Refund Policy

At Drexello, we want you to be happy with your purchase. This Refund Policy explains how we handle situations where something goes wrong with your order.

1. Product Issues

If you receive a product that is damaged, defective, faulty, significantly not as described, or if you received the wrong item, please contact us as soon as possible at support.drexello@gmail.com. To help us resolve the issue quickly, please include:

Your order number
A clear description of the issue
Photos or videos showing the problem with the product (and packaging, if relevant)

Our team will review each case individually and work with you to find a fair resolution, which may include a replacement, store credit, or a refund, depending on the situation.

2. Change of Mind

Because our products are shipped directly and specifically to fulfill your order, we are unable to accept returns or offer refunds simply due to a change of mind, ordering the wrong size or color by mistake, or no longer wanting the item. We encourage you to review product descriptions, sizing charts, and images carefully before completing your purchase.

3. Non-Returnable Items

Certain items may not be eligible for return or refund, including but not limited to:

Items marked as final sale
Personal care or hygiene-related products, once opened
Products that have been used, altered, or damaged after delivery by the customer

4. How to Report a Problem

If you experience any issue with a product you've received, simply reach out to our support team at support.drexello@gmail.com and let us know what happened. We review every message personally and aim to respond as quickly as possible with next steps.

5. Refund Processing

If a refund is approved, it will be issued to your original payment method. Please note that depending on your bank or payment provider, it may take some additional time for the refunded amount to appear in your account after we process it on our end.

6. Order Cancellations

If you need to cancel an order, please contact us at support.drexello@gmail.com as soon as possible. If the order has not yet been processed or shipped, we will do our best to cancel it and issue a full refund. Once an order has been shipped, it can no longer be cancelled.