Refund policy
At Vinexell, every piece is handcrafted with care, and we want you to be completely happy with your purchase. If something isn't right, we're here to help.
Returns
We accept returns within 30 days of delivery. To be eligible, your item must be:
- Unused and in the same condition you received it
- In its original packaging
- Accompanied by proof of purchase (order number or receipt)
Because each piece is made from natural wood, slight variations in grain, tone, and markings are expected and are not considered defects.
How to Start a Return
Email us at vinexell@support.shop with your order number and reason for return. We'll respond with instructions on how to send your item back to us.
Please note: customers are responsible for return shipping costs unless the item arrived damaged or faulty.
Refunds
Once we receive and inspect your returned item, we'll notify you of the approval status. If approved, your refund will be processed back to your original payment method within 5-10 business days.
Damaged or Faulty Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery at vinexell@support.shop with photos of the damage. We'll arrange a replacement or full refund at no extra cost to you.
Non-Returnable Items
- Custom or made-to-order pieces
- Items returned after 30 days
- Items showing signs of use or damage not present upon arrival
Exchanges
If you'd like a different piece instead of a refund, contact us at vinexell@support.shop and we'll help arrange an exchange, subject to availability.
Questions?
Reach out anytime at vinexell@support.shop, we're happy to help make it right.