30 Day Return & Exchange Policy
You are free to initiate a return within 30 days of receipt whenever you are not satisfied with the product, but we will charge 20% of order value as restocking fee.
To begin returns, refunds, exchanges, cancellations, or delayed claims, please email [email protected]
To be eligible for a return, all returned items must be in brand-new condition, uninstalled and/or non-assembled, unused, no pieces missing and with original tags and packaging. You’ll also need the receipt or proof of purchase. In case of item return, please send back the parcel within 30 days.
For cancellation, you are entitled to initiate a cancellation within 3 days from order confirmation day. For more details, please scroll down to the section of CANCELLATION.
In case of damage in transit, please make sure to upload a picture of the product with the original package, a picture of the whole product, and a picture of the damaged part.
Whether the request is rejected or approved, we will respond by email. In case you are not satisfied with the result, welcome to respond to the email and our client concierge team will follow up accordingly.
Item missing or damaged shall be reported within 48 hours since receiving. For report beyond that, Vesax is not liable for compensation or replacement and reserves all the rights for the final explanation.
You can always contact us for any return question at
or simply visit www.vesax.com and contact us through chat.
Damages in transit
If an item arrives and the packaging or the item itself is clearly and significantly damaged, please take photos or video showing the damage. In case of product defect or damage, we will work collaboratively with you to guarantee functional use of the product.
- Suggest a self repair (with an offer of compensation to you)
- Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
- Offer a partial or full store credit voucher
- Replace the product (subject to availability)
To qualify for a defective return, one of the following must apply:
- Item has a defect, or is faulty or malfunction
- Incorrect item was received
- Missing part(s)
- Damaged
We recommend you to check the items within 48 hours of receipt and report to out customer service as soon as possible. Please offer the copy of your original order confirmation, confirm the item number & QTY of the defective item(s), photographs or video clearly showing the defect(s). To expedite response process, please provide pictures of the shipping label, package, product and damage part. Depending on the situation, we will be responsible for refunds, exchange or replacements according to your preference within 30 days of receipt. After 30 days, Vesax will make every attempt to rectify, but manufacturer defects found after 30 days of receipt are directed to the manufacturer’s warranty.
Cancellation or Order Amendment
You can cancel or amend your order within 3 days after order is confirmed, counting from order confirmation day. We will charge 10% of the item value or order value (depends on items affected) as cancellation fee.
In case a cancellation is raised after 3 days or the product has been dispatched already, the cancellation fee depends on processing cost.
Standard cancellation protocol doesn’t apply to products described as “Made to Order”, “Customisation” or “Extra Shipping Lead Time”. Production or customization order will be sent to factory right after order is confirmed therefore cancellation won’t be approved in general. In case of cancellation, we will charge to cover actual manufacturing or customization loss. Once the order is confirmed we will send the manufacturing requirement to factory immediately and it is irreversible. There is extra lead time addressed on each product detail page. In case that cancellation is requested within 50% time of the extra lead time, Vesax preserves rights to keep 50% of total payment. In case that cancellation is requested later than 50% of the extra lead time, Vesax preserves rights to keep 100% of total payment.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 30 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Shipping Delay Compensation
While 88% of orders are delivered within our committed lead time, we’d like to do more than just saying sorry for the remaining 12% of customers. Therefore, from September 2025, if your order is not delivered within the timeframe we have promised, please contact Customer Services and Vesax will provide you with a voucher worth 10% of the order value.
In case of multiple parcels, shipping fulfilment time counts from the first arrival.
Please apply for compensation only after receiving the items.
Due to currency exchange and discount code format, the voucher value approximately equals to 10% of order value.