This Refund Policy explains when and how you can return products purchased from vexatime.com and how refunds are processed. VEXA TIME is operated by IOIHUB LTD (Company No. 16870349, registered in England, United Kingdom).
1. Return Window
You may return eligible items within 14 days of delivery for a refund.
The 14-day window starts the day you (or someone you nominate) physically receives the package, not the day you place the order.
2. Eligibility
To be eligible for a return, the item must be:
- Unworn and unused
- In its original condition
- In the original packaging (gift box, manuals, accessories)
- Free from scratches, damage, or signs of wear
We reserve the right to refuse returns that do not meet these conditions or to issue a partial refund reflecting the diminished value.
3. Non-Returnable Items
The following items cannot be returned:
- Items returned more than 14 days after delivery
- Items showing signs of wear (scratches on the case, damaged crystal, stretched bracelet)
- Items missing the original packaging or accessories
- Personalized or custom-engraved items (we do not currently offer this, but it applies if we do)
- Items purchased during final sales or marked as non-returnable at checkout
4. How to Start a Return
- Email support@vexatime.com within 14 days of delivery with:
- Your order number (e.g., #ABC12345)
- The reason for the return
- Photos of the item if applicable
- We will reply within 2 business days with return instructions and a return address.
- Do not ship items back without contacting us first. Items returned without prior authorization may not be processed.
- Pack the item carefully in its original packaging. We recommend using a tracked shipping service.
5. Return Shipping Costs
- You pay return shipping for change-of-mind returns.
- We pay return shipping if the item is defective, damaged on arrival, or we shipped you the wrong product. In these cases, we will email you a prepaid label or reimburse documented shipping costs.
We are not responsible for items lost or damaged in return transit. A tracked, insured service is strongly recommended.
6. Defective or Wrong Items
If your watch arrives defective, damaged, or different from what you ordered:
- Email support@vexatime.com within 7 days of delivery with photos.
- We will arrange a replacement, repair, or full refund (including return shipping costs) at our discretion.
This does not affect your statutory rights under UK Consumer Rights Act 2015 or any equivalent law in your country.
7. Refund Processing
Once we receive and inspect your return:
- We will email you to confirm receipt and the outcome of the inspection.
- If approved, we issue a refund to your original payment method within 5-10 business days.
- Depending on your bank or card issuer, the refund may take an additional 3-5 business days to appear on your statement.
8. Refund Amount
| Situation | Refund Amount |
|---|---|
| Eligible return, item in original condition | Full product price |
| Eligible return, minor signs of wear | Partial refund (we'll explain the deduction) |
| Defective or wrong item | Full product price + original shipping + return shipping |
| Original shipping (change-of-mind returns) | Not refunded |
9. Cancellations
You may cancel an order before it ships by emailing support@vexatime.com. Once an order has shipped, it must be returned through the normal return process.
UK and EU consumers have an additional statutory right to cancel within 14 days of delivery under the Consumer Contracts Regulations 2013 / EU Consumer Rights Directive — this Refund Policy meets or exceeds those requirements.
10. Late or Missing Refunds
If you have not received your refund within 15 business days of our confirmation:
- Check your bank account again
- Contact your card issuer — refunds can take time to officially post
- If still missing, email support@vexatime.com with your order number and we will investigate
11. Exchanges
We currently offer refunds only — no direct exchanges. If you want a different watch or variant, please return the original item and place a new order.
12. Customs, Duties, and Taxes
If your country charged customs or import duties on the original delivery, those fees are usually not refundable by the carrier or customs authority when the item is returned. We refund the product price and applicable shipping only — duties and import taxes paid to your country's customs are between you and that authority.
13. Damaged in Shipping
If your package arrives visibly damaged:
- Take photos of the package and the damaged item before opening fully (if possible).
- Email support@vexatime.com within 48 hours of delivery with photos.
- We will work with the carrier to file a claim and arrange a replacement or refund.
14. Lost Packages
If tracking shows the package was delivered but you did not receive it:
- Wait 48 hours (sometimes packages are scanned early)
- Check with neighbors and your local carrier
- If still missing, email support@vexatime.com — we will file a claim with the carrier and, if confirmed lost, send a replacement or refund.
15. Contact
For all refund and return questions:
Email: support@vexatime.com Subject line: Return — Order #[your order number]
We aim to reply within 2 business days.
IOIHUB LTD Company No. 16870349 Registered in England, United Kingdom Trading as VEXA TIME