At Deals Vidaxl Store, we’re committed to making your holiday season as magical and stress-free as possible. We want you to be completely delighted with your Christmas decorations, tree stands, ornaments, and lighting products. If for any reason you’re not satisfied with your purchase, our hassle-free returns and exchanges policy is here to help.

Return & Exchange Timeframe

We accept returns and exchanges within 15 days of you receiving your items. Please note that all returned items must be in their original condition – unused, unassembled, and in their original packaging with all tags attached.

Non-Returnable Items

To ensure the health and safety of all our customers, we cannot accept returns or exchanges on the following products:

  • Personalized or custom-made holiday ornaments
  • Opened Christmas lighting sets and light ropes/strings
  • Used Christmas tree stands
  • Any seasonal decoration that has been assembled or installed

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order
  2. Provide your order number and reason for return/exchange
  3. We’ll email you a Return Authorization Number and instructions
  4. Package the item securely with all original packaging and include the Return Authorization Number
  5. Ship the package to our returns address (provided in your authorization email)

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.

Refund Processing

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days
  • The refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • You will receive an email confirmation once your refund has been processed
  • Please allow additional time for your bank or credit card company to process the refund (typically 3-10 business days)

Exchange Processing

For exchanges:

  • We will ship your replacement item once the original return is received and inspected
  • If the exchange item is of higher value, we will invoice you for the difference
  • If the exchange item is of lower value, we will refund the difference to your original payment method

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Deals Vidaxl Store Team,

I would like to request a [return/exchange] for my recent purchase.

Order Number: [Your Order Number]

Product Name: [Product Name]

Reason for Return/Exchange: [Please describe your reason]

Preferred Solution: [Refund/Exchange for [Product Name]]

Please send me the return authorization and instructions at this email address.

Thank you,

[Your Full Name] [Your Phone Number]

Defective or Damaged Items

If your item arrives damaged or defective, please contact us immediately at [email protected] with photos of the damage and your order number. We will arrange for a replacement or refund and provide a prepaid shipping label for returns of defective items.

Need Help?

Our customer service team is here to make your holiday shopping experience joyful and worry-free. Contact us at:

Email: [email protected]

Address: 56 Gaffney Street, SOUTH MELBOURNE, AU 3205

We typically respond within 24-48 hours during business days.