Customer Assurance

Refund & Return Policy

Clear guidelines on our return process, eligibility, and shipping policies.

14-Day Return Policy

We have a 14-day return policy, meaning you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Important: For "change of mind" returns, the customer is responsible for the return shipping costs.

Damaged or Defective Items

Please inspect your order immediately upon reception. If the item is defective, damaged, or if you receive the wrong item, you must contact us within 48 hours of delivery.

Required Evidence: To process a claim for a damaged item, we require clear photos or a video showing the defect. Once verified, we will offer a free replacement or a refund without requiring you to return the damaged item (depending on the product value).

Note: Slight delays in shipping are not considered a valid reason for a "defective" or "damaged" claim.

Exceptions / Non-returnable Items

Certain types of items cannot be returned due to hygiene and safety reasons:

  • Personal Care Goods: Beauty products, massagers, or any item that comes into direct contact with skin/hair cannot be returned if opened or used.
  • Custom Products: Personalized items or special orders.
  • Hazardous Materials: Flammable liquids or gases.
  • Sale Items: Unfortunately, we cannot accept returns on sale items or gift cards.

Additionally, for electronic items, any defect caused by misuse, water damage, or improper handling is not covered under warranty.

How to Start a Return

To start a return, contact us at info@vextoris.com.

If your return is accepted, we will provide you with the return address. Please do not send your purchase back to the manufacturer unless instructed. Items sent back to us without first requesting a return will not be accepted.

Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@vextoris.com.