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The VELLAX Return & Refund Policy

At The VELLAX, every timepiece is crafted to embody precision and permanence. While we stand behind the quality of every creation, we understand that rare circumstances may require assistance. This policy ensures a transparent, seamless, and reassuring experience — handled with the same care we dedicate to our craftsmanship.

Last Updated: October 2025

Introduction

We at The VELLAX strive to deliver exceptional craftsmanship and satisfaction in every order. Our Return & Refund Policy is designed to provide clarity and confidence when shopping with us. Please review the following terms carefully before making your purchase.

You may request a return or replacement within 14 days of receiving your order if:

  • The product is defective, damaged, or not as described.

  • The request is submitted within the specified time frame and supported with proof (photos or videos).

⚠️ Note: Items showing signs of misuse, intentional damage, or missing original packaging may not qualify for return or refund.

To initiate a return or refund, please contact us at returns@watches.maxalstudio.online with:

  • Your order number

  • Proof of purchase (receipt or confirmation email)

  • Clear images or video evidence of the issue

Our team will respond within 2–3 business days to guide you through the next steps.

All claims are reviewed with care and fairness. Once your request is verified:

  • You may not be required to return the product, depending on the nature of the issue.

  • Upon approval, you may choose between a full refund or a free replacement.

⚠️ Note: In cases where additional inspection is required, we may request the product be shipped to our designated inspection address. You will be notified in advance.

If approved:

  • Refunds will be processed through 2Checkout (Verifone) back to your original payment method.

  • Replacement products will be shipped at no additional cost once the issue is confirmed.

  • Refunds typically appear within 5–10 business days, depending on your bank or card issuer.

💡 Tip: Always check your email for confirmation and updates during the process.

Every VELLAX timepiece is backed by a 2-Year Limited Warranty.
This warranty ensures:

  • Full replacement or refund within 14 days for eligible cases (as covered above).

  • Two-year coverage for manufacturing defects, functional faults, or mechanical issues.

  • Access to technical support and maintenance assistance throughout the warranty period.

For detailed warranty coverage, please refer to our Warranty Policy page.

Once a refund is approved:

  • You will receive a confirmation email.

  • Refunds are issued to the original payment method used during checkout.

  • Processing times may vary by financial institution (usually within 5–10 business days).

⚠️ Note: Refund timelines may extend during public holidays or due to international banking delays.

To maintain the integrity of our collection and protect all customers, the following items cannot be returned or refunded:

  • Items showing visible signs of wear or damage caused by misuse

  • Items not in original packaging or missing accessories

  • Customized or engraved products

  • Gift cards or promotional items

In rare cases such as lost packages, customs delays, or shipping restrictions in specific regions, delivery times or return eligibility may vary.
The VELLAX will handle such cases on an individual basis, ensuring fairness and transparency at every step.

For any return or refund inquiries, please contact our support team:
returns@watches.maxalstudio.online
We are available Monday to Friday, 9:00 AM – 6:00 PM (GMT+5).
Our team is committed to resolving your concerns promptly and courteously.

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