Return Policy

Last updated: July 2026

We want you to be completely satisfied with your home appliance purchase. If something isn't right, this policy explains how returns, exchanges, and refunds work at VEXO.

1. Change-of-Mind Returns (30 Days)

For most small and medium home appliances, you may return an item within 30 days of delivery if:

• The product is unused and in its original packaging with all accessories, manuals, and free gifts included.
• The product shows no signs of wear, installation, or damage caused by the customer.
• You can provide proof of purchase (order number or receipt).

Restocking fee: A 15% restocking fee may apply to opened-but-unused items to cover inspection and repackaging costs. This does not apply to faulty products.

2. Items Not Eligible for Change-of-Mind Returns

• Large appliances that have been delivered, unboxed, installed, or plumbed in (e.g. refrigerators, washing machines).
• Personal care items with hygiene seals broken (e.g. electric toothbrushes, trimmers) unless faulty.
• Clearance or final-sale items marked "non-returnable" on the product page.
• Products damaged due to misuse, incorrect installation, or failure to follow the user manual.

3. Faulty, Damaged, or Dead-on-Arrival (DOA) Products

If your appliance arrives damaged, defective, or stops working within the warranty period due to a manufacturing fault:

1. Contact support@vexo.com within 48 hours for transit damage, or within the warranty period for faults.
2. Provide your order number, a description of the issue, and photos or video where possible.
3. Our team will troubleshoot remotely where feasible, or arrange a repair, replacement, or refund.

We cover return shipping costs for confirmed faulty or DOA items.

4. Manufacturer Warranty

Most home appliances sold on VEXO include a 12-month manufacturer warranty (or longer where stated on the product page). Warranty claims for defects appearing after the change-of-mind period should be directed to us first; we will coordinate with the manufacturer or authorised service centre on your behalf.

Warranty does not cover:

• Normal wear and tear, cosmetic damage, or consumable parts (filters, blades, etc.).
• Damage from power surges, incorrect voltage, or unauthorised repairs.
• Commercial or industrial use unless the product is rated for it.

5. How to Start a Return

1. Email support@vexo.com with subject line "Return Request — [Order Number]".
2. Include the product name, reason for return, and whether you prefer a refund or exchange.
3. Wait for our Return Authorisation (RA) number and return instructions. Do not send items back without approval.
4. Pack the product securely in its original box with all accessories. You are responsible for return shipping for change-of-mind returns unless we state otherwise.

6. Refunds

• Refunds are processed to your original payment method within 5–10 business days after we receive and inspect the returned item.
• Original shipping fees are non-refundable for change-of-mind returns unless the return is due to our error.
• Coupons and promotional discounts are applied proportionally to refunded items.

7. Exchanges

If you would like a different model, colour, or size, contact us within 30 days. Exchanges are subject to stock availability. Price differences will be charged or refunded accordingly.

Need help? Visit our Service Center.

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