VUXE
Return & Refund
Returns & Refund Policy
At VUXE, we want you to be satisfied with your purchase. This Returns & Refund Policy explains your rights and how to request a return, exchange or refund.
Returns
For eligible online purchases, you have the right to notify us that you wish to cancel your order within 14 days of receiving the goods.
Once you have notified us of your decision to cancel, you must return the goods within a further 14 days.
To start a return, please contact us at:
Please include your order number and the reason for your return so that we can provide you with the correct return instructions and return address.
Please do not return products to the manufacturer, supplier or our registered company address unless we specifically instruct you to do so.
Condition of Returned Items
You are entitled to inspect and handle the product in the same way you reasonably would in a physical shop.
Returned items should be:
- complete;
- returned with all accessories, manuals and components supplied;
- securely packaged to prevent damage during transit;
- returned with the original packaging where reasonably possible.
If the product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and this results in a reduction in its value, we may make an appropriate deduction from the refund where permitted by law.
Items That Cannot Be Returned Due to Change of Mind
Certain products may be excluded from the standard cancellation right where permitted by law, including:
- personalised or custom-made products;
- products that deteriorate or expire rapidly;
- newspapers, periodicals or magazines, subject to applicable exceptions;
- sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
- other products specifically exempt from cancellation rights under applicable law.
This does not affect your rights where an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.
Refunds
Once we receive your returned item, we will inspect it and notify you regarding your refund.
Where you have exercised your statutory cancellation right, we will process the refund in accordance with applicable UK consumer law.
Refunds will normally be issued to the original payment method.
Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.
Where applicable, the original standard delivery charge will also be refunded. If you selected a more expensive delivery method, we are only required to refund the equivalent cost of our standard delivery option.
Faulty, Damaged or Incorrect Items
If your product arrives:
- damaged;
- faulty;
- not as described;
- incomplete; or
- not fit for its intended purpose,
please contact us at contact@vuxe.co.uk as soon as possible.
Please include:
- your order number;
- a description of the issue;
- photographs or videos where appropriate.
We will review the issue and provide an appropriate solution in accordance with your statutory rights.
Depending on the circumstances, this may include a:
- repair;
- replacement;
- partial refund; or
- full refund.
Your statutory rights regarding faulty or non-conforming goods cannot be excluded by this policy.
Exchanges
If you wish to exchange an eligible item, please contact us at:
Where the item is faulty or damaged, we will advise you regarding the replacement and return procedure.
For change-of-mind exchanges, availability cannot be guaranteed.
Return Shipping Costs
For change-of-mind returns, the customer is responsible for the cost of returning the product, unless otherwise agreed by us.
For products confirmed to be faulty, damaged, incorrect or not as described, we will cover reasonable return shipping costs or provide an appropriate return method.
We recommend using a tracked shipping service when returning higher-value products.
Until the returned parcel reaches us, you remain responsible for ensuring that it is packaged appropriately and returned safely.
Late or Missing Refunds
If we have confirmed that your refund has been processed but you have not yet received it:
- Check your bank or payment account again.
- Contact your card issuer or payment provider, as processing times may vary.
- Contact your bank if necessary.
If you have completed these steps and the refund is still missing, please contact us at:
Sale and Promotional Items
Products purchased during a sale or promotion are subject to the same statutory consumer rights as products purchased at their regular price.
Any promotional discount applied to the original purchase will be reflected in the amount refunded.
Gifts
Where a product was purchased as a gift, any refund will normally be issued to the original payment method used to place the order.
Please contact us if you require assistance with an item received as a gift.
Contact Us
To request a return, refund or exchange, please contact:
STESHOP LTD
Website: vuxe.co.uk
Email: contact@vuxe.co.uk
Company Number: 12860976