Refund policy

Refund & Returns

Start here: every return and refund starts at vlixxo.com/returns. The form takes your order number, the email you ordered with, which item, and what went wrong. If you would rather write to a person, email info@vlixxo.com with the same details. Either way we reply within 1 business day.

You usually keep the item

For most problems we refund without asking you to ship anything back. Returning a low-value item across a border costs more than the item is worth and takes weeks, so we do not make you do it. Orders over $35 are the exception: for those we may ask for the item back, and if we do, we send the return label and pay for it.

What we need from you

Photos. For anything damaged, faulty, wrong, or not as described, send clear photos of what arrived, including the packaging and any labels on it. Reply to the acknowledgement email with them. Without photos we usually cannot tell a supplier problem from a courier one, and the claim stalls.

What is covered

Not delivered, arrived damaged, wrong item, does not work, or materially different from what the product page described. Change of mind is not covered unless the law where you live says otherwise.

Time limits

Report a damaged, wrong, or faulty item within 30 days of delivery. Report a non-delivery once tracking has shown no movement for 10 days past the last estimated delivery date; before that, a parcel that appears stuck is usually still moving.

What happens next

We check the order and the evidence, and where the problem came from a supplier or a courier we raise it with them in parallel. You do not have to wait for that to finish. Outcomes are a full refund, a replacement, a partial refund where you keep a usable item, or a decline with the reason written out.

Refund timing

Approved refunds are issued to the original payment method through Shopify. Your bank or card network then takes its own time, typically 5 to 10 business days, before the money appears.

Repeat claims

We record how often each customer claims. One claim is a bad day and we treat it as one. A pattern of claims across many orders is reviewed individually, and we may ask for the item back or decline future no-return refunds. We say so when that happens rather than quietly slowing the claim down.