Refund policy
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, and 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, such as derma rollers, trimmers, and skin or 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 are refunded to the original payment method, and your bank may take a few additional days to show it. Cash on Delivery orders are refunded by bank transfer, and 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.
