Refund policy
Returns, replacements and refunds
Our approach
If there is a problem with your purchase, we are here to help. We do not offer additional voluntary returns or exchanges because you changed your mind, chose the wrong item or no longer want it. This applies to full-price and sale items, subject to any cancellation or return rights under applicable law.
Nothing in this policy limits rights that cannot lawfully be excluded, including rights concerning faulty, damaged, incorrectly supplied or misdescribed goods.
Problems with your order
Contact cs@vexskulls.com with your order number or other proof of purchase, a description of the issue and clear photographs where reasonably available. Please let us know promptly so we can help; this does not shorten statutory claim periods.
Once a product fault, supply error or delivery damage is confirmed, we will arrange a suitable remedy. Where appropriate and consistent with your legal rights, we will offer replacement parts or a replacement item free of charge, including the relevant shipping costs.
We may resolve the issue without requiring a return. Please contact us for instructions before sending a problem item back. If a return is needed because of a confirmed problem for which we are responsible, we will arrange or cover reasonable return shipping.
You do not have to accept a replacement or store credit instead of a refund where the law gives you that choice. A replacement does not end your rights regarding an unresolved issue or a problem with the replacement.
Approved voluntary exceptions
Our policy does not provide a general change-of-mind refund entitlement beyond applicable law. If we agree to a voluntary exception where no statutory refund right applies, a 10% processing fee may apply only where lawful and disclosed before purchase; we will confirm the exact deduction before you accept the exception. This does not apply to faulty, misdescribed or incorrectly supplied goods, delivery failures for which we are responsible, or any statutory cancellation or refund. No fee will be charged where prohibited by law.
Personalised items
Please check your engraving and custom artwork carefully before confirming them. Where legally permitted, goods genuinely made to your individual specifications or clearly personalised are excluded from change-of-mind cancellation. Selecting a standard catalogue design, size or colour does not by itself make a product personalised.
This exclusion does not affect your rights if we make an error or the item is faulty.
UK statutory cancellation
Where UK cancellation rights apply, eligible orders can be cancelled before delivery or within 14 days after receipt. Notify us by email or another clear statement; you do not need our prior approval or have to use a particular form. Return goods within 14 days of notifying us.
We will refund the amounts due, including eligible standard delivery charges. For returned goods, reimbursement will be made without undue delay and within 14 days after we receive the goods or evidence of dispatch, whichever is earlier, subject to applicable law.
You bear direct change-of-mind return costs only where permitted and disclosed before purchase. Necessary inspection is allowed; any deduction for reduced value is limited to handling beyond that inspection and what the law permits. We do not impose a flat restocking fee.
These rights also apply to sale items. Exceptions for genuine personalisation apply only where the law allows.
Other consumer rights
Where Australian Consumer Law applies, a major product failure gives you the choice of a refund or replacement; minor problems will be resolved as required by law. Other applicable national, state and provincial consumer rights, including rights relating to non-delivery, remain unaffected.
Refund payments
Any refund due will be issued to the original payment method unless another method is lawfully agreed. We will meet applicable refund deadlines; your payment provider may take additional time to display the credit.