Return & Refund Policy

Last Updated: July 2026
At Vixio, we want you to have a clear understanding of our return and refund process before placing an order. This policy explains when returns are accepted, how refunds are processed, and the responsibilities of both Vixio and our customers.
By placing an order on our website, you agree to the terms outlined in this policy.

Return Eligibility

We accept returns within 30 days of the delivery date.Returns are accepted for both:

    • Defective or damaged products.

    • Non-defective products.

To be eligible for a return, the item should be returned in its original condition, with all parts and accessories included where applicable.Items that show signs of misuse, intentional damage, or alteration after delivery may not qualify for a return.

Return Process

If you would like to return an item, please contact us at support@vixio.shop before sending the product back.
When contacting us, please include:

    • Your order number.

    • Your full name.

    • A brief description of the reason for the return.

    • Clear photographs if the item is damaged, defective, or incorrect.

Our support team will review your request and provide the return instructions if your return is eligible.Please do not return any item without receiving return instructions from us.

Defective or Incorrect Items

If you receive a product that is damaged during delivery, defective, or different from the item you ordered, please contact us as soon as reasonably possible after delivery.To help us review your request, please provide clear photographs of:

    • The product.

    • The packaging.

    • The shipping label (where applicable).

Once your request has been reviewed and approved, we will provide the appropriate return instructions. If the issue resulted from our error, Vixio will provide the return shipping label at no additional cost.

Non-Defective Returns

If you wish to return an item for reasons other than damage, defects, or shipping errors, you may do so within the 30-day return period.The item must be returned in its original condition.Customers are responsible for the cost of return shipping for non-defective returns.

Exchange Policy

At this time, Vixio does not offer product exchanges.If you no longer wish to keep an eligible item, you may request a return in accordance with this policy.

Return Shipping Responsibility

Responsibility for return shipping depends on the reason for the return.

    • If the return is approved because the item arrived damaged, defective, or we shipped the wrong product, Vixio will provide a prepaid return shipping label at no additional cost to the customer.

    • If the return is requested for any other eligible reason, including a change of mind or a non-defective item, the customer is responsible for arranging and paying the return shipping costs.

We recommend using a tracked shipping service when returning an item, as customers are responsible for the safe return of products until they are received at our designated return address. Vixio is not responsible for items that are lost or damaged during return transit when the customer arranges the return shipment.

Restocking Fee

Vixio does not charge a restocking fee.

Inspection of Returned Items

Once your returned item is received, it will be inspected to confirm that it meets the return requirements outlined in this policy.If additional information is required during the review process, our support team may contact you.

Refunds

Once your return has been received and approved, your refund will be issued to the original payment method used for the purchase.Refunds are typically processed within 10 business days after the returned item has been inspected and approved.The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.

Late or Missing Refunds

If you have not received your refund after 10 business days, we recommend:

    • Checking your bank account again.

    • Contacting your credit card provider or payment provider, as processing times may vary.

    • Contacting your bank, as refunds sometimes require additional processing time before they appear in your account.

If you have completed the above steps and still have not received your refund, please contact us at support@vixio.shop, and we will review your refund status.

Non-Returnable Situations

Returns may not be accepted if:

    • The return request is made after the 30-day return period.

    • The item has been intentionally damaged or misused after delivery.

    • The returned product is missing significant parts that were originally included.

    • The item is returned without prior contact and return authorization from our support team.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Business Name: Vixio
Business Email: support@vixio.shop
Business Hours: 10:00 AM – 05:00 PM (GMT+00)
Business Days: Monday to Friday
Business Address: 7 High St, Great Ayton, Middlesbrough TS9 6NH, United Kingdom

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