Exchanges & returns
Returns & Refunds – Vixenova
Returns
If you're not satisfied with your order, you have the right to return it within 14 days of receipt.
If you wish to return a product, please include the completed return form and the invoice with your return shipment. If we do not receive a completed return form, we unfortunately cannot process your return request.
To be eligible for a refund or exchange, the product must:
- To be in original condition;
- To be provided with all original labels and tags;
- Contains no traces of use.
Please note : We reserve the right to refuse returns if we suspect the item has been used, damaged through no fault of our own, or does not meet the above conditions.
Return costs
Return shipping costs are the responsibility of the customer. Vixenova does not cover return shipping costs. Returns should be shipped directly to our central warehouse in China. This decision was made deliberately to reduce our environmental footprint by minimizing the number of transport movements in the returns process.
Exclusion of returns – Hygiene products
For hygiene reasons, certain items cannot be returned or exchanged. This includes, but is not limited to:
- Underwear
- Lingerie
- Swimwear
- Tights
- Care products
Once the seal has been broken, the packaging has been opened, or the product has been visibly tried on or worn, the right of return in accordance with applicable health and hygiene legislation expires.
You can request a return form via our customer service.
Refunds
Once we have received your returned product in good condition and have verified that it meets our return policy, the purchase amount will be refunded to the bank account we have on file as soon as possible, but no later than within 10 business days.
Late or missing refunds
Haven't received a refund yet? Check:
- Your bank account or credit card statement;
- Contact your credit card company (sometimes refunds take some time to process);
- Check with your bank (they may also have a processing time).
If you've completed the steps above and still haven't received a refund, please contact our customer service. We're happy to help.
Returns Policy
- Return shipping costs are the responsibility of the customer and are non-refundable.
- Returns are shipped directly to our warehouse in China (see explanation of return costs).
- Hygiene-sensitive products such as underwear, lingerie, tights and care products are not returnable.
- Always ensure a traceable shipment (with track & trace).
- On the day of shipment, please send a photo of the track & trace code by email.
- The return form must be printed and included in the package.
- The product must be unused and undamaged.
- The product must be returned in its original packaging.
- Returns damaged due to your own fault will not be accepted.
Contact details
Vixenova
Email address: damianbranding@gmail.com
Customer service opening hours
Monday to Friday: 09:00 – 18:00
Saturday: 10:00 – 17:00