Refund Policy

Last updated: 11/30/2025

1. Overview

We at Vexori3D are committed to providing high-quality services and ensuring customer satisfaction. This refund policy is established to protect customer rights and ensure transparency in transactions.

2. Refund Conditions

2.1 Refund Timeframe

We accept refund requests in the following cases:

• Within 7 days: From purchase date
• Not downloaded: 3D model has not been downloaded
• Technical error: Model is faulty or unusable
• Misdescription: Product does not match description

2.2 Non-Refundable Cases

• 3D model has been downloaded
• Model has been used in commercial projects
• Refund request after 7 days
• Change of mind about purchase
• Dissatisfaction with quality (except technical errors)
• Violation of terms of use

3. Refund Process

3.1 Step 1: Submit Request

To request a refund, please:

• Send email to refund@vexori3d.com
• Provide order number
• Describe reason for refund
• Attach evidence (if any)

3.2 Step 2: Review

We will review your request within 2-3 business days. During this time, we may contact you to verify information or request additional documentation.

3.3 Step 3: Processing

If request is approved:

• We will send confirmation email
• Refund will be processed within 5-10 business days
• Money will be returned to original payment method
• You will receive notification when refund is complete

4. Refund Methods

Money will be returned to original payment method:

• Credit/debit cards: 5-10 business days
• PayPal: 3-5 business days
• Bank transfer: 7-14 business days

5. Refund Fees

We do not charge refund fees to customers. However, some banks or payment service providers may charge processing fees. These fees will be communicated before processing the refund.

6. Partial Refunds

In some cases, we may process partial refunds if:

• Only part of the product is faulty
• Customer has used part of the product
• There is mutual agreement between parties

7. Store Credit Refunds

Instead of cash refund, customers may choose to receive store credit with 10% higher value. Store credit is valid for 12 months and cannot be converted to cash.

8. Disputes and Complaints

If you disagree with refund decision:

• Send complaint email to support@vexori3d.com
• Provide detailed information about dispute
• We will review again within 5 business days
• If necessary, direct call will be made to resolve

9. Consumer Protection

We comply with Vietnamese consumer protection regulations and are committed to resolving all disputes fairly and transparently.

10. Contact

To request refunds or ask questions about this policy, please contact:

• Email: refund@vexori3d.com

11. Policy Updates

We reserve the right to update this refund policy at any time. Changes will take effect immediately upon posting on the website. We encourage customers to review this policy periodically.