Return & Refund Policy

Return Policy

We accept returns within 30 days of delivery. If you’re returning an item for personal reasons, you’ll need to cover the return shipping costs. However, if there was a mistake on our part, we’ll take care of those costs for you.

To initiate a return, please ensure the item is in the same condition you received it—unworn, unused, with all tags attached, and in the original packaging. Don’t forget to email our customer service at after-sales@vimexciter.com with your order details as proof of purchase.

Once you submit your return request, you’ll get a confirmation email. If there’s any issue with your request, just reach out to us at after-sales@vimexciter.com to sort it out. We’ll also keep you updated via email if there are any unforeseen delays with your delivery.

Return Process

To initiate a return, please email after-sales@vimexciter.com with your request. Please note that returning items without prior approval could lead to a denied refund.

Non-Refundable and Non-Returnable Situations

Refunds cannot be provided in the following circumstances:

  • Damage caused by the consumer's own disassembly, repair, or other errors.
  • Damage due to improper use.

(Please obtain our authorization before shipping the item back and providing a tracking number.)

  • Products not purchased from VIMEXCITER.
  • Circumstances excluded by law or regulation.
  • Unilateral returns due to changes in personal preference.

Refundable and Returnable Situations

We’ll provide refunds and cover all associated costs in the following cases:

  • The product shows clear signs of use when arrived.
  • The product has significant scratches or wear when arrived.
  • The product is missing parts due to severely damaged packaging when arrived.
  • Seller errors, such as sending the wrong product or late shipping.

(Please contact us to initiate the return. Please return the product within 7 business days and keep in touch with us via email. We’ll arrange for a designated carrier to pick up the item.)

Return Requirements

Returned items must be in their original condition and ready for resale. Before returning, please contact us at after-sales@vimexciter.com and provide videos or photos as proof. We will authorize returns based on the following conditions:

  • The product must be in good condition, free from scratches, wear, damage, or signs of use.
  • The original packaging must be intact.
  • All accessories (if applicable) must be included.

Return Tips

If your package arrives damaged or opened, please take photos or videos and include them with your return request. This will help us process your return more efficiently.

Exchange Policy

Currently, we do not offer exchange services for accessories. However, you can return unwanted items for a refund (please refer to the return criteria and process above). If your return does not meet the specified criteria, we reserve the right to refuse it, and you will be responsible for the return shipping costs.

Returns Beyond 30 Days

If you need to return an item after 30 days, please reach out to us with your situation. We’ll review it on a case-by-case basis.

Refund Process

Refunds will be issued once we receive and inspect the eligible return item. Please allow 10 business days for ShopPay refunds and 3-7 business days for PayPal refunds; other methods depend on your bank's policies.

Due to high warehouse volume, please allow us 3 days to process the returned product. Once your refund is completed, you’ll receive an email with the refund amount and ID. If you don’t receive your refund within 14 days of returning the product, please contact us at after-sales@vimexciter.com. Note that the timing for funds to appear depends on your bank's processing time.

Order Modification and Cancellation

Before Shipping:

There is no charge for modifications. Please contact after-sales@vimexciter.com to proceed.

If you wish to cancel your order before the product has shipped (please confirm with customer service whether the product has been dispatched), please email us at after-sales@vimexciter.com for a free cancellation. We typically process cancellation requests within 1-2 business days.

Shipped but not received:

Please contact after-sales@vimexciter.com to continue this process but we cannot guarantee that order modifications will be successful. Please kindly check thoroughly about the shipping information when you place the order.

Delivered:

When the order is delivered and you’d like to request an exchange, please provide the specified the order details of the product to after-sales@vimexciter.com to continue this process, and there might be necessary price adjustments with different product models or types. Customers are responsible for the shipping and return shipping cost and expenses will be deducted from your refund.

Please Note: We cannot cancel parts of an order. If you need to cancel specific items, please cancel the entire order and repurchase the desired items. If you cancel your order and place a new one at a higher price, please contact us to address the difference. Please kindly understand that once the order has been canceled, we will not be able to hold any inventory for you, so repurchasing may be subject to availability.