Refund policy
Last updated: 11 August 2026
At VXENÉ, we want you to feel confident when shopping with us. If you need to return an item, please review the policy below.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under applicable consumer protection laws.
1. Change-of-Mind Returns
If you change your mind about your purchase, VXENÉ accepts eligible returns within 30 days of delivery.
To be eligible for a change-of-mind return, the item must:
- Be unworn and unused;
- Be in its original condition;
- Be clean and free from makeup, deodorant, perfume, stains, pet hair or other marks;
- Have all original tags attached where applicable; and
- Be returned in suitable original or protective packaging.
For hygiene reasons, we may not accept returns of items that have been worn, washed or otherwise used.
Underwear, intimate garments and other hygiene-sensitive products may not be eligible for change-of-mind returns once opened or worn.
These conditions do not affect your statutory rights where a product is faulty, defective, unsafe, incorrectly supplied or otherwise does not meet applicable consumer guarantees.
2. Faulty, Damaged or Incorrect Items
If you receive an item that is:
- Faulty or defective;
- Damaged;
- Incorrect; or
- Significantly different from the product description,
please contact us as soon as reasonably possible.
Please provide:
- Your order number;
- A description of the issue; and
- Clear photographs or video showing the problem where appropriate.
We will assess the issue and, where required by applicable consumer law, provide an appropriate remedy.
Depending on the circumstances, this may include a repair, replacement, refund or other remedy.
3. Items Damaged During Delivery
If your product arrives damaged, please contact us as soon as reasonably possible.
Where possible, please provide photographs of the:
- Shipping package;
- Shipping label;
- Damaged packaging; and
- Product damage.
This information helps us investigate the issue with the delivery provider.
4. How to Request a Return
Before sending anything back, please contact VXENÉ using the contact details provided on our website.
Please include:
Order number:
Product(s) you wish to return:
Reason for return:
We will provide return instructions if your return is eligible.
Please do not send a return to an address without first contacting us.
5. Return Shipping Costs
For change-of-mind returns, the customer is responsible for the return shipping cost unless otherwise stated by VXENÉ.
For products that are faulty, damaged, incorrect or otherwise covered by applicable consumer guarantees, VXENÉ will handle return shipping costs in accordance with applicable law.
6. Refunds
Once your returned item has been received and assessed, we will process any approved refund.
Approved refunds will generally be issued to the original payment method used to place the order.
Your payment provider or bank may require additional time to process the refund and make the funds available in your account.
The time taken for the refund to appear in your account may therefore vary.
7. Return Conditions
We reserve the right to decline a change-of-mind return where the product does not meet the eligibility requirements outlined in this policy.
Examples include products that have been:
- Worn;
- Washed;
- Damaged after delivery;
- Stained;
- Altered;
- Missing original tags where applicable; or
- Returned outside the applicable return period.
This does not affect any rights you may have under applicable consumer law.
8. Exchanges
If you would like to exchange an item for another size or colour, please contact us before returning the product.
Exchanges are subject to product availability.
If the requested replacement is unavailable, we may offer another suitable solution, including a refund where appropriate.
9. Sale and Promotional Items
Unless otherwise stated, sale and promotional items may be eligible for change-of-mind returns provided they meet the requirements of this policy.
However, sale items are not excluded from applicable consumer guarantees.
If a sale item is faulty or otherwise does not meet applicable consumer guarantees, you may still be entitled to a remedy under applicable law.
10. Return Timeframes
Change-of-mind returns must be requested within 30 days of delivery.
The return must then be sent within the timeframe provided by VXENÉ after your return request has been approved.
Different timeframes may apply where required by applicable law.
11. Consumer Rights
Nothing in this policy excludes, restricts or modifies your rights under applicable consumer protection laws.
For customers in New Zealand, this includes rights under the Consumer Guarantees Act 1993 and other applicable consumer legislation.
For customers in Australia, this includes consumer guarantees under the Australian Consumer Law.
Where a product has a problem covered by applicable consumer law, you may have rights to a repair, replacement, refund, cancellation or other remedy depending on the circumstances.
Our change-of-mind return policy is separate from these statutory rights.
12. Contact Us
If you have any questions about returns or refunds, please contact:
VXENÉ
Email: [YOUR CUSTOMER SERVICE EMAIL]
Please include your order number when contacting us about an existing order.