1. Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer purchasing from us as a distance contract (i.e. online), you have the right to cancel your order within 14 calendar days of the day you receive the goods, without giving any reason.
The cancellation period expires 14 days after the day on which you, or a person nominated by you (other than the carrier), acquires physical possession of the goods.
2. How to Cancel
To exercise your right to cancel, you must inform us of your decision by a clear written statement. You may do this by:
- Sending an email to: mail-us-@vyxtoranchex.world
- Writing to us at: Vyxtoranchex, Unit SU306/307, Bull Ring Centre, Edgbaston St, Birmingham B5 4BU, United Kingdom
- Calling us on: +44 3300 582640
You may use the following model cancellation statement (this is not obligatory):
"I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*], ordered on [*] / received on [*], Name of consumer(s), Address of consumer(s), Signature of consumer(s) [only if this form is notified on paper], Date. [*] Delete as appropriate."
You must send your cancellation notice before the 14-day cancellation period has expired. You will receive confirmation of receipt of your cancellation by email.
3. Returning the Goods
After notifying us of your cancellation, you must return the goods to us without undue delay, and in any event no later than 14 days from the date on which you notified us of your decision to cancel.
The direct cost of returning the goods is your responsibility unless we agree otherwise in writing. We strongly recommend using a tracked postal service, as we cannot accept liability for goods lost or damaged in transit.
Please send returns to:
Returns Department — Vyxtoranchex
Unit SU306/307, Bull Ring Centre, Edgbaston St, Birmingham B5 4BU, United Kingdom
4. Condition of Returned Goods
Returned items must be:
- Unopened and in their original, undamaged packaging
- In the same condition as received — unused, with all seals intact
- Accompanied by proof of purchase (order confirmation or receipt)
For hygiene and safety reasons, we are unable to accept returns of products where the original seal has been broken or tampered with. This does not affect your statutory rights where goods are faulty or not as described.
5. Refunds
Once we have received and inspected the returned goods, we will process your refund within 14 days of:
- The day we receive the returned goods; or
- The day you provide evidence that you have sent the goods back to us (whichever is earlier)
Your refund will include the full product price. Standard delivery costs you paid at the time of purchase will also be refunded (up to the cost of the least expensive standard delivery option we offer). You will not be refunded for any premium or express delivery option if you chose one.
Refunds are made using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fee as a result of the refund.
6. Faulty, Damaged, or Incorrect Items
If you receive goods that are faulty, damaged in transit, or different from what you ordered, your statutory rights under the Consumer Rights Act 2015 apply. In these cases, you are entitled to a repair, replacement, or full refund, depending on the circumstances. Please contact us within 30 days of receipt using the contact details below and we will arrange a remedy promptly, at no cost to you.
7. Exceptions to the Right of Return
The following are not eligible for return or refund (in addition to goods with broken seals as noted above):
- Goods that have deteriorated or expired due to misuse or improper storage
- Custom or personalised orders (if applicable)
These exclusions are in addition to — and do not affect — your statutory rights where goods are faulty, not as described, or where a breach of contract has occurred.
8. Contact for Returns and Refunds
For all return and refund enquiries, please contact:
Vyxtoranchex
Unit SU306/307, Bull Ring Centre, Edgbaston St, Birmingham B5 4BU, United Kingdom
Telephone: +44 3300 582640
Email: mail-us-@vyxtoranchex.world
Our customer services team is available Monday to Friday, 9:00 am to 5:00 pm (GMT/BST). We aim to respond to all enquiries within 2 business days.
9. Alternative Dispute Resolution
If a dispute arises between us that we are unable to resolve directly, you may be entitled to use an Alternative Dispute Resolution (ADR) scheme. More information about ADR is available from the Citizens Advice Bureau (citizensadvice.org.uk) or the Competition and Markets Authority (gov.uk/cma).
The European Online Dispute Resolution platform is available at ec.europa.eu/consumers/odr for consumers in the European Union, though this may not apply to UK residents following EU exit. UK consumers can also raise concerns with the relevant trading standards authority.