Vixaon Return, Refund & Withdrawal Policy (EU Customers)
Last updated: 25 Aug 2025
You have the right to withdraw from your purchase within 14 calendar days from the day you (or a person you designate) receive the goods, without giving any reason.
To exercise your right, you must notify us before the 14-day period expires via email at: hello.vixaon@gmail.com , using the Model Withdrawal Form in Section 9 or a clear written statement.
If you withdraw, we will refund all payments received from you, including the standard delivery cost (if any), within 14 days of being informed of your decision. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods—whichever is earlier.
Unless we state otherwise, you will bear the direct cost of returning the goods.
You must send back the goods without undue delay and in any event within 14 days from the day on which you communicated the withdrawal.
(This section implements EU consumer rules on withdrawal; your statutory rights remain unaffected.)
2) Condition of Returned Goods
Items must be returned unused, unwashed, and, where reasonably possible, in original packaging with all accessories, manuals and tags included.
We may deduct any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
3) Non-Returnable Items (unless defective)
For hygiene/safety reasons, the following are not eligible for withdrawal once unsealed/used:
Wearables & personal-use items that have been used (e.g., GripGlow worn for work or outdoors),
Custom/personalised items,
Gift cards/vouchers,
Items explicitly marked “Final Sale”.
(Your legal rights for faulty goods still apply.)
4) Faulty, Damaged or Not-as-Described (Legal Guarantee)
If your product is defective, damaged on arrival or not as described, contact us within a reasonable time at hello.vixaon@gmail.com with order number, description of the issue, and clear photos/video.
In line with EU law, you are entitled to a free-of-charge remedy: repair or replacement; if impossible or disproportionate, a price reduction or full refund. This legal guarantee lasts at least 2 years from delivery.
For confirmed defects, we cover return shipping or provide a prepaid label/collection where available.
5) Return Addresses & Process (RMA)
Always contact support first to obtain an RMA number and the nearest return address. Returns without RMA may be delayed.
Depending on your country, we may provide an EU return hub or an authorised service centre. Where a local return is not available, we will advise the most cost-effective tracked method and reimburse eligible costs for approved defective cases.
6) Refund Method & Timing
Refunds are issued to the original payment method within 7–14 business days after (a) we receive the goods or (b) you provide proof of return shipment, whichever occurs first. Bank processing times may vary.
7) Exchanges
Direct exchanges depend on stock availability. Otherwise, please return for a refund and place a new order.
8) Exceptions & Notes
Bundles: If you withdraw from a bundle, you must return all items in the bundle.
Promotional items/free gifts must be returned; otherwise their value may be deducted.
Abuse/Fraud: We reserve the right to refuse returns that breach policy (e.g., excessive wear-and-return patterns), while fully respecting your statutory rights.
9) Model Withdrawal Form (EU)
(Complete and return this form only if you wish to withdraw from the contract.)
To: Vixaon Returns, hello.vixaon@gmail.com
I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods: — Order number: — Product(s): — Ordered on () / received on (): — Name of consumer(s): — Address of consumer(s): — Email: — Date: () Delete as appropriate
10) Contact
Vixaon Customer Support
Email: hello.vixaon@gmail.com
Address for correspondence:
(Please do not send returns without an RMA.)