Cactus Catnip Cat Toy Collection

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

info@vexroan.com

(a) return

To be eligible for a return, please confirm the following:

-The items to be returned remain unused, undamaged, unwashed and in the original packaging with the original label.

-You pay for the return. Items that do not meet the above criteria cannot be returned.

Customers have 60 days from the date of receipt to change their mind and return the items without giving a reason. 

(b) Refunds

We'll email you once we've processed your refund or exchange.

Refunds will be made within 3 working days of receiving your return. After verification, please check your account.

There may be a slight delay in your return request as we usually process it twice a week. If you have any questions, please contact

info@vexroan.com. We will answer you as soon as possible.

(c) cancellation

You can cancel your order before your item is shipped. Please contact us at

info@vexroan.com if you want to cancel your order.

Shipping damage claims

We are proud of our products, but we cannot control the shipment. In some extreme cases, the item you receive may be damaged in transit. So please check the item when you receive it in good condition. If the accident really happens, please provide us with the photo or video and contact us at:

info@vexroan.com

Note:

-We’ve partnered with Seel to provide shipping protection. If you purchased Seel Shipping Protection at checkout, you are eligible to file a claim if your package experiences any of the following issues during transit::

· Delivery delays

· Lost packages

· Damaged packages

You may file a claim with Seel with the shortest being within 7 days of delivery. Claims submitted after this period will not be accepted.
For full coverage details, please visit: Seel Protection Details

How to file a claim: After purchasing shipping protection, you will receive a confirmation email from Seel. Simply follow the link in that email to access the claim submission page, or click the claim portal here: Resolution Center

-Customized products (such as lettering) do not accept returns and exchanges unless there is a product quality problem.

Refund

Once your refund request is approved, we will process the refund as soon as possible.
Refunds will be issued to the original payment method used at checkout (such as credit/debit card or third-party payment providers).

refund processing time:

• credit / debit cards: refunds usually arrive within 3–5 business days, depending on your bank

• PayPal or other third-party payment methods: typically 1–3 business days

Please note that processing times may vary based on your payment provider. If you have not received your refund after the stated timeframe, we recommend contacting your bank or payment provider first, or reaching out to our customer support team for assistance.

If you have any questions regarding refunds, feel free to contact us at any time.