Refund policy
Introduction
At Vexxels, customer satisfaction is our top priority, and we strive to ensure that every item meets the highest standards of quality and design. We understand there may be circumstances where returns, exchanges, or refunds are required. This policy outlines the conditions under which these services are provided.
Defective Items
A defective item is one that has a manufacturing fault — such as loose seams, a broken zipper, missing buttons, or significant fabric damage — or deviates significantly from the specifications or description provided at the time of purchase. This includes items that differ materially from their AI-assisted product imagery in a way that goes beyond reasonable, minor variation (see Product Imagery & Representations in our Terms and Conditions).
If an item is deemed defective, Vexxels will recall it and offer a full refund, excluding shipping and duty charges. Refunds are processed once the item is received, inspected, and confirmed as defective. Items deemed not defective — for example, resulting from customer misuse or ordinary wear and tear — will not qualify for a refund.
Returns and Exchanges
Eligibility: Ghanaian customers have 7 business days from the date of delivery to request a return or exchange; international customers have 12 business days.
Ready-to-Wear (RTW) Returns and Exchanges
As we transition to include Ready-to-Wear pieces:
All other conditions in this policy (unworn, unwashed, original packaging) apply equally to RTW items.
Conditions: items must be returned unworn, unwashed, and with all labels and packaging intact. Items that are damaged, soiled, or missing original packaging will not be accepted and may be returned to you at your expense.
Initiating a return or exchange: email vexxelsgh@gmail.com with your order number, a brief description of the issue, and supporting photos if applicable. Our team will review your request and provide instructions for returning the item.
Non-refundable costs: shipping charges, import duties, and the cost of returning an item to Vexxels are non-refundable. International returns received after the 12-day window may qualify only for store credit.
Store credit: if eligible, store credit is issued for the value of returned items, minus shipping costs where applicable. Store credit can be used for future purchases and is not redeemable for cash.
Alterations
International customers: if incorrect measurements are submitted at checkout, you are responsible for any resulting alteration costs. We offer free alterations for international customers, though you will bear the shipping cost to return the item to Vexxels and the cost to reship it afterward. Please ensure accuracy when providing measurements.
Ghanaian customers: free alterations are available for requests made within 3 days of receiving your order, provided the item is returned in its original condition. Requests made after this window are subject to additional charges.
Exchanges
Items can be exchanged for products of equal value. If the exchanged item is of lesser value, store credit is issued for the difference; if of higher value, you will be charged the difference before the new item ships. You are responsible for the shipping costs associated with exchanges. Customs duties and taxes on returns or exchanges for international orders are non-refundable.
Lost or Damaged Shipments
If your order is lost or damaged in transit, contact us at vexxelsgh@gmail.com within 5 business days of receiving the shipment or of notification of a shipment failure. We will work with the shipping provider to resolve the issue as quickly as possible.
Final Sale Items
Items marked Final Sale are non-returnable, non-exchangeable, and non-refundable, and cannot be customized by colour change. However, a Final Sale item may be adjusted one size up or down from its original listed size, at an additional cost, subject to fabric availability and confirmation from our team. This size adjustment does not entitle the customer to a refund, exchange, or further alteration once completed.
Our Commitment
We stand behind the quality of every item we sell. If you receive an item that does not meet your expectations, or that arrives damaged, we will work with you to resolve the issue in a timely and satisfactory manner. Reach out to vexxelsgh@gmail.com with any questions or concerns.