Last updated: 09.24.2026
At VEXDROP we want every order to work exactly as described. If something goes wrong, we fix it. This policy explains when replacements and refunds are possible.
1. Our warranty
Every product comes with the warranty period stated on its product page. If a product does not work as described within that period, we will first try to replace it. If a replacement is not possible, you receive a refund.
2. When you are eligible
A replacement or refund is possible if:
- the product does not work as described on the product page, or
- the product was not delivered within a reasonable time after the stated delivery time, or
- you received a different product than the one you ordered.
3. When a refund is not possible
A refund is not possible if:
- the product was delivered and works as described,
- you entered incorrect order details (e.g. a wrong username, profile link or region),
- the problem was caused after delivery by you or a third party, for example by sharing or changing login data, or by making a profile private during delivery,
- a third-party platform takes action against your account because of how you use the product,
- you simply changed your mind after delivery. For digital products, the EU right of withdrawal expires once delivery begins (see our Right of Withdrawal information).
4. How to request a replacement or refund
- Open a support ticket within the warranty period.
- Include your order ID, a short description of the problem and, if possible, a screenshot or other proof.
- Do not change or share the product while we investigate.
We review every request and usually reply quickly. We may ask for additional information to verify the problem.
5. How refunds are paid
Approved refunds are paid, at our choice or as agreed with you, either:
- as store balance on your VEXDROP account, or
- back to the original payment method. For cryptocurrency payments, the refund amount is based on the order value in the shop currency; network fees may apply.
6. Chargebacks
Please contact support before opening a chargeback or payment dispute — we resolve almost every issue quickly. For delivered orders, we provide proof of delivery and of your consent at checkout to the payment provider. Orders and accounts involved in unjustified chargebacks may be blocked from future purchases.
7. Statutory rights
This policy does not limit your statutory rights as a consumer, in particular your rights in case of defects.
8. Contact
[email protected] or via a support ticket in the Shop.
