Refund Policy

1. Your Right to Cancel

Tell us by email at vexora-solutions@outlook.com. We refund within 14 days of receiving the goods back, including the standard delivery charge you originally paid.

2. Our 30-Day Returns Window

Separately from your legal rights, we accept unused returns for 30 days from delivery, in resaleable condition with their packaging. You pay return postage for a change of mind; we pay it where the goods are faulty, damaged or not as described.

3. Pet Items in Use

Bedding, blankets, mats, collars, leads and harnesses can be returned within 30 days provided they are unused and in resaleable condition. Once an item has been worn or slept on by an animal it cannot be resold, so we can only refund used pet items where there is a problem with the product itself — tell us and we will refund or replace it.

4. Faulty or Misdescribed Goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• within 30 days of delivery you may reject them for a full refund;
• after 30 days you are entitled to a repair or replacement, and to a refund if that fails;
• we cover return postage in every case.

5. Product Information and Variation

Photographs are representative rather than exact. Where a product uses a natural material, variation in grain, tone or marking between individual pieces is a property of the material and is not treated as a fault — though we will always discuss it with you rather than refuse a return out of hand.

6. Refund Processing

Refunds are made to the original payment method. Banks typically take 3–5 working days to show the credit.

7. Governing Law

This policy is governed by the laws of the Hong Kong Special Administrative Region and forms part of our Terms & Conditions. Nothing in it removes any right you have under the mandatory consumer laws of the country you live in.