At Vexlina, we want you to be completely satisfied with your purchase. This Return Policy outlines the terms and conditions for returning products purchased from our website, mobile application, or other sales channels. Please read this policy carefully before making a purchase or initiating a return.

TABLE OF CONTENTS

1. RETURN ELIGIBILITY
2. RETURN TIME FRAME
3. RETURN PROCESS
4. RETURN CONDITIONS
5. REFUND PROCESS
6. EXCHANGES
7. NON-RETURNABLE ITEMS
8. DAMAGED OR DEFECTIVE PRODUCTS
9. WRONG ITEMS RECEIVED
10. RETURN SHIPPING
11. INTERNATIONAL RETURNS
12. SALE ITEMS
13. GIFT RETURNS
14. RETURN POLICY UPDATES
15. CONTACT FOR RETURNS

1. RETURN ELIGIBILITY

To be eligible for a return, your item must meet the following criteria:

• Purchased directly from Vexlina (website, mobile app, or authorized retailer)
• Within the specified return period (see Section 2)
• In original, unused, and unopened condition
• In original packaging with all tags, labels, and accessories intact
• Accompanied by proof of purchase (order number, receipt, or invoice)
• Not listed as non-returnable (see Section 7)

We reserve the right to refuse returns that do not meet these eligibility requirements.

2. RETURN TIME FRAME

You have 30 days from the date of delivery to initiate a return request.

Once your return is approved, you have 14 days to ship the item back to us. The item must be received by us within this 14-day period.

Exceptions:

• Pre-order items: Return window begins from the date of actual delivery
• International orders: Additional 7 days are provided for shipping time
• Holiday purchases: Extended return period may apply (announced separately)

3. RETURN PROCESS

Follow these steps to initiate a return:

Step 1: Request Authorization

1. Log in to your Vexlina account
2. Go to "Order History" and select the order containing the item you wish to return
3. Click "Request Return" and select the reason for return
4. Provide any additional information or photos if requested

Alternative Method: Email returns@vexlina.com with your order number and return reason.

Step 2: Await Approval

Our returns team will review your request within 1-2 business days. You will receive:

• Return authorization (if approved)
• Return Merchandise Authorization (RMA) number
• Shipping instructions and return address
• Prepaid shipping label (if applicable)

Step 3: Package and Ship

Once approved:

1. Place the item in its original packaging with all accessories
2. Include the RMA number clearly visible on the outside of the package
3. Use the provided shipping label or follow shipping instructions
4. Ship the package and retain your tracking number

Step 4: Track and Confirm

Track your return shipment. Once we receive and inspect the item, we'll notify you of the approval or rejection of your refund.

4. RETURN CONDITIONS

Returned items must be in the condition you received them:

• Unused and Unopened: Products must not show signs of use
• Original Packaging: All original boxes, protective packaging, and materials must be included
• Accessories and Documentation: All manuals, cables, chargers, and accessories must be returned
• Tags and Labels: All original tags, labels, and stickers must be intact and attached
• Clean Condition: Products must be free of stains, odors, or damage

Restocking Fee: Items not returned in original condition may be subject to a restocking fee of up to 20% of the product price.

5. REFUND PROCESS

Refund Timeline

Once your return is received and inspected, we will process your refund within:

• Credit Card Refunds: 5-10 business days after approval (depending on your bank)
• PayPal Refunds: 3-5 business days after approval
• Bank Transfer Refunds: 7-14 business days after approval
• Digital Wallet Refunds (Bkash/Nagad/Rocket): 2-5 business days after approval

What Will Be Refunded

• Full Refund: Product purchase price (excluding original shipping charges)
• Partial Refund: If items are returned in less than perfect condition
• Shipping Costs: Original shipping charges are non-refundable unless the return is due to our error

Refund Method

Refunds will be issued to the original payment method used for purchase:

• Credit/Debit Card → Same card
• PayPal → Same PayPal account
• Bkash/Nagad/Rocket → Same mobile wallet
• Cash on Delivery → Bank transfer (bank details required)

Non-Refundable Items

The following are not refunded:

• Original shipping and handling charges
• Gift wrapping fees
• Return shipping costs (unless due to our error)
• Any customs duties or import taxes

6. EXCHANGES

We offer exchanges for the following situations:

Size/Color Exchanges

If you need a different size or color:

1. Initiate a return for the original item
2. Place a new order for the desired size/color
3. We will expedite processing once the return is received

Product Exchanges

For exchanging one product for another:

1. Return the original item following standard return process
2. Once refund is processed, purchase the new item
3. We cannot hold inventory for exchange requests

Exchange Shipping: Customers are responsible for shipping costs for both the return and the new item, unless the exchange is due to our error.

7. NON-RETURNABLE ITEMS

The following items cannot be returned unless defective or damaged:

• Personal Care Items: Skincare, haircare, and wellness products for hygiene reasons
• Digital Products: Software, apps, digital downloads, and subscription services
• Custom/Made-to-Order Items: Products personalized or customized per customer specifications
• Intimate Apparel: Undergarments and swimwear for hygiene reasons
• Gift Cards and Vouchers: Non-refundable and non-returnable
• Final Sale Items: Clearly marked as "Final Sale" at time of purchase
• Opened Software/Hardware: Once opened, unless defective
• Perishable Goods: Food items, plants, or other perishable products

Please review product descriptions carefully before purchasing, as some items may have specific return restrictions.

8. DAMAGED OR DEFECTIVE PRODUCTS

If you receive a damaged or defective product:

Immediate Action Required

1. Do Not Discard: Keep all packaging and materials
2. Document: Take clear photos/videos showing the damage or defect
3. Contact Us: Within 48 hours of delivery to support@vexlina.com
4. Provide Details: Include order number, product details, and photos

Resolution Options

• Replacement: We will ship a replacement at no additional cost
• Refund: Full refund including original shipping charges
• Repair: If applicable and preferred by customer

Shipping Carrier Damage

If damage appears to be caused by shipping:

• Note damage on delivery receipt (if delivered by carrier)
• Refuse delivery if package appears severely damaged
• Contact us immediately for next steps

9. WRONG ITEMS RECEIVED

If you receive the wrong item:

1. Contact Immediately: Email support@vexlina.com within 48 hours
2. Provide Photos: Include photos of the received item and packaging
3. Do Not Open/Use: Keep item in original packaging
4. Return Process: We will provide a prepaid return label and expedite shipping of correct item

We cover all shipping costs for wrong item returns and will expedite shipment of the correct item once the return is initiated.

10. RETURN SHIPPING

Who Pays for Return Shipping?

• Customer Pays: For returns due to change of mind, wrong size, or similar reasons
• We Pay: For returns due to our error (wrong item, defective product, damaged item)

Shipping Methods

We recommend using trackable shipping services:

• Courier services with tracking (DHL, FedEx, UPS, etc.)
• Registered postal mail with tracking
• Our provided prepaid labels (when applicable)

Important Notes

• We are not responsible for items lost or damaged during return shipping
• Return shipping costs are deducted from refunds for non-error returns
• Keep your tracking number until refund is complete
• Insurance is recommended for high-value items

11. INTERNATIONAL RETURNS

For international customers:

Additional Considerations

• Extended Return Window: 37 days total (30+7 for shipping)
• Customs Declarations: Mark as "Returned Goods" to avoid duties
• Shipping Costs: Customer responsible unless our error
• Duties and Taxes: Original import duties and taxes not refunded by us

Refund Amount for International Returns

Refunds for international returns include:

• Product purchase price (converted at current exchange rate)
• Does not include original international shipping costs
• Does not include customs duties or import taxes
• May be subject to currency conversion fees by payment processor

12. SALE ITEMS

Sale and discounted items follow the same return policy with these exceptions:

• Items marked "Final Sale" are non-returnable and non-refundable
• Seasonal clearance items may have shorter return windows
• Bundle deals must be returned as complete sets
• Discount codes applied to sale items may affect refund amount

Please check individual product pages for specific return restrictions on sale items.

13. GIFT RETURNS

If you received a Vexlina product as a gift:

Return Requirements

• Gift receipt required (not original purchase receipt)
• Same return conditions apply as regular purchases
• Within 30 days of original purchase date (not receipt date)

Refund Method for Gifts

Gift returns receive:

• Store credit in the form of a Vexlina gift card
• Refund to original purchaser if gift receipt not provided
• No cash refunds for gift returns

Exchange for Gifts

Gifts can be exchanged for:

• Different size or color (subject to availability)
• Different product of equal or greater value (price difference payable)
• Store credit for future purchases

14. RETURN POLICY UPDATES

We reserve the right to update this Return Policy at any time. The updated version will be indicated by an updated "Last updated" date at the top of this page. Changes will become effective when posted.

The return policy in effect at the time of your purchase will apply to that purchase, unless otherwise required by law.

We encourage you to review this policy periodically to stay informed about our return procedures.

15. CONTACT FOR RETURNS

For return-related inquiries and assistance:

Vexlina Returns Department
Email: returns@vexlina.com
Phone: +8801885738929 (Select option 2 for returns)
Hours: Monday-Friday, 9:00 AM - 6:00 PM BST
Website: vexlina.com/returns
Address: Returns Department, Vexlina, Mirpur, Dhaka, Bangladesh, Dhaka, Dhaka 1216

For faster processing, please include your order number in all communications.