Return & Refund Policy

VEXARQEL™ · SHOP WITH CONFIDENCE

Return & Refund Policy

Understand how to request a return, report an order issue, and learn about refund processing.

At Vexarqel™, we want you to feel confident when shopping for decompression toys and fidget toys. If an item does not meet your expectations or your order arrives with a problem, please contact us. This policy explains our general return and refund procedures. Your rights under applicable consumer protection laws remain unaffected.

1. Contact Us Before Returning an Item

Please contact our customer support team before sending any item back. We will review your request, explain the applicable return process, and provide any necessary instructions.

Email: service@vexarqel.com

To help us assist you, please include your order number, the email address used at checkout, the item involved, and a brief explanation of the reason for your request. Photos may be helpful if the item is damaged, defective, or different from what you ordered.

Please do not mail a return to an address found on a parcel or packaging without first confirming the correct return instructions with our team. Unauthorized or incorrectly addressed returns may be delayed.

2. Return Request Window

Return requests should be submitted within the return period stated on the applicable product listing, checkout information, order confirmation, or other published store terms. If no specific period is stated, contact us promptly after delivery so we can review your circumstances and explain the available options.

For defective, damaged, incorrect, or misdescribed products, please notify us as soon as reasonably possible after discovering the issue. We will assess the request in accordance with applicable law and the circumstances of the order.

Nothing in this policy is intended to remove a cancellation, return, refund, repair, replacement, or other right that cannot legally be excluded or restricted.

3. General Return Conditions

Where a return is permitted, we may ask that the product meet the applicable conditions below, subject to your statutory rights:

01Product Condition

For change-of-mind returns, items should generally be unused, clean, and in their original condition, with included accessories and packaging where reasonably available.

02Order Verification

We may request the order number, proof of purchase, or other reasonable information needed to identify the transaction and verify the request.

03Return Authorization

Please follow the return instructions provided by customer service so the package can be identified and handled correctly.

04Safe Packaging

Pack the item securely to reduce the risk of damage during return shipping. Keep your shipping receipt and tracking information when available.

We will review the item and the reason for return before determining the appropriate outcome. Any condition requirement will be applied consistently with applicable consumer protection law.

4. Items That May Have Return Restrictions

Some products may be subject to restrictions for hygiene, safety, product condition, customization, or other legitimate reasons. Any applicable restriction should be disclosed on the relevant product page or at the time of purchase where required by law.

For example, products that have been materially used, intentionally damaged, modified, or returned with missing components may require additional review. Certain personalized, sealed, or hygiene-sensitive products may be subject to specific rules where legally permitted.

We will not apply a return restriction where doing so would unlawfully limit your rights concerning a defective, unsafe, misdescribed, or otherwise legally returnable product.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from the item you purchased, please contact us before discarding the packaging or sending the product back.

Where possible, provide:

Your order number and contact email.
The name or description of the affected product.
A brief explanation of the problem.
Clear photographs showing the item and any visible damage, defect, or incorrect product.
Photographs of the packaging and shipping label when relevant.

After reviewing your report, we will explain the available next steps. Depending on the circumstances, applicable law, and product availability, a resolution may include a replacement, repair, refund, or another appropriate remedy.

6. Change-of-Mind Returns

If you simply change your mind about a purchase, contact us within the applicable return window to ask whether the item qualifies for a return.

Eligibility may depend on the product type, its condition, the return terms disclosed at purchase, and the laws applicable to your transaction. For eligible change-of-mind returns, the customer may be responsible for return shipping costs unless the published terms, a promotion, or applicable law provides otherwise.

We recommend using a shipping service with tracking and retaining proof of shipment. We cannot guarantee the safe arrival of a return that is shipped without appropriate packaging or tracking.

7. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return and the terms applicable to the order.

Change of Mind

For an eligible change-of-mind return, the customer may be responsible for return postage and related shipping expenses, where permitted by law and disclosed return terms.

Our Error or Product Issue

If an item is confirmed to be incorrect, damaged, defective, or otherwise subject to a remedy for which we are responsible, we will explain the applicable return or shipping arrangement in accordance with law.

Please wait for our instructions before paying for an unusual or expedited return service. Any shipping reimbursement will be assessed according to the applicable policy and circumstances.

8. Refund Eligibility and Processing

Once a refund is approved, it will generally be issued to the original payment method where feasible and appropriate. If the original payment method is unavailable or a different method is legally or operationally required, we will discuss the available options with you.

Where a return is required, we may need to receive and inspect the item before approving a refund, except where applicable law requires otherwise. For a confirmed order or product issue that does not require a return, we will explain the resolution process.

Refunds are subject to the payment provider's processing procedures. After we initiate an approved refund, the time it takes to appear in your account may depend on your bank, card issuer, payment service, and payment method.

A refund confirmation does not necessarily mean the funds will appear in your account immediately. If a refund has been processed but is not visible after the timeframe advised by your payment provider, please contact the provider or your bank.

9. Shipping Fees, Taxes, and Partial Refunds

For a change-of-mind return, original shipping fees and other charges may not be refundable unless the applicable terms or law require otherwise. If a product is defective, incorrect, or otherwise qualifies for a legal remedy, the treatment of shipping fees and related charges will be determined in accordance with applicable law.

Where only part of an order is returned, any refund will normally be calculated based on the eligible returned item or items and the applicable order terms. Promotions, bundle discounts, and free-shipping thresholds may affect the calculation where disclosed and legally permitted.

Taxes and duties are handled according to the applicable transaction, payment process, and legal requirements. We cannot guarantee reimbursement of charges imposed independently by customs authorities or third parties.

10. Exchanges and Replacements

If you would prefer a different product or a replacement for a damaged or defective item, contact us with your order details and the reason for the request.

Exchanges depend on inventory, product availability, shipping options, and the circumstances of the request. If a direct exchange is not available, we may explain alternative options, such as returning an eligible item and placing a new order.

We will not require you to accept a replacement where applicable law gives you a right to another remedy.

11. Order Cancellations

If you want to cancel an order, contact us as soon as possible. We will check whether the order can still be stopped before processing or dispatch.

Once an order has been processed or handed to a carrier, cancellation may no longer be possible through our store. In that case, please contact us for guidance on any return options that may apply.

Any cancellation rights required by applicable law will remain available regardless of this operational process.

12. Refunds Not Yet Received

If you believe an approved refund has not arrived, we recommend the following steps:

Check your payment account and recent transactions.
Review any refund confirmation or transaction reference we provided.
Ask your bank, card issuer, or payment provider whether the refund is pending.
If the funds still cannot be located, email us with your order number so we can review the status.

We will check the available transaction information and provide any relevant refund status details we can access.

13. Fraud Prevention and Fair Use

We may review return or refund requests to verify transactions and identify possible errors or misuse. We may request reasonable documentation where needed to assess a claim.

Any review will be handled in accordance with applicable law. This section does not authorize us to deny a valid claim or restrict a mandatory consumer right.