Refund policy

At Vortessa, customer satisfaction is our highest priority. We want every purchase to meet your expectations. If for any reason you are not completely satisfied with your order, we're here to help with a simple and transparent return process.

30-Day Return Policy

We proudly offer free returns and refunds within 30 days of receiving your order.

To qualify for a return, products should:

  • Be returned within 30 calendar days after delivery.
  • Be unused or only minimally used.
  • Be returned in their original packaging whenever possible.
  • Include all accessories and original components.

Products showing excessive wear, intentional damage, or misuse may not qualify for a refund.

Free Return Shipping

Customers approved for a return will receive instructions from our support team. If a return shipping label is required, it will be provided at no additional cost whenever applicable.

Please do not return products without contacting us first, as this may delay the processing of your request.

Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

To speed up the process, please include:

  • Your order number
  • A brief description of the issue
  • Clear photos showing the product and packaging

We'll review the information and arrange an appropriate solution as quickly as possible.

Lost Packages

If your shipment appears to be delayed or lost during transit, please contact us. We'll investigate the shipment with the carrier and provide either a replacement or a full refund when appropriate.

Refund Processing

After your returned item has been received and inspected, we'll notify you regarding the status of your refund.

Approved refunds are issued back to your original payment method.

Most financial institutions process refunds within 5–10 business days, although processing times may vary depending on your payment provider.

Order Cancellation

Orders may be canceled before they have entered processing or shipment.

If an order has already been shipped, it will need to follow our standard return procedure after delivery.

Exchanges

If you would like a different color or product variation, please contact us. We'll gladly help arrange an exchange whenever inventory is available.

Contact Information

If you have any questions regarding returns or refunds, please contact:

Email: support@vortessa.cyou

Phone: +1 (604) 224-1032

Business Address: 57-11720 Cottonwood Dr, Maple Ridge, BC V2X 0G7, Canada