Return and cancellation policy

Return Policy

At Vortilo, we are committed to providing high-quality products and excellent customer service. If you receive a damaged or defective item, we will accept returns under the following conditions:

  • Eligibility: Returns are only accepted for items that are damaged or defective upon receipt. Size, fit, and style-related returns are not accepted.
  • Condition of the Item: The item must be returned in its original condition, including all tags. Returns will not be processed if the tags are removed or if the item shows signs of use.
  • Proof of Damage: To initiate a return for a damaged item, please provide clear photographic evidence and a video of the damaged part. This helps us verify the issue and process your return efficiently.
  • Return Window: Requests for returns must be submitted within 7 days of receiving your order. After this period, we will not be able to accept returns.
  • Return Process: To start the return process, please contact our customer support team with your order number, evidence of damage, and a brief description of the issue. Our team will guide you through the return process and provide instructions.

For any questions or to initiate a return, please reach out to our customer support team at:

 

Cancellation Policy

We understand that plans can change, and we aim to accommodate your needs. Orders can be cancelled within 1 hour of placing the order. After this period, cancellations will no longer be accepted as the process begins promptly.

To request a cancellation within the 1-hour window, please contact our customer support team immediately with your order details.

Thank you for your understanding and cooperation.