VEX / CUSTOMER CARE
Returns & Refunds
Effective November 1, 2026. These terms describe VEX's voluntary return process for orders shipped within Canada. Your rights under applicable consumer protection law always take priority over any more restrictive term below.
1. Request a return or exchange
For a change of mind, fit issue or other voluntary request, please contact VEX within 7 calendar days after delivery. Include your order number, item, size, reason for the request and any relevant photos. We review voluntary returns based on the reason and the condition of the item. A request does not automatically mean that a return is approved.
For voluntary returns, items should ordinarily be unworn, unwashed and in original condition, with any original tags and packaging where reasonably possible. This condition requirement does not limit your rights if an item is defective, incorrect or otherwise covered by consumer law.
Please do not mail any items before VEX confirms the return instructions and Canadian return address. We will provide the appropriate shipping address and instructions when your return is authorized.
2. Exchanges and return shipping
Exchanges: VEX covers the reasonable shipping costs for approved exchanges, including shipping the replacement item, subject to availability. If your requested replacement is unavailable, we will discuss an appropriate alternative, including a refund where applicable.
Voluntary returns: Responsibility for return shipping is reviewed individually based on the reason for return. We will explain the applicable return-shipping arrangement before you send an item, and you can decide whether to proceed with a voluntary return.
Wrong, damaged or defective items: Contact us promptly and provide your order details and photos when possible. We will address the issue and cover return shipping when VEX is responsible or where required by law. Your statutory remedies remain available.
VEX does not charge a restocking fee. Original shipping charges are generally not refunded for an approved change-of-mind or personal-preference return, unless required by law or specifically confirmed by VEX.
3. Refund processing
For an approved voluntary return, after we receive and inspect the returned item, we will notify you of the decision within 5 business days. When approved, we will initiate the refund to the original payment method within that same 5-business-day period; your bank or payment provider may take additional time to reflect the credit. Applicable taxes on refunded items will be handled as required.
For a cancellation or refund required by applicable consumer protection law, we will follow the statutory timeline and refund requirements instead of the voluntary-return process above. For example, Alberta internet-sales cancellations may require the seller to refund amounts paid within 15 days after valid cancellation.
4. Paid pre-orders and delays
DROP 001 is currently in the preview and launch-notification stage; the site does not yet accept paid pre-orders. Before any paid pre-order is offered, VEX will disclose the expected customer dispatch window, payment terms and cancellation options. VEX plans to order stock from its international supplier only after the pre-order window closes, and then inspect and dispatch customer orders from Canada. Supplier-to-VEX shipping estimates are not customer delivery guarantees.
If a pre-order delivery estimate changes, VEX will contact affected customers with a revised estimate and explain applicable options. For cancellation before shipment, contact us with the order number. Any voluntary cancellation terms will be made clear before checkout; statutory cancellation rights apply regardless of those terms, including rights that arise from delayed delivery or missing required disclosures.
5. How to contact VEX
Start a request using our Customer Support form. Please include your order number, relevant items and reason for contacting us. Do not return an item to a business or residential address unless VEX has provided that address for your approved return.
See our Shipping & Delivery Policy and FAQ for related information. Nothing on this page excludes or restricts non-waivable rights under applicable law.