdom enjoy full legal safeguards under the Consumer Rights Act 2015. Likewise, buyers residing in Australia are comprehensively shielded by the mandates of the Australian Consumer Law. These governmental frameworks grant you additional, non-negotiable remedies concerning faulty products or deceptive product descriptions.