Refund policy

At Pumpvexa, we want you to feel confident when shopping with us. We understand that sometimes a product may not meet your expectations. This Return & Refund Policy explains the conditions and procedures for returns, exchanges, damaged items, and refunds.

1. Return Eligibility

We accept eligible return requests within 30 days of the date your order is delivered.

To qualify for a return, the item must:

  • Be unused, unassembled where applicable, and in its original condition.

  • Be returned with its original packaging, accessories, assembly hardware, and included components where reasonably possible.

  • Include proof of purchase, such as an order number or order confirmation.

Products that have been damaged through improper use, incorrect assembly, unauthorized modifications, or normal wear and tear are generally not eligible for returns.

Your statutory consumer rights remain unaffected.

2. How to Request a Return

To request a return, please contact our customer support team at:

Email: service@pumpvexa.com

Please include your order number, the product you wish to return, and a brief explanation of your request.

If the item arrived damaged, defective, or incorrect, please include clear photographs showing the issue.

Our support team will review your request and provide return instructions, including the appropriate return address when applicable.

Please do not send items back without contacting us first. The return address may differ from our business or registered address.

For large furniture items, please contact us before arranging return transportation, as special packaging or shipping arrangements may be required.

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as reasonably possible at service@pumpvexa.com.

After reviewing the issue, we will arrange an appropriate resolution, which may include a replacement, refund, or return.

When the problem is caused by our error or a confirmed product defect, Pumpvexa will cover reasonable return shipping costs where a return is required.

4. Returns for Personal Reasons

If you wish to return an eligible product because you changed your mind, ordered the wrong item, or no longer need it, you may request a return within the 30-day return period.

For returns that are not caused by a product defect or an error on our part:

  • Customers are responsible for return shipping costs.

  • Original shipping fees are generally non-refundable unless required by applicable law.

  • We recommend using a trackable shipping service.

Please note that return shipping costs may vary depending on your location, shipping carrier, and the size and weight of the product.

Large furniture items, including tables, chairs, cabinets, and shelving units, may require additional return shipping arrangements.

5. Non-Returnable Items

Certain items may not be eligible for return, including:

  • Gift cards.

  • Personalized or custom-made products, unless defective or incorrectly supplied.

  • Products that have been used, assembled, altered, or damaged after delivery, except where consumer protection laws provide otherwise.

  • Items that cannot be returned for hygiene or safety reasons after opening, where permitted by applicable law.

Any product-specific return restrictions will be communicated on the relevant product page where applicable.

These exclusions do not limit your legal rights regarding defective, damaged, or incorrectly supplied goods.

6. Refund Processing

Once we receive and inspect your returned item, we will notify you of the refund decision.

If approved, your refund will be issued to your original payment method, generally within 5–10 business days after approval.

The time required for the refund to appear in your account may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us.

7. Exchanges

If you would like to exchange an item for a different size, color, or variation, please contact us to confirm availability and eligibility.

Exchanges are subject to product availability.

If a direct exchange is unavailable, we may recommend returning the eligible item and placing a new order.

For defective or incorrectly supplied products, we will provide an appropriate resolution in accordance with applicable consumer protection laws.

8. Order Cancellations

If you need to cancel or modify an order, please contact us as soon as possible at service@pumpvexa.com.

We will try to accommodate your request if the order has not yet been processed or shipped.

Once an order has shipped, cancellation may no longer be possible. You may instead request a return after delivery, subject to this policy.

9. Lost or Missing Packages

If your order has not arrived within the estimated delivery period, please contact our support team.

We will review the available tracking information and assist with investigating the shipment.

If a package is confirmed lost in transit, we will provide an appropriate resolution based on the circumstances and applicable consumer protection laws.

10. Contact Us

If you have any questions about returns, exchanges, or refunds, please contact us.

Brand: Pumpvexa

Website: https://pumpvexa.com

Customer Support Email: service@pumpvexa.com

Legal Company Name: HK SYNOQI ORIGIN LIMITED

Registered Business Address: Room 5065, 5/F, Yau Lee Centre, 45 Hoi Yuen Road, Kwun Tong, Hong Kong

Support Hours: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)

We are happy to assist you with your order and help resolve any concerns.