Refund policy

Last Updated: July 28, 2026

At Garena Store, we are committed to ensuring you have a seamless and satisfying shopping experience. If you are not entirely happy with your purchase, we are here to help. Please read our comprehensive Return and Refund Policy carefully.

1. RETURN POLICY
You have 7 calendar days to return an eligible item from the date you received it. 

To be eligible for a return, your item must meet the following criteria:
* Condition: The item must be unused, unworn, unwashed, and in the exact same condition that you received it.
* Packaging: It must be in the original packaging with all brand tags, labels, and protective hygiene stickers still attached.
* Proof of Purchase: A receipt, order confirmation email, or proof of purchase is required to complete your return.

2. HOW TO INITIATE A RETURN
To ensure a smooth return process, please follow these steps:
* Step 1: Contact our support team at connectwithvexora@gmail.com within 7 days of delivery. Please include your Order Number, Full Name, and the Reason for the return. If the item is damaged, please attach clear photos of the defect.
* Step 2: Once your return request is reviewed and approved, we will send you detailed instructions on how and where to send your package. 
* Note: Items sent back to us without first requesting a return will not be accepted.

3. REFUNDS
Once your return is received at our facility, our quality check team will inspect it. We will send you an email to notify you that we have received your returned item, along with the approval or rejection of your refund.

If your return is approved, we will process your refund immediately. The refund will be credited based on your original payment method:
* Prepaid Orders (Credit/Debit Card, UPI, Net Banking): The refund will be credited back to your original method of payment.
* Cash on Delivery (COD) Orders: Refunds for COD orders cannot be processed in cash. We will process these via NEFT, UPI, or Bank Transfer. Our team will request your bank account details securely via email to initiate this transfer.

Please note: The original ₹50 COD fee (if applicable) and any initial shipping charges are non-refundable and will be deducted from your total refund amount.

4. LATE OR MISSING REFUNDS
Depending on your bank or credit card issuer, it may take 5 to 7 business days for the refund to officially post to your account. If you haven’t received a refund yet:
* First, check your bank account again.
* Then, contact your credit card company or bank, as there is often some processing time before a refund is posted.
* If you’ve done all of this and you still have not received your refund, please contact us at connectwithvexora@gmail.com.

5. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If you receive a defective, damaged, or incorrect item, please notify us within 48 hours of delivery at connectwithvexora@gmail.com. Please include clear photographs of the product and the packaging. We will evaluate the issue and make it right by offering a free replacement or a full refund, covering all associated return shipping costs for our error.

6. EXCEPTIONS / NON-RETURNABLE ITEMS
For hygiene and safety reasons, certain types of items cannot be returned. These include:
* Intimate apparel, innerwear, socks, and swimwear.
* Gift cards and downloadable software/digital products.
* Items marked as "Final Sale" or purchased during special clearance events.
Please get in touch if you have questions or concerns about the eligibility of your specific item.

7. EXCHANGES
We currently do not offer direct exchanges. The fastest way to ensure you get the item you want is to return the original item following the process above. Once the return is accepted and your refund is processed, you can make a separate purchase for the new item.

8. RETURN SHIPPING COSTS
Except in cases where you received a damaged or incorrect item, you will be responsible for paying your own shipping costs for returning your item. Return shipping costs are non-refundable.

If you are shipping an item over ₹2,000, we highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

9. CONTACT US
For any further questions regarding your return or refund, please reach out to our dedicated support team:
Email: connectwithvexora@gmail.com (Responses within 24 hours)
Support Hours: Monday - Saturday, 10:00 AM to 6:00 PM IST