Return and Refund Policy

Last Updated: October 27, 2026

Thank you for shopping with Vorxenalia. We want you to feel confident when purchasing kitchen essentials from our store.

This Return and Refund Policy explains when a product may be returned, how to begin a return request, who is responsible for return shipping, and how approved refunds are processed.

Nothing in this Policy is intended to exclude or reduce any mandatory consumer right available under applicable law.

1. Return Period

Unless a different rule is stated on the relevant product page, you may request a return within 30 calendar days after the order is recorded as delivered.

Submitting a request does not automatically mean that the return has been approved. The product must satisfy the eligibility requirements below.

Returns sent without prior authorization may be rejected, delayed, or returned to the sender.

2. Return Eligibility

To qualify for a standard return, the product must generally be:

  • Unused and unwashed;

  • Free from stains, odors, scratches, food residue, or other signs of use;

  • In its original condition;

  • Returned with its original packaging;

  • Accompanied by all accessories, parts, inserts, manuals, and promotional items; and

  • Supported by a valid receipt, order confirmation, or other proof of purchase.

We may decline a return or reduce the refundable amount when a product has been used beyond what is reasonably necessary to inspect it, damaged after delivery, returned incomplete, or packaged in a way that causes avoidable damage.

Defective, damaged, or incorrectly supplied products are reviewed separately under Section 7.

3. How to Request a Return

Before sending a product back, contact our customer support team at:

Email: support@vorxenalia.com
Phone: +1 (775) 402-8941

Include the following information:

  • Your full name;

  • Order number;

  • Email address used at checkout;

  • Product you wish to return;

  • Reason for the return;

  • Condition of the product; and

  • Clear photographs or video if the product is damaged, defective, incomplete, or incorrect.

After reviewing your request, we will advise whether the product is eligible and provide the appropriate return instructions.

Do not ship a return until you receive authorization from Vorxenalia.

4. Return Address

The return location may differ from our registered company address, customer-service address, or the address printed on the original parcel.

Do not return products to our company address unless our support team specifically instructs you to do so.

Unauthorized packages sent to an incorrect address may not be received, identified, or refunded.

The approved return address and shipping instructions will be provided after your request has been reviewed.

5. Return Shipping Costs

Change-of-Mind Returns

When a return is requested because you changed your mind, ordered the wrong product, selected the wrong option, or no longer want the item, you are generally responsible for:

  • Return shipping costs;

  • Suitable protective packaging;

  • Carrier charges;

  • Customs documentation; and

  • Any import, handling, or brokerage costs associated with the return.

Defective, Damaged, or Incorrect Products

If we confirm that the product was defective, arrived damaged, or was different from what you ordered, we will provide an appropriate resolution. Depending on the circumstances, this may include:

  • A replacement;

  • Replacement parts;

  • A prepaid return method;

  • Reimbursement of reasonable return shipping costs;

  • A partial refund; or

  • A full refund.

Do not purchase expensive or expedited return shipping without our written approval, as unauthorized shipping charges may not be reimbursed.

6. Return Shipping Requirements

When returning an approved product:

  1. Pack the product securely to prevent damage during transit.

  2. Include all parts and accessories.

  3. Follow the return instructions supplied by our support team.

  4. Use a trackable shipping service.

  5. Retain your shipping receipt and tracking number until the return is completed.

You remain responsible for the parcel until it reaches the approved return location, except where applicable law states otherwise.

Vorxenalia is not responsible for an unauthorized return that is lost, sent to the wrong address, inadequately packaged, or shipped without usable tracking information.

7. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, incomplete, or incorrect, contact support@vorxenalia.com as soon as reasonably possible. Reporting the issue within seven days can help us investigate with the carrier or fulfillment provider, but this recommendation does not limit any mandatory legal rights.

Please provide:

  • Your order number;

  • A description of the issue;

  • A photograph of the entire product;

  • Close-up photographs or video showing the problem;

  • A photograph of the shipping label;

  • Photographs of the outer and inner packaging; and

  • Details of any missing parts.

Keep the product, packaging, shipping label, and all included components until we confirm that the review is complete.

We may ask you to complete reasonable troubleshooting steps or provide additional evidence before approving a replacement or refund.

Normal manufacturing variation, slight color differences caused by screen settings, and minor measurement differences within a reasonable tolerance are not necessarily considered defects.

8. Products That Cannot Be Returned

Except where required by law, we may not accept returns for:

  • Products used, washed, modified, or damaged after delivery;

  • Products containing food residue, stains, odors, moisture, or signs of prolonged use;

  • Items returned without necessary components or original packaging;

  • Personalized, customized, engraved, or made-to-order products;

  • Gift cards;

  • Downloadable or digital products;

  • Perishable goods;

  • Hazardous materials, flammable liquids, or gases;

  • Clearance products specifically marked Final Sale;

  • Sealed hygiene-sensitive products that have been unsealed, where applicable law permits this restriction; and

  • Products for which the return period has expired.

A Final Sale designation does not remove any legal remedy that applies to a product that is defective, misdescribed, unsafe, or otherwise protected by mandatory consumer law.

Contact us before ordering if you are uncertain whether a product is eligible for return.

9. Kitchen and Food-Contact Products

Kitchen products must be handled carefully during inspection.

Unless the product is defective, we may be unable to accept a return when it has been:

  • Used to prepare, cut, grate, strain, store, or serve food;

  • Exposed to oils, seasonings, detergents, heat, or food residue;

  • Washed or placed in a dishwasher;

  • Scratched by utensils or abrasive cleaning materials;

  • Damaged through improper storage or use; or

  • Used in a microwave, oven, freezer, dishwasher, or with boiling water without confirmed compatibility.

Review all product descriptions, dimensions, warnings, and care instructions before use.

10. Exchanges

Exchanges are subject to product eligibility and stock availability.

If you would like a different color, style, size, or product option, contact us before returning the original item. We will advise whether a direct exchange is available.

In some cases, the most efficient option will be to return the eligible product for a refund and place a new order separately.

We cannot reserve inventory while a return is in transit.

11. Refund Review

After an authorized return arrives, we will inspect the product and review its condition.

We will notify you whether the refund has been:

  • Approved;

  • Partially approved;

  • Declined; or

  • Delayed because additional information is needed.

If the product does not satisfy this Policy, we may decline the refund or deduct an amount reflecting missing components, avoidable damage, use, diminished value, or other losses, where permitted by law.

12. Approved Refunds

Approved refunds are normally issued to the original payment method used for the order.

Depending on the circumstances, the refundable amount may exclude:

  • Original shipping charges;

  • Expedited delivery charges;

  • Return shipping costs;

  • Customs duties;

  • Import taxes;

  • Carrier handling charges;

  • Gift wrapping; and

  • Other non-refundable third-party fees.

Original standard shipping will be refunded when required by applicable law or when the return results from a confirmed error by Vorxenalia.

Once a refund has been issued, the time required for it to appear in your account is determined by your bank, card issuer, or payment provider.

Currency-conversion differences and financial-institution fees are outside our control.

13. Partial Refunds

Where permitted by law, a partial refund may be issued when:

  • The product shows use beyond reasonable inspection;

  • Original packaging is missing or seriously damaged;

  • Accessories, manuals, or parts are missing;

  • The product was damaged because of insufficient return packaging;

  • A promotional gift required to accompany the return is missing; or

  • The product’s value has been reduced by customer handling.

We will explain any applicable deduction when notifying you of the return decision.

14. Missing or Delayed Refunds

If you have received confirmation that a refund was issued but cannot see it:

  1. Check the original payment account.

  2. Contact your card issuer, bank, or payment provider.

  3. Allow for the provider’s normal processing period.

  4. Contact us at support@vorxenalia.com if the provider cannot locate the refund.

Please include your order number and refund confirmation details.

15. Order Changes and Cancellations

Contact us immediately if you need to change or cancel an order.

We will make a reasonable effort to assist, but we cannot guarantee cancellation after an order has entered processing, packing, or shipment.

If the order has already shipped, it must be handled through the applicable return process.

Refusing delivery does not automatically cancel an order or guarantee a full refund.

16. Incorrect or Incomplete Shipping Information

Customers are responsible for reviewing the delivery information entered during checkout.

Contact us promptly if you notice an error. Address changes may not be possible after fulfillment begins.

If a parcel is delayed, lost, rejected, or returned because of an incorrect or incomplete address supplied by the customer, the customer may be responsible for:

  • Additional delivery charges;

  • Return-to-sender fees;

  • Reshipment costs;

  • Customs charges; and

  • Other carrier expenses.

Any refund will be reviewed after the parcel is returned and identified.

17. Refused and Unclaimed Packages

A package may be returned to the sender when:

  • Delivery is refused;

  • The recipient is unavailable;

  • The parcel is not collected;

  • Customs charges are not paid;

  • The address is incomplete; or

  • The carrier cannot complete delivery.

If the parcel is returned for a reason not caused by Vorxenalia, shipping, handling, customs, and return-related charges may be deducted from any eligible refund, where permitted by law.

18. Promotional and Bundle Orders

If a product was purchased as part of a bundle, gift promotion, quantity discount, or “Buy More, Save More” offer, the refund may be recalculated based on the products retained.

Where a free gift or promotional item was included, it may need to be returned with the qualifying products.

If the promotional item is not returned, its value may be deducted from the refund where permitted by law.

Products purchased with a discount remain subject to this Policy unless they were clearly marked Final Sale.

19. European Economic Area and Other Statutory Rights

If you are a consumer in the European Economic Area or another jurisdiction that provides a mandatory cooling-off period for distance purchases, you may have the right to cancel an eligible purchase within the statutory period without providing a reason.

For eligible European Economic Area purchases, this period is generally 14 days after you, or a person designated by you, receives the goods.

To exercise this right, email support@vorxenalia.com with a clear statement that you wish to withdraw from the purchase.

You must return the product within the period required by applicable law after notifying us. Unless the product is defective or local law provides otherwise, you may be responsible for the direct cost of returning it.

We may withhold reimbursement until the product is received or until you provide acceptable evidence that it has been returned, where permitted by law.

The withdrawal right may not apply to certain products, including customized goods, rapidly perishable goods, and qualifying sealed hygiene products after unsealing.

This section does not replace any additional mandatory warranty, conformity, refund, repair, replacement, or cancellation right available under local law.

20. Abuse of the Return Process

We may refuse a return request where there is reasonable evidence of:

  • Return fraud;

  • Repeated abuse of promotional offers;

  • Deliberate product damage;

  • Substitution of a different product;

  • False claims;

  • Altered return tracking; or

  • Other dishonest or unlawful activity.

We may also restrict future transactions or take appropriate legal action where necessary.

This provision will not be used to prevent a customer from exercising a legitimate statutory right.

21. Contact Information

For return, exchange, cancellation, or refund assistance, contact:
Vorxenalia
Operated by: Brenvald Hongkong Limited
Email: support@vorxenalia.com
Phone: +1 (775) 402-8941
Company Address: RM 2105 TREND CTR, 29–31 CHEUNG LEE ST, CHAI WAN, HONG KONG

The company address above is provided for business correspondence. It is not automatically the authorized return address.

Please contact our customer support team and obtain return authorization before shipping any product