Refund policy
At VortexAwe™, your satisfaction is our priority. If there is any issue with your order, our support team is here to assist you and provide a fair and timely solution.
1️⃣ How to Request Support
To receive assistance, please contact us and provide:
• Your order number
• A brief description of the issue
• Clear photos or a short video (especially for damaged or defective items)
2️⃣ Eligible Support Cases
Each case is reviewed individually. Depending on the situation, we may offer:
• Replacement (reshipment)
• Partial refund
• Full refund
Common eligible cases include:
✔️ Item arrived damaged
✔️ Item is defective or not functioning properly
✔️ Wrong item received
✔️ Missing item, parts, or accessories
3️⃣ Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible — ideally within 48 hours of delivery.
For most products, issues must be reported within 30 days of delivery to qualify for after-sales support.
4️⃣ Shipping Delays (Extended Transit Time)
If tracking is inactive or your package is significantly delayed, we will investigate and assist you.
General handling guidelines used by our logistics partners:
• USA: After 45 days from warehouse dispatch
• Other countries: After 60 days from warehouse dispatch
5️⃣ Marked “Delivered” but Not Received
If tracking shows “Delivered” but you did not receive the package, additional verification may be required.
In some cases, we may request an official non-delivery certificate from your local post office (with stamp/seal).
6️⃣ Returns (If Required)
Most cases are resolved without requiring a return. If a return is necessary, prior approval is required.
Important notes:
• International returns may be costly and time-consuming
• Approved returns may be sent to a partner warehouse
• Items must be shipped within 30 days after approval
⚠️ Returns sent without authorization cannot be accepted.
7️⃣ Non-Eligible (Change-of-Mind Cases)
We are unable to approve refunds or returns for:
✖️ Change of mind / no longer wanted
✖️ Incorrect item or size ordered by customer
✖️ Incorrect shipping address provided
8️⃣ Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns for:
• Used or opened hygiene/wellness products
• Items showing signs of wear, damage, or modification
• Customized or personalized items
• Clearance or final-sale products
• Consumable or perishable goods
9️⃣ Exchanges
For the fastest exchange process, we recommend:
1️⃣ Return the original item (if approved)
2️⃣ Place a new order after the refund is completed
🔟 EU Customers — 14-Day Withdrawal Right
Customers in the European Union have the right to withdraw within 14 days of receiving unused items in original packaging (proof of purchase required).
⚠️ This does not apply to unsealed hygiene or health-related products.
1️⃣1️⃣ Refund Processing
Once approved, refunds are issued to the original payment method within 10 business days after confirmation or inspection.
Please note that bank and payment provider processing times may vary.
If you are experiencing any issues or need further assistance, please do not hesitate to contact our support team at Support@vortexawe.com We are here to help.