Cancellation/Return/Refund Policy

At Vexaloria, we are committed to providing high-quality products and services, which means that all products are unique and produced only once ordered. This also means that returns and exchanges are not supported if you ordered the wrong size, color, or simply changed their mind. 

Please note that we will not be held responsible and will not offer reprints or refunds if the customer ordered the wrong size or color. In case of an unsuccessful delivery, you can opt for either a reprint with an extra charge or a partial refund. 

Cancellation/Return/Refund Policy

At Vexaloria, we take pride in offering uniquely designed products. As our items are made-to-order, we have strict policies in place to ensure smooth processing and high-quality standards. Please review the policy below before placing an order.

1. Cancellation Policy:

  • Cancellations are allowed only within 3 hours of placing the order. After this period, the order is immediately processed for production and cannot be changed, canceled, or refunded.
  • Once production begins, no cancellations or modifications will be accepted under any circumstances, as each item is created specifically for your order.

2. Return Policy:

  • No returns for custom-made products: As all items are produced based on pre-existing designs you choose, returns are not accepted for reasons such as incorrect size, color, or buyer’s remorse. Please review product details carefully before purchasing.
  • Returns are only accepted if the product is found to have a manufacturing defect or has been damaged during shipping. Any claims must be submitted within 48 hours of receiving the product, accompanied by clear photographic evidence.
  • Returned items must be in their original, unused condition with all packaging intact.

3. Refund Policy:

  • No refunds on made-to-order items: Once your order enters production, we cannot issue refunds for reasons related to design preference or incorrect selection by the customer.
  • Refunds are only provided for defective or damaged items, verified after submission of evidence.
  • Partial refunds or reprints may be offered if an error occurs during the production process due to the manufacturer's fault. In such cases, we will evaluate the issue and may offer (Photographic Evidence is Important):
    • A partial refund if the defect is minor but does not significantly affect the usability or appearance of the product.
    • A reprint of the product with additional shipping charges applied.
  • Shipping and handling costs are non-refundable, even for approved refunds. Only the cost of the defective item will be refunded.
  • Refund requests must be submitted within 7 days of receiving the product and will be processed after reviewing the claim.

4. Exchanges:

  • No exchanges are allowed for products, as each item is produced based on the specific design and customization chosen by the customer.
  • Customers are responsible for ensuring they select the correct size, design, and product options before finalizing their order.

5. Shipping and Delivery:

  • Shipping delays or issues related to the courier service are beyond our control. We cannot provide refunds for shipping delays, but we will assist in tracking and resolving any shipment concerns.

6. Non-refundable Situations:

  • Orders placed with incorrect details by the customer (size, design, color) cannot be refunded or modified once in production.
  • Orders returned due to incorrect shipping addresses, refusal to accept delivery, or failure to claim the package are non-refundable. Reshipping fees will apply if redelivery is requested.

How can I report an Issue with my order? 

To facilitate a quicker resolution of your issue, we strongly recommend including photo or video evidence when contacting us. 

Issue Required Evidence 
An issue with the quality of the print A clear photo of the received product laid on a flat surface in which the design and the issue are clearly visible in a single frame.
Wrong product A photo of the product that was received, with the size tag clearly visible as well.
An issue with the product (incorrect size, brand, quality) A clear photo of the received product where the design, issue, and/or size tag are clearly visible in a single frame.
A product sizing issue (manufacturer’s defect)

A clear photo of the received product being measured according to the measurements provided in the catalog’s size chart. Both the print and the measurement should be clearly visible and the garment should be laid on a flat surface.

The tolerance is +/- 1” for most adult garments and +/- 0.5” for baby clothing.

Delivery-related product damage

A photo or video of the received product, where the package, the printed design, and the issue are clearly visible.

Reprinted item has the same issue as the original item

A photo or video of both the original and reprinted item in the same frame where the issue is clearly visible.

 

Complaints Handling Mechanism:

At Vexaloria, we are committed to providing a seamless shopping experience for our customers. However, if you encounter any issues or have concerns about your order, we have a clear complaints handling process in place to ensure prompt resolution.

How to Submit a Complaint:

You can submit your complaint via email at contact@vexaloria.com and contact us on +923278210530. Please include your order number and a detailed description (with Photos) of the issue for faster assistance.

Resolution Timeframe:

  • We aim to acknowledge all complaints within 24 hours of receiving them.
  • After acknowledgment, we will work to resolve your complaint within 5-7 business days, depending on the complexity of the issue.
  • If additional time is needed, we will keep you informed of the progress and provide an updated resolution timeframe.

We encourage customers to reach out as soon as any issue arises, so we can address concerns promptly and prevent misunderstandings.