Refund policy
If your purchase doesn’t meet your expectations, we are here to help. Please read this Return, Exchange and Refund Policy carefully as different circumstances may lead to different resolutions.
1. Exchanges
We do not offer exchanges. We recommend initiating a return for the purchased item and subsequently placing a new order for the desired product.
2. Change of mind returns
You have fourteen (14) days after receiving your item to request a return. The 14-day cancellation period starts the day the goods are in your possession. Weekends and public holidays are included in the 14 days. This 14 day window is a chance for you to inspect the purchased items the way you would do if the said items were sold in a physical store. Please therefore note that if you handle the purchased items beyond what is necessary in order to establish their nature, characteristics and functioning (as they would be handled in a retail shop), and if your handling diminishes the value of the purchased items in any way, we are entitled to diminish the return purchase price accordingly. We reserve the right to reject return requests outside the specified return window. Please note that the following sections apply solely to change of mind returns, and do not affect your right to refund a defective product within the warranty period.
How to return
To start a return, you can contact us using Live Chat or by emailing store@expressvpn.com with the receipt or proof of purchase received via email.
If your return is accepted, we’ll send you instructions on how and where to send your package. Return requirements and processing time may vary depending on your location.
Please note that customers outside the United Kingdom or European Union are required to bear the cost of the returned shipment.
Returned items will not be accepted if:
- They are sent back to us without first requesting a return.
- They are sent via cash on delivery.
- They are sent anywhere other than the address we provide.
- They are different from your purchase, or if you misrepresented the condition of the returned item.
You bear the risk for the package/goods until we receive it.
We encourage you to save the postal receipt as well as any tracking number of your returned item in case of freight damage or loss by the carrier.
Return packaging
Products must be returned in the original packaging and securely wrapped. Missing and/or damaged original packaging (excluding the shrink wrap) or other parts/accessories constitutes a reduction in value.
Condition of the item upon return
You are liable for any deterioration in the value of the goods due to negligence, misuse, tampering, or handling other than what is necessary to determine the nature, characteristics, and functionality of the goods.
Refunds
We will refund the purchase amount, including delivery costs, once we have received the item from you and inspected it. You will be refunded by the same method you used to pay. Please remember it can take some time for your bank or credit card company to process the refund.
We reserve the right to withhold a partial refund or decline a refund altogether if the returned item is found to be damaged because of customer negligence, misuse or tampering, or missing parts upon return. This decision is at our discretion and is subject to assessment based on the condition of the returned product.
3. Replacement of defective products
If your item is proven to be defective and within the warranty period, we will replace it free of charge according to this section. See the warranty terms for more information.
Replacement process
To start the replacement of a potentially defective product, you can contact us using Live Chat or by emailing store@expressvpn.com with the receipt or proof of purchase received via email. Our team may ask you for information on the alleged defect, pictures, and other information to help us determine the best course of action.
During this process, we may request that you send the product back to us for further examination. If we do so, we will provide you with instructions on how and where to send your defective product. We will bear the costs of shipping the defective product back to us.
Return requirements and processing time may vary depending on your location.
Defective products must be securely wrapped to avoid damage during the return process and returned with all parts and accessories.
We reserve the right to refuse to replace an item that is damaged as a result of customer negligence, misuse or tampering. Our decision regarding the defectiveness of the product and the eligibility for replacement is final. Refunds are not permitted.