INTRODUCTION

At Vexxels, customer satisfaction is our top priority. We strive to ensure that every item meets the highest standards of quality and design. However, we understand there may be circumstances where returns, exchanges, or refunds are required. This policy outlines the conditions under which these services are provided.

 DEFECTIVE ITEMS

A defective item is one that:

Has a manufacturing fault such as loose seams, broken zippers, missing buttons, or significant fabric damage.

Deviates significantly from the specifications or description provided at the time of purchase.

POLICY FOR DEFECTIVE ITEMS:

If an item is deemed defective, Vexxels will recall the item and offer a full refund, excluding shipping and duty charges.

Refunds for defective items will be processed once the item is received, inspected, and confirmed as defective.

Items deemed not defective (e.g., resulting from customer misuse or wear and tear) will not qualify for a refund.

RETURNS AND EXCHANGES

Eligibility for Returns or Exchanges:

Ghanaian customers: You have 7 business days from the date of delivery to request a return or exchange.

International customers: You have 12 business days from the date of delivery to request a return or exchange.

Conditions:

Items must be returned unworn, unwashed, with all labels and packaging intact.

Items that are damaged, soiled, or missing original packaging will not be accepted and may be returned to the customer at their expense.

Sale items marked as “Final Sale” are not eligible for returns, exchanges, or refunds.

Initiating a Return or Exchange:

To request a return or exchange, email info@vexxels.com with your order number, a brief description of the issue, and any supporting photos if applicable.

Our customer service team will review your request and provide instructions for returning the item.

Non-Refundable Costs:

Shipping charges, import duties, and the cost of returning the item to Vexxels are non-refundable.

For international returns received after the 12-day window, the return may qualify only for store credit.

Store Credit:

If your return is eligible for store credit, it will be issued for the value of returned items minus shipping costs, if applicable.

Store credit can be used for future purchases but is not redeemable for cash.

INTERNATIONAL SHIPPING

For international orders:

If you submit incorrect measurements when placing your order, you will be responsible for any necessary alterations. Unfortunately, Vexxels will not cover alteration costs in such cases.

We offer free alterations for international customers; however, customers will bear the shipping cost to return the item to Vexxels and the cost to reship it after alterations are made.

Ensure accuracy when providing measurements to avoid additional alteration fees.

Free Alterations for Ghanaian Customers

We are pleased to offer free alterations for Ghanaian customers who request changes within 3 days of receiving their order.

Items must be returned in original condition to qualify for this service.

Alteration requests made after the 3-day window will be subject to additional charges.

EXCHANGES

Eligibility for Exchanges:

Items can be exchanged for products of equal value. If the exchanged item is of lesser value, a store credit will be issued for the difference. If the exchanged item is of higher value, you will be charged for the difference before the new item is shipped.

Customers are responsible for the shipping costs associated with exchanges.

Customs duties and taxes on returns or exchanges for international orders are non-refundable.

How to Handle Lost or Damaged Shipments

In the unlikely event that your order is lost or damaged during shipping:

Please contact us immediately at info@vexxels.com within 5 business days from receiving the shipment or notification of shipment failure.

We will work with the shipping provider to resolve the issue as quickly as possible.

Final Sale Items

Items marked as Final Sale are non-returnable, non-exchangeable, and non-refundable. Final Sale items are clearly indicated at the time of purchase.

Our Commitment to Quality and Customer Satisfaction

Quality Guarantee: We stand behind the quality of every item we sell. If you receive an item that does not meet your expectations or is damaged, we will work with you to resolve the issue in a timely and satisfactory manner.

Customer Support: Our team is available to assist with any questions or concerns. Please reach out to info@vexxels.com for any inquiries regarding your order.

If you have any questions regarding our policy or need assistance with a return, refund, or exchange, please contact us at info@vexxels.com.

We value your support and look forward to serving you better!