Last Updated: October 15, 2026
This Return and Refund Policy applies to eligible purchases made through vexorinas.com.
VEXORINAS™ is owned and operated by Zhengzhou Xiwei Technology Co., Ltd., which is the seller of record for purchases made through the website.
1. Return Period
Eligible products may generally be returned within 30 calendar days after delivery.
The return period begins on the date the parcel is shown as delivered or, where applicable, the date the parcel is made available for collection.
Return rights may also be subject to mandatory consumer protections that apply in the customer’s location.
2. Return Eligibility
To qualify for a return, the product should generally be:
- Unused
- Unworn
- Unwashed
- Undamaged
- In its original condition
- Returned with original packaging where reasonably available
- Returned with applicable accessories or components
- Accompanied by proof of purchase or an identifiable order number
We may review the condition of the product after it is received.
A refund or return solution may be reduced or refused where an item has been damaged, altered, used beyond reasonable inspection, or returned without important components, except where the problem resulted from our error, a verified product defect, or applicable consumer law.
3. How to Request a Return
Before sending an item back, contact:
Please provide:
- Order number
- Purchaser name
- Email used at checkout
- Product name
- Date of delivery
- Reason for the return
- Photographs or video where relevant
For damaged, defective, incorrect, or materially different products, photographs of the product, packaging, shipping label, and visible issue may be required to help us review the request.
Do not send the product back before receiving return instructions.
4. Return Approval
After receiving your request, we will review the information and determine whether the product appears eligible for return.
If the return is approved, we may provide:
- Return instructions
- The appropriate return address
- Packaging guidance
- Carrier or tracking requirements
- Additional information needed to complete the request
The correct return address may vary according to the product, delivery destination, fulfilment arrangement, and type of return.
5. Return Address
Please do not send returns to the company’s business registration address unless our customer support team specifically instructs you to do so.
The business registration address is:
Zhengzhou Xiwei Technology Co., Ltd.
Unit 1, Building 3, Courtyard 21, Huangyu Street, Guancheng Hui District, Zhengzhou City, Henan Province, Floor 22, Room 2201
China
This address is provided for business identification and correspondence. It may not be the correct warehouse or return-processing location.
A return sent to an unapproved address may be delayed, misplaced, or unable to be processed.
6. Return Shipping Costs
Preference-Based Returns
For a change-of-mind, preference-based, colour preference, sizing preference, or other customer-choice return, the customer is generally responsible for reasonable return shipping costs unless otherwise stated or required by law.
The original shipping charge may also be non-refundable where permitted by applicable law.
Merchant Error or Product Problem
If the product arrives:
- Damaged
- Defective
- Incorrect
- Missing important components
- Materially different from the product description
- Incorrectly fulfilled by us
we will provide an appropriate resolution and will not require the customer to bear the related return cost.
The solution may include a replacement, replacement component, refund, return shipping arrangement, or another reasonable remedy.
7. Damaged Products
If an item arrives damaged, contact us within 30 calendar days after delivery.
Please provide:
- Order number
- Description of the damage
- Photographs of the product
- Photographs of the external packaging
- Photograph of the shipping label
- Video where it helps demonstrate the issue
Please retain the original packaging until the matter has been reviewed, as the carrier or fulfilment partner may require it for an investigation.
8. Defective Products
If a product does not function as reasonably described or has a manufacturing defect, contact:
Please explain:
- What the product was expected to do
- What problem occurred
- When the problem was first noticed
- Whether the product was used according to the provided instructions
- Any visible signs of damage or defect
Depending on the product and circumstances, we may offer troubleshooting, a replacement component, a replacement product, a refund, or another legally appropriate remedy.
9. Incorrect Products
If you receive an item that differs from the item ordered, please do not use or dispose of it.
Contact us with:
- Order number
- Item ordered
- Item received
- Photograph of the received product
- Photograph of the packing slip or shipping label
If the incorrect shipment is confirmed, we will provide an appropriate correction without requiring the customer to bear the cost caused by our fulfilment error.
10. Missing Products
If an order contains multiple products, items may arrive in separate packages or on different dates.
Before reporting an item as missing, please check:
- Whether the order was split into multiple shipments
- Whether separate tracking numbers were provided
- Whether another package is still in transit
- Whether the parcel was delivered to a safe location
- Whether the product was packed inside another package
If an item remains missing after the applicable delivery estimate, contact us with the order number and tracking details.
11. Products That May Have Return Restrictions
Unless required by law, return restrictions may apply to:
- Personalised products
- Custom-made products
- Products marked final sale
- Gift cards
- Products that cannot be resold for hygiene or safety reasons after use
- Products damaged through misuse
- Products modified or altered by the customer
Any applicable restriction should be disclosed before purchase or within the relevant product information.
Return restrictions do not remove rights relating to damaged, defective, incorrect, or materially misdescribed products where applicable law provides a remedy.
12. Exchanges
If you want a different product, colour, size, or variant, contact customer support before returning the original item.
An exchange may be available depending on:
- Current inventory
- Product availability
- Delivery destination
- Return eligibility
- Shipping conditions
- Payment or price differences
If an exchange cannot be arranged, we may process an eligible return and ask you to place a new order.
13. Return Packaging
Customers should use suitable packaging to protect the item during return transportation.
Where applicable:
- Include the order number
- Include the approved return information
- Use protective material
- Seal the parcel securely
- Keep the shipping receipt
- Keep the tracking number
- Retain photographs of the packaged item until the matter is complete
Customers are responsible for reasonable packaging of preference-based returns. VEXORINAS™ will provide appropriate instructions when the return results from an incorrect, damaged, defective, or materially misdescribed item.
14. Return Tracking
If a return is shipped using a trackable method, retain the tracking record until the return has been received and processed.
We may not be able to complete a refund until the returned item is received or reliable evidence of shipment is provided, subject to applicable consumer law.
15. Inspection
After a returned product is received, it may be inspected to confirm:
- The item corresponds to the order
- The item is complete
- The item has not been damaged after delivery
- The item meets the applicable return requirements
- The stated issue can be reasonably verified
Inspection does not limit rights relating to products that were defective or incorrect when delivered.
16. Refund Eligibility
If a return is approved, the refund may include the eligible product price and other amounts required by applicable law or the specific return circumstances.
For preference-based returns, the original shipping charge may not be refundable where permitted by law.
For damaged, defective, incorrect, or materially misdescribed products, we will provide an appropriate remedy without applying an unreasonable deduction for the problem caused by our fulfilment or product issue.
17. Refund Timing
Approved refunds are issued to the original payment method within 5–10 business days after the returned item has been received and inspected.
The time required for the refund to appear may vary according to:
- Payment method
- Bank processing time
- Card issuer procedures
- PayPal processing
- Weekends and public holidays
- Currency conversion
- Fraud or payment verification
If the refund has been confirmed but does not appear after a reasonable period, contact your bank or payment provider first, then contact us with the refund reference if available.
18. Refund Method
Refunds are normally issued to the original payment method used to place the order.
For security reasons, we may request information reasonably necessary to verify the order or purchaser. We do not intentionally issue refunds to an unrelated third-party account.
19. Partial Refunds
A partial refund may be considered where:
- Only part of an order is returned
- A product has a minor verified issue
- A component is missing but the product remains usable
- A mutually agreed remedy is appropriate
- Applicable law requires a proportionate adjustment
Any partial refund will be communicated before or during resolution where reasonably possible.
20. Refused or Undeliverable Returns
A returned parcel may be delayed or unable to be processed if:
- It is sent to the wrong address
- It is sent without return approval
- The order cannot be identified
- The package is damaged in transit
- Required components are missing
- Customs or carrier requirements are incomplete
- The parcel is refused or returned by the carrier
Contact us before returning an item to avoid unnecessary delays.
21. Cancellation Before Dispatch
You may request cancellation within 12 hours after placing an order by emailing:
We will make reasonable efforts to assist. Cancellation cannot be guaranteed after the order has entered processing, production, fulfilment, or dispatch.
If cancellation is unavailable, you may request a return after delivery where the product qualifies.
22. Consumer Rights
This policy does not exclude or restrict any mandatory rights, warranties, withdrawal rights, conformity rights, repair rights, replacement rights, or refund rights that apply under the laws protecting consumers in their location.
If a local law provides a stronger remedy, that law will apply to the extent required.
23. Contact Information
For return, exchange, damaged-item, defective-item, missing-item, or refund questions, contact:
VEXORINAS™
Owner: Yu Jingli
Legal Company: Zhengzhou Xiwei Technology Co., Ltd.
Email: service@vexorinas.com
Phone: +86 13415806220
Business Address:
Unit 1, Building 3, Courtyard 21, Huangyu Street, Guancheng Hui District, Zhengzhou City, Henan Province, Floor 22, Room 2201, China