Refund policy

1. Scope of This Policy

This Return & Refund Policy applies to all purchases made through our website:
https://vaxlux.com/
Vaxlux operates exclusively within the United Kingdom.

2. Free 14-Day Return Window

You are entitled to request a return within 14 days of receiving your order.

To qualify for a return:

  • The item must be unused, in its original packaging, and in the same condition as received.
  • Proof of purchase (order confirmation email or receipt) must be provided.

Return shipping is free for all eligible returns within the United Kingdom.

To initiate a return, contact our support team:
📧 contact@vaxlux.com
📞 +44 7172 917377
Working hours: Monday to Saturday, 9:00 AM – 6:00 PM

3. Items Not Eligible for Return

The following items cannot be returned for hygiene and safety reasons:

  • Used or damaged items
  • Products without their original packaging
  • Customised, personalised, or clearance items
  • Gift cards (if applicable)

4. Return Shipping Process

Once your return request is approved:

  1. We will provide you with a prepaid return label (free of charge).
  2. You must drop off the parcel at the designated carrier service point.
  3. Once we receive and inspect the item, you will be notified by email.

5. Refund Process

After the returned item has been received and inspected, your refund will be processed.

  • Refunds are issued to your original payment method.
  • Processing time: 5 to 7 business days after approval.
  • We will notify you by email when the refund is completed.

Please note: Depending on your bank or payment provider, additional delays may occur.

6. Exchanges

We do not currently offer direct product exchanges.
If you need a different item, please return the original product and place a new order.

7. Damaged, Faulty, or Incorrect Items

If your product arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
We will provide a free replacement or full refund after verifying the issue.

Please include photos of:

  • The damaged or faulty item
  • The packaging
  • The shipping label

8. Cancellation Policy

Orders can be cancelled before shipment.
If your order has already been dispatched, please follow the return process once it arrives.

9. Contact Information

For any return, refund, or general support inquiries, please reach us at:

Vaxlux
📍 65 London Road, Stretton-on-Dunsmore, Rugby CV23 9JB, United Kingdom
📞 +44 7172 917377
📧 contact@vaxlux.com
🌐 https://vaxlux.com/