Refund/Return Policy

At sexylia, we stand behind the quality of our products and are committed to your satisfaction. If you are not entirely happy with your purchase, we’re here to help. Please review the following policy outlining the terms for returns and refunds.

1. Eligibility for Returns & Refunds
To be eligible for a return and refund, the following conditions must be met:

  • The request must be initiated within 14 days of the delivery date.

  • The product must be in its original, unopened, and unused condition, with all seals, packaging, and accessories intact.

  • The product must be in its original resalable condition, free from any damage, marks, or signs of use.

  • You must provide your original order number and proof of purchase.

Please Note: For hygiene and safety reasons, we cannot accept returns or issue refunds for any:

  • Opened or used e-liquid bottles, disposable vapes, or pods.

  • Products with broken seals or tampered packaging.

  • Devices that have been activated or used.

2. Non-Returnable Items
The following items are strictly final sale and not eligible for return or refund:

  • Any product that has been opened, used, or tampered with.

  • E-liquids, disposable devices, and pods (once the packaging seal is broken).

  • Products purchased during a final sale or clearance event, unless defective.

3. Return Process
To initiate a return, please follow these steps:

  1. Contact Us: Within the eligible timeframe, email our customer service team at sexylia@outlook.com with your order number and reason for return. Please do not ship items back without prior authorization.

  2. Receive Instructions: Once your return request is approved, we will provide you with a Return Authorization Number and detailed instructions on where and how to ship the item.

  3. Ship the Item: Carefully package the unused product in its original packaging, including all accessories and documentation. Please include the Return Authorization Number inside the package. Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.

  4. Inspection & Refund: Once we receive and inspect the returned item, we will notify you of the status. If approved, your refund will be processed to your original method of payment within 7-10 business days. Please note that shipping fees are non-refundable.

4. Defective or Incorrect Items
We take great care to ensure every order is accurate and in perfect condition. If you receive a defective item or an incorrect product:

  • Please contact us within 48 hours of delivery at sexylia@outlook.com with your order number, photos, and/or a video clearly showing the issue.

  • We will evaluate the situation and, if validated, provide a prepaid return label or arrange for a replacement or refund at no extra cost to you.

5. Refund Timeline

  • Once your return is received and approved, the refund process will begin immediately.

  • Refunds are issued to the original payment method used for the purchase. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider, typically within 5-15 business days after processing.

6. Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process to receive a refund, and then place a new order for the desired product on our website.

7. Questions & Support
If you have any questions about our Refund & Return Policy or need assistance with a return, our customer support team is happy to help.

Contact Us:
Email: sexylia@outlook.com
Phone: +852 2314 5678
Hours: Monday – Friday, 9:00 AM – 6:00 PM (HKT)

We value your trust and aim to resolve any concerns fairly and promptly. Thank you for shopping with sexylia.