Refund policy
**Last Updated:** June 2026
Welcome to Vexashop.
At Vexashop, we believe that shopping for your beloved pets should always be a pleasant and worry-free experience. We take pride in offering carefully selected pet products designed to bring comfort, happiness, and convenience to both pets and their owners. If for any reason you are not completely satisfied with your purchase, we are here to help.
Please read this Return & Refund Policy carefully before making a purchase through our website.
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## 1. Our Commitment to Customer Satisfaction
Customer satisfaction is extremely important to us. We understand that online shopping may occasionally result in situations where a product does not meet expectations or arrives with an issue.
For this reason, we offer a straightforward return and refund process designed to provide peace of mind while maintaining fairness for all customers.
By placing an order through Vexashop, you agree to the terms outlined in this policy.
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## 2. Return Eligibility
Customers may request a return within **30 calendar days** of receiving their order.
To qualify for a return, the item must meet the following requirements:
* The product must be unused or only minimally used.
* The product must be in its original condition.
* The product must be returned with original packaging whenever possible.
* The item must not show signs of intentional damage, misuse, abuse, or neglect.
* The return request must be submitted within the applicable return window.
We reserve the right to inspect returned merchandise before approving a refund.
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## 3. Free Return Program
To provide a better shopping experience, Vexashop offers a **Free Return Program** on eligible orders.
If your return request is approved, we may provide:
* A prepaid return shipping label;
* Instructions for returning the item;
* Alternative return solutions based on your location.
Return instructions must be followed carefully to ensure successful processing.
Unauthorized returns may experience delays or be rejected.
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## 4. Damaged or Defective Products
We sincerely apologize if your order arrives damaged.
If your item arrives:
* Broken;
* Cracked;
* Defective;
* Incorrect;
* Missing parts;
* Unusable upon delivery;
please contact us within **7 days** of receiving your package.
To help us resolve the issue quickly, please provide:
* Order number;
* Description of the issue;
* Clear photographs of the product;
* Photographs of the packaging;
* Any additional information requested by our support team.
After review, we may offer:
* A replacement product;
* A full refund;
* A partial refund;
* Store credit.
The resolution method will depend on the nature of the issue.
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## 5. Wrong Item Received
If you receive an item different from the product you ordered, please notify us as soon as possible.
Our support team will investigate the issue and arrange an appropriate solution, which may include:
* Replacement shipment;
* Refund;
* Alternative compensation.
Customers must provide photo evidence showing the received product.
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## 6. Lost Packages
Orders are considered lost if:
* Tracking shows no movement for an extended period;
* The package is confirmed lost by the shipping carrier;
* The shipment cannot be delivered due to carrier-related issues.
In such situations, Vexashop may provide:
* A replacement order;
* A refund;
* Store credit.
Each case is reviewed individually.
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## 7. Order Cancellation Policy
Customers may request order cancellation shortly after placing an order.
Cancellation requests are not guaranteed because orders may enter processing quickly.
If the order has not yet entered fulfillment, we will attempt to cancel it and issue a full refund.
Once an order has shipped, it can no longer be canceled and must follow the return process instead.
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## 8. Non-Returnable Items
Certain products may not be eligible for return due to hygiene, safety, or operational reasons.
Examples may include:
* Personalized products;
* Custom-made items;
* Gift cards;
* Final sale products;
* Clearance items;
* Products marked non-returnable at checkout.
These exclusions will be clearly indicated whenever applicable.
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## 9. Refund Approval Process
Once your return is received:
1. The package is inspected.
2. The condition is verified.
3. Eligibility requirements are reviewed.
4. A refund decision is issued.
Customers will receive notification via email regarding the status of their refund.
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## 10. Refund Methods
Approved refunds are typically issued to the original payment method used during checkout.
Refund methods may include:
* Credit card refund;
* Debit card refund;
* PayPal refund;
* Shop Pay refund;
* Other approved payment providers.
Refund timing depends on financial institutions and payment processors.
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## 11. Refund Processing Time
After approval, refunds generally appear within:
* 3–5 business days for some payment methods;
* 5–10 business days for most credit cards;
* Up to 15 business days in certain circumstances.
Actual processing times may vary depending on the customer's bank or payment provider.
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## 12. Partial Refunds
Partial refunds may be issued in situations including:
* Returned items showing signs of use;
* Missing accessories;
* Missing packaging;
* Products returned in a condition different from the original state.
The amount refunded will be determined after inspection.
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## 13. Exchanges
We currently offer exchanges for eligible products when inventory is available.
If an exchange cannot be completed, we may instead provide:
* Refund;
* Replacement;
* Store credit.
Availability cannot be guaranteed.
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## 14. Fraud Prevention
To protect customers and maintain a secure shopping environment, Vexashop reserves the right to:
* Request additional verification;
* Refuse suspicious claims;
* Limit excessive return activity;
* Investigate fraudulent refund requests.
Fraudulent activity may result in account restrictions.
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## 15. International Returns
Vexashop serves customers worldwide.
International return procedures may differ depending on:
* Country;
* Carrier;
* Customs regulations;
* Local shipping restrictions.
Additional instructions will be provided when applicable.
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## 16. Contact Information
For all return and refund inquiries, please contact:
**Vexashop**
Address:
12324 16e Avenue
Montréal, QC
Canada
Email: [support@Vexashop.store](mailto:support@Vexashop.store)
Phone: (800) 387-6508
Our customer support team will make every reasonable effort to assist you promptly and professionally.
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## 17. Policy Updates
Vexashop reserves the right to modify this Return & Refund Policy at any time without prior notice.
Changes become effective immediately upon publication on our website.
Customers are encouraged to review this policy periodically to stay informed about their rights and responsibilities.
Thank you for choosing Vexashop. We appreciate the trust you place in us and look forward to serving both you and your beloved pets for years to come.