Refund policy

RETURN AND REFUND POLICY

Last Updated: July 29, 2026

At VEXRIONEU, SL (accessible via [https://vexrioneu.com]), we specialize in supplying high-value cameras, optical lenses, and electronic equipment across Spain and the European Union. Because of the delicate and high-value nature of our product catalog, specific return conditions apply.

This Return and Refund Policy details your rights, eligibility requirements, and the step-by-step procedures for returns, replacements, and refunds.

1. Summary of Return Conditions

Return Reason	Eligibility Window	Product Condition Required	Resolution & Costs
Change of Mind	14 Calendar Days from delivery	Brand new, unopened, factory seals intact	100% Refund (Customer pays return shipping)
Change of Mind (Opened / Used)	Not Applicable	Opened box, broken seals, or used product	Returns Not Accepted
Dead on Arrival (DOA) / Faulty	Must report within 24 Hours of delivery	Defective / Non-functional (Video recording mandatory)	Full Replacement or 100% Refund (We cover shipping)

2. Change of Mind Returns (14-Day Window)

Under our 14-day return policy, you may return an item if you change your mind, subject to the following strict conditions:

Eligibility Requirements:

14-Day Request Window: You must notify us of your intent to return within 14 calendar days from the date your order was delivered by the courier.
Sealed & Unopened Condition: The product must be brand-new, completely unopened, and in its original retail packaging with all factory security seals, shrink wrap, and serial number stickers unbroken and intact.

Non-Returnable Opened Gear:

No Returns on Opened or Used Electronics: Considering the high monetary and technical value of photographic equipment, we do not accept change of mind returns if the product box has been opened, unsealed, tested, or used.

Return Shipping Responsibility:

For change-of-mind returns, the customer is responsible for paying all return shipping costs.
Because cameras and optical lenses are high-value goods, returned packages must be shipped using a trackable, signature-required courier service (such as FedEx or UPS) with full transit insurance. VEXRIONEU, SL is not responsible for items damaged or lost in return transit.

3. Dead on Arrival (DOA) or Defective Products

If your package arrives with a product that is non-functional, damaged, or Dead on Arrival (DOA), strict reporting rules apply:

24-Hour Reporting Requirement: You must report any DOA or faulty product within 24 hours of delivery. Claims submitted after 24 hours from courier delivery confirmation will not be classified as DOA and will instead be handled under standard statutory warranty procedures.
Mandatory Unboxing / Video Proof: To verify a DOA claim, a clear video recording is mandatory. The video must clearly show:
- The shipping label and outer parcel state upon delivery.
- Unboxing of the product showing the physical condition.
- Demonstration of the defect or power failure.
DOA Resolution: Once our technical team verifies the video and issues a Return Authorization, we will provide a prepaid courier return label and offer you a choice of:
- A brand-new replacement unit shipped at zero additional cost.
- A 100% full refund (including original shipping charges).

4. How to Initiate a Return

To initiate any return request, follow these steps:

Contact Us: Send an email to support@vexrioneu.com within the required timeframe (14 days for sealed change-of-mind; 24 hours for DOA).
Include Details: Your email must contain:
- Order Number & Customer Name.
- Product Serial Number.
- Reason for return.
- Mandatory video recording attachment (for DOA/faulty claims).
Receive RMA: Do not send items back without prior authorization. Our team will review your request and issue a Return Merchandise Authorization (RMA) with designated warehouse return instructions.

5. Inspection & Rapid 24-Hour Refund Processing

We pride ourselves on swift customer resolutions:

Inspection: Upon arrival at our facility, our technicians inspect the returned parcel to confirm that factory seals are intact and serial numbers match our sales records.
24-Hour Refund Commitment: Once we receive and verify the sealed product, we will issue your refund within 24 hours.
Payment Method: Refunds are credited back to the original payment method used during checkout. Depending on your financial institution, funds typically take 3 to 5 business days to clear back into your account.

6. Contact Information

For return authorizations, DOA reporting, or return inquiries:

Company: VEXRIONEU, SL
Support Email: support@vexrioneu.com
Customer Care Hours: Monday – Friday, 09:00 – 18:00 (Spain Local Time / CET)