Return Policy

VEXEL RETURNS POLICY – 2025

At Vexel, we aim to ensure every customer is satisfied with their purchase. This policy outlines your options and our process for returning goods, whether due to change of mind, incorrect supply, or a fault.

Change of Mind Returns

• We offer a 31-day return window on eligible products.
• Items must be unused, in original packaging, and in resalable condition.
• All change-of-mind returns incur a restocking fee to cover freight and handling. The amount will depend on your location and the product type.
• Delivery charges are non-refundable.

How to Start a Return

1. Contact our Customer Experience Team at 1300 972 559 or sales@vexel.com.au with:
   • Your customer and invoice numbers
   • Item codes and quantities
   • Reason for return
2. We may request photos to confirm the condition of the goods.
3. Once approved, we’ll send you return labels and arrange freight pickup.

Non-Returnable Items

Some items cannot be returned unless faulty or mis-supplied:

• Custom Products: All made-to-order goods are final sale.
• Sourced-on-Request Items: Products specially ordered in for you.
• Clearance Items: Discounted and end-of-line stock.

Incorrect or Faulty Items

• Notify us within 2 business days of delivery.
• We’ll arrange a replacement, credit, or refund once we confirm the issue.
• If investigation is required (e.g. for faulty items), we’ll keep you updated throughout the process.

Return Pickup & Processing

• Once approved, return labels will be emailed to you.
• Print and attach labels, notify us when ready, and we’ll organise freight pickup.
• If goods aren’t collected within 7 days, please contact us again.
• Returns are inspected within 5–10 business days of arriving back at our warehouse.
• Refunds to credit cards are processed to the original payment method and may take up to 5 business days after inspection.

Risk & Inspection

• Risk in returned goods remains with the customer until received and inspected at our warehouse.
• We reserve the right to inspect all returned goods before approving any refund, credit, or replacement.
• Items not meeting the conditions outlined in this policy may be rejected and returned at the customer’s expense.

Partial Returns & Credits

• Partial returns may incur a handling fee based on the size and nature of the goods returned.
• Credits issued to your Vexel account must be used within 12 months of the issue date unless otherwise agreed in writing.

Lost Goods in Transit

• If returns are lost during transport, please allow up to 30 days for investigation and resolution.

Policy Updates
This policy may be updated at any time. The current version is always available at www.vexel.com.au or upon request.

Need Help?

Our Customer Experience Team is available Monday to Friday, 8:00 AM – 4:00 PM AEST. Phone: 1300 972 559
Email: sales@vexel.com.au

We’re here to help make the process smooth and fair for everyone involved.