Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return if your item is defective, damaged, or if you received the wrong product.
Returns
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You must also provide the receipt or proof of purchase.
To request a return, please contact us at support@vortane.store. If your return is approved, we will provide you with a return shipping label and instructions on how and where to send your package.
Returns sent without first contacting us and receiving approval will not be accepted.
For any questions regarding returns, please contact us at support@vortane.store.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as you receive it. If your item is defective, damaged, or you receive the wrong item, contact us immediately at support@vortane.store so we can evaluate the issue.
If we determine that the product is defective or that we made an error with your order, we will offer either:
- A replacement item at no additional cost, or
- A full refund to your original payment method.
Exchanges
If you would like a different item, the quickest way is to request a return (if eligible) and place a new order once your return has been approved.
Non-Returnable Items
The following items cannot be returned:
- Perishable goods (such as food, flowers, or plants)
- Custom or personalized products
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
- Sale items
- Gift cards
If you have questions about whether your item is eligible for return, please contact us before making a purchase.
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you may have the legal right to cancel or return your order within 14 days of receiving it, in accordance with applicable consumer protection laws. To qualify, the item must be unused, in its original condition and packaging, with tags attached, and accompanied by proof of purchase.
This statutory right does not apply to products that are exempt under applicable law, such as personalized items or sealed goods that are not suitable for return once opened.
Refund Policy
We do not offer refunds for change of mind, incorrect orders placed by the customer, or any reason other than receiving a defective, damaged, or incorrect product.
Refunds are issued only when:
- The product is confirmed to be defective or damaged upon arrival.
- You receive the wrong item due to our error.
- A replacement cannot be provided when applicable.
If your refund is approved, it will be processed to your original payment method within 10 business days after we receive and inspect the returned item. Please note that your bank or credit card provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at support@vortane.store.