Refund policy

We are committed to ensuring you have a great experience. Please read our policy carefully to understand your rights regarding returns, refunds, and cancellations.

1. Order Cancellations & Modifications 

Orders can only be canceled or modified (such as changing the shipping address or variant) within 12 hours of placing your order, provided the order has not yet been processed or handed over to our shipping carrier. Once the order is in transit, we cannot accept any cancellations or changes.

2. Damages, Issues, and Incorrect Items 

Please inspect your order upon reception. If the item is defective, damaged, missing parts, or if you receive the wrong item, you must contact us at support@volexatravel.store within 7 days of the delivery date.

To be eligible for a resolution, you must provide:

  • Clear photos or videos demonstrating the issue (damage, defect, or wrong item).
  • Your receipt, order number, or proof of purchase.

Once we receive and verify your evidence, we will gladly arrange a free replacement or a refund. In most cases of manufacturer defects, we may not require you to physically return the item. If a return is necessary, we will provide specific instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

3. Lost Packages & Shipping Delays 

While we strive for timely deliveries, shipping can occasionally face delays due to customs, extreme weather, or unforeseen circumstances.

  • We will issue a full refund or a free replacement for lost packages only if the order remains undelivered after 45 days from the original order date.

4. Failed Deliveries (Customer Responsibility) 

We do not offer refunds or free resends in the following scenarios:

  • The package delivery failed because an incorrect, incomplete, or invalid shipping address was provided at checkout.
  • The package was held at the local post office and you failed to pick it up, or you refused the delivery.

Please ensure your shipping address is 100% accurate before completing your purchase.

5. Exceptions / Non-Returnable Items 

Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalized items), and personal care goods. Unfortunately, we cannot accept returns on sale items or gift cards.

6. European Union 14-day Cooling Off Period 

If your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

7. Refund Processing 

We will notify you once we’ve inspected your claim (and evidence) and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your refund, please contact us at support@volexatravel.store.