Returns & Refunds

We want you to be happy with what you ordered. If you are not, here is exactly how returns work.

Return window

You have 7 days from the date of delivery to request a return.

Condition of returned items

To be eligible, the item must be:

  • Unused and in the same condition you received it
  • In its original packaging, with all accessories, manuals and free gifts included
  • Accompanied by your order number

Items we cannot accept back

For hygiene and safety reasons, the following cannot be returned unless they arrive faulty or damaged:

  • Personal care and grooming items that have been opened or used (derma rollers, trimmers, skin and hair care)
  • Cosmetics, creams, oils and any sealed product whose seal has been broken
  • Earphones, earbuds and in-ear devices once unsealed
  • Items marked as final sale or clearance

How to start a return

Email helloshopvexa@gmail.com with your order number and what you would like to return. We will confirm your request and arrange a pickup. Please do not send anything back before we confirm.

Return shipping costs

  • Damaged, faulty or incorrect item: we collect it at our cost and cover everything.
  • Change of mind: a return collection fee of AED 20 is deducted from your refund.

Damaged or incorrect items

Please inspect your order when it arrives. If an item is damaged, faulty or not what you ordered, send us a photo within 48 hours of delivery and we will replace it or refund you in full.

Refunds

Once your return reaches us and passes inspection, your refund is processed within 5 to 7 working days.

  • Card and digital payments: refunded to the original payment method. Your bank may take a few additional days to show it.
  • Cash on Delivery orders: refunded by bank transfer. We will ask for your account details once the return is approved.

Exchanges

The fastest way to exchange something is to return the original item for a refund and place a new order for the one you want.

Cancellations

You can cancel an order free of charge any time before it ships. Once it has been dispatched, it falls under the return policy above.

Warranty

Electronic and appliance items carry a 3-month replacement warranty against manufacturing defects from the date of delivery. This does not cover normal wear, water damage, accidental damage or misuse.

Questions

Email helloshopvexa@gmail.com and a person will reply, usually the same day.