Refund policy
Returns & Refunds
You have 30 days from delivery to change your mind. No reason needed, no restocking fee, no argument. This is on top of the 14-day EU right of withdrawal, which you always have.
How to return something
- Email vixneshop@gmail.com with your order number. Please don't send anything back before you hear from us — we'll tell you where it goes.
- We reply within one working day with the return address and instructions.
- Once the item is on its way back, we refund your original payment method within 14 days.
Who pays the return shipping
- If anything is wrong on our side — faulty, damaged in transit, or not what you ordered — we pay, and usually you don't need to send it back at all. A clear photo or a short video is enough.
- If you simply changed your mind, you cover the cost of sending it back. You can unpack it and try it, the same as you would in a shop.
If it never arrives
If your order hasn't reached you within 30 days of shipping, tell us and we refund you in full. You don't have to chase the carrier — that's our job.
Faulty within the warranty
Every lamp carries a 2-year warranty. If it fails in normal use within that time, we replace it. Contact us with your order number and a description of the fault.
Refund not showing up
Refunds take a few days to appear depending on your bank or card issuer. If more than 14 days have passed since we confirmed it, email us and we'll chase it with you.
Contact
Vixne — vixneshop@gmail.com. We answer within one working day.