Refund policy

At Vexor, customer satisfaction is important to us. If something isn't right with your order, we're here to help.

Please read our Return & Refund Policy below.

1. Order Cancellations

Orders may be cancelled only before they have been processed or shipped.

Once an order has been dispatched, it cannot be cancelled. If your order qualifies under this policy, you may request a return after delivery.

 

2. Damaged or Defective Items

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

To process your claim, please email us with:

• Your order number
• Clear photos or videos showing the issue
• A brief description of the problem

If your claim is approved, we may provide:

• A replacement item
• A partial refund
• A full refund

depending on the nature of the issue.

 

3. Incorrect or Missing Items

If you receive:

• The wrong product
• The wrong size or colour
• Missing accessories
• Missing items

please contact us within 7 days of delivery.

Please include:

• Your order number
• Photos of the item(s) received
• A description of the issue

Once verified, we will arrange an appropriate solution, which may include:

• Sending the correct item
• Sending the missing accessories
• A partial refund
• A full refund

 

4. Delivery Issues

If your tracking shows your parcel has not been delivered within the expected delivery timeframe, please contact us.

If the tracking confirms successful delivery but you did not receive your parcel, we may request additional information while we investigate the matter with the courier.

Please note that courier investigations may take several weeks.

 

5. Returns

You may request a return within 7 days of receiving your order.

To be eligible for a return, the item must:

• Be unused
• Be in its original packaging
• Include all original accessories
• Be in resellable condition

Return shipping costs are the customer's responsibility unless the return is due to:

• A defective item
• A damaged item
• An incorrect item sent by Vexor

All returns must be approved before they are shipped back.

Please do not return any item without contacting us first.

 

6. Non-Returnable Items

The following items cannot be returned unless they arrive damaged or defective:

• Personal care products
• Hygiene products
• Beauty products that have been opened or used
• Customized or personalised products
• Gift cards

 

7. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method.

Please note:

• Original shipping fees are non-refundable unless the error was ours.
• Refund processing times depend on your payment provider.

 

8. Exchanges

We replace items only if they are:

• Defective
• Damaged
• Incorrectly shipped

If you need a different size or colour, please contact our support team and we will advise on the available options.

 

9. How to Request a Return

Please contact our support team by emailing:

support@vexoronline.co.za

Include the following:

• Order number
• Full name
• Description of the issue
• Photos or videos (if applicable)

Our team will review your request and provide the next steps.

 

10. Situations Not Covered

Refunds or replacements cannot be provided if:

• An incorrect shipping address was provided by the customer.
• The parcel was refused by the customer.
• The parcel was not collected from the courier or pickup point.
• The product shows signs of misuse, accidental damage, or normal wear and tear.
• The return request is made outside the stated return period.

 

11. Shipping Delays

While we work with trusted courier partners, delivery times are estimates and cannot be guaranteed.

Vexor is not responsible for delays caused by:

• Customs inspections
• Severe weather
• Natural disasters
• Strikes
• Public holidays
• Courier disruptions
• Other circumstances beyond our reasonable control.