User Account
For safety and security, each customer is allowed to create only one registered account by default. For customers who attempt to create several accounts, we reserve the right to suspend accounts without further notice.
In accordance with Customs regulations customers must provide valid and accurate data. All consignee names, address and payer's name should be valid. In certain countries the consignee may have to submit their ID or passport to clear the package or for payment verification purpose. Customers are solely responsible for the accuracy of data that they provide to Vortrixe. Should any information be incorrect and prevent any shipment or deliveries or customs clearance, Vortrixe will not be held responsible and will not offer any compensation in such cases.
Vortrixe will always comply with the law, and we kindly remind users to do the same. As the importer, customers are responsible to comply with all laws and regulations in their own countries. Please refer to our privacy policy for more information.
Ordering
Given the popularity and/or supply constraints of some of our products, Vortrixe may have to limit the number of products available for purchase. Vortrixe reserves the right to change quantities available for purchase at any time, even after you place an order.
Order Cancelation
Customers can cancel their order at any time prior to shipping; please contact our Support Center. However, once the order has been dispatched, the order cannot be canceled, changed, or refunded. Upon receipt of the package, our Warranty and Returns policy comes into effect.
SHIPPING AND DELIVERY
Shipping times displayed on Vortrixe refer to the estimated time it takes for packages to leave our hands. Since the actual delivery of your order can be impacted by many events beyond Vortrixe's control once it leaves our facilities, we suggest that if customers have a special occasion or event that they wish to use their item for, such as a birthday, that they order their items well in advance. Vortrixe cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth shopping experience.
If your package has a shipping issue, Vortrixe will send you a replacement package free of charge. If the item is no longer in stock, we will offer you a refund option.
Vortrixe provides information via banners on our site and through newsletters to customers, that provide details of shipping delays due to the Christmas peak season, and encourages customers to order in advance. We can therefore not be held responsible if a customer does not receive their order in time for Christmas.
There may be occasions when Vortrixe confirms your order but subsequently learns that it cannot supply the ordered product. In the event we cannot supply a product you ordered in a timely fashion, Vortrixe will contact customers and offer to cancel the order and refund the purchase cost in full.
We try to make the delivery process as simple as possible and we are able to send your order either to your home or to your workplace. We can ship to PO Boxes via all shipping methods, except for expedited shipping methods, as signatures are required upon delivery. Express shipments of this type can only be delivered to physical addresses.
Shipping and delivery times are calculated in working days from Monday to Friday. In the case of major holidays such as Christmas and the Chinese Lunar New Year, please allow extra delivery time. During those special occasions we will provide notices to reflect possible delays.
Customers are responsible for providing complete and accurate shipping addresses. Vortrixe cannot make changes to your shipping address once a package has been shipped, and Vortrixe is not liable for packages lost due to incomplete or inaccurate addresses.
Vortrixe cannot be held responsible for any package that does not make it through the local customs and is destroyed due to the item being illegal in the destination country. Customers are solely responsible for complying with their local laws. We can also not be held responsible for any import tax that may occur and it is the customer's sole responsibility to pay this fee, if any. Kindly note that shipping insurance does not cover any customs issues, including but not limited to, goods being destroyed or confiscated due to their illegal status in any given destination country.
Should the buyer refuse the package due to import duties or taxes, the buyer takes full liability for all the costs involved in the process.
All orders reported as "delivered" by shipping companies are considered delivered. Vortrixe cannot be made liable for non-delivery in this case.
If a delivery fails for any reason and the address sent to was the correct address as provided by the customer, Vortrixe cannot be held liable if a package is returned.
Whatever the customer orders is what we ship. We cannot be held liable for the customer receiving the wrong item if they placed the wrong order.
Exchange and Returns (Money Back Guarantee)
General Policy:
These are Vortrixe.com's Standard Return Policies applicable only to products purchased by you directly from the Vortrixe.com website. We will be responsible for returned shipping fee and customs.
All products can be requested for Return Merchandise Authorization within warranty of return.
All returns are effected after getting Return Merchandise Authorization.
If a product is defective before you start using it or is not working, you can return it to us within the validity warranty period (30 Days).
Warning: Products that are not eligible for return and will be sent back to you at your cost and expense if received by us:
- Any items not purchased from Vortrixe.com
- Any items without a valid, readable serial number, including but not limited to products with missing, damaged, altered, or otherwise unreadable serial number.
- The package has been received for more than 30 Days.
- Items returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the item
- Any items that exhibit physical damage, or damage caused by accidental breakage, misuse, or general wear and tear.
If items are lost while being returned, we will not be able to assist you. We recommend that you select a tracked shipping method to return the defective products.
The RMA Process & Three Easy Steps:
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Get RMA Authorization after you submit an RMA request by visiting https://vortrixe.com
How to get RMA Authorization:
Please send an email of the RMA request to service@vortrixe.com. We will respond to you within 1–2 business days. The RMA request should include the following information:
Order Number, SKU, the reason for return (please include images), whether you prefer a replacement or a refund, and any other related concerns.
Return Address:
No. 138 Taisha Road,
Wojie Technology Co., Ltd., Dongguan City, 523918
Guangdong Province, China
Phone: +1 (213) 841-9018
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Ship the return goods after you get the RMA authorization.
Once you ship the return goods, please ensure that the item includes the original packaging, accessories, and the return shipping address provided by Vortrixe customer service, along with the RMA authorization.
Note: Please provide a tracking number for the return shipment. Vortrixe.com is not responsible for any missing return shipment.
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Get the replacement or refund.
Vortrixe will arrange a replacement or refund upon receiving your return package within 1–3 business days. The money will be sent back to you within 3–5 business days. If you do not receive the refund after 5 business days, please contact us at service@vortrixe.com.
INCORRECT/DAMAGED GOODS
We try very hard to ensure that you receive your order in pristine condition. If you do not receive the products ordered, please contact us. In the unlikely event that the product arrives damaged or faulty, please contact us immediately.
PRICES
Prices and availability of items are subject to change without notice. The prices do not include V.A.T., import tax and duties, should your package become examined and deemed taxable by your local customs. Payment of these is the responsibility of the buyer.
PRIVACY NOTICE
Note: Newsletter subscription on the registration page is checked by default. Vortrixe respects customer privacy. Please read about our privacy policy here.
CUSTOMER CONDUCT
Although Vortrixe will always strive to resolve issues to the satisfaction of the customer in a professional, courteous and friendly fashion, we will not tolerate any unacceptable or unreasonable behavior towards our Customer Service Team members.
Unacceptable behavior directed towards Customer Service staff or Vortrixe may, for example, include any of the following:
- Aggressive, abusive and threatening behavior. Examples include: any and all direct or implied threats on any communication channel; intimidating language; personal and verbal abuse; sexist, racist, homophobic, or derogatory remarks; rudeness; inflammatory statements; swearing; and unsubstantiated allegations.
- Persistently making habitually demanding or vexatious complaints, despite the matter having been fully addressed; similarly, repeating complaints persisting despite reasonable and fair solutions being offered in accordance with our policies.
- Asking, expecting or demanding staff to breach established company policy guidelines, e.g. refund amount, timelines, special compensation, etc.; similarly, seeking an unrealistic outcome beyond the scope of our own policies and procedures.
- Repeatedly changing the nature (or focus) of a complaint or the desired outcome, part way, after a formal response has been provided.
- Excessive number of complaints compared to the total purchase value history.
- For such behavior, complainants may be advised and formally notified of the following:
- Their language is considered offensive, abusive, threatening, and wholly unacceptable.
- They must refrain from using such language, intimidation, and threats.
- There will be no further exchange of correspondence on the matter if they persist with this behavior.
Vortrixe reserves the right to no longer accept orders from the customer in the future without further notice.
