1. RIGHT OF WITHDRAWAL - 14 DAYS

1.1 A consumer who has concluded a distance contract may withdraw from the contract within 14 calendar days without giving any reason and without incurring any costs, with the exception of the costs referred to in point 8.8 of the Regulations. It is sufficient to submit the declaration before the deadline for it to be kept. A declaration of withdrawal can be made, for example: in electronic form by e-mail to: sales@vortexvr.it

1.2. An example of a withdrawal form can be found in Annex 2 of the Consumer Rights Act and also in paragraph 11 of the Regulations (terms of service). The consumer can use the form, but it is not mandatory.

1.3. The seller is obliged to reimburse to the consumer immediately, at the latest within 14 calendar days from the receipt of the consumer's declaration of withdrawal, all payments made by the consumer, including the costs of delivery of the product (with the exception of additional costs resulting from the fact that the consumer has chosen a delivery method other than the cheapest regular delivery method available in the online store). The seller must reimburse the payment using the same payment method used by the consumer, unless the consumer has expressly authorised another method of reimbursement that does not entail any costs for the consumer. If the seller has not offered to collect the product from the consumer himself, the seller may withhold the reimbursement of the payment received from the consumer until he has received the product back or the consumer has provided proof that the product has been returned, whichever occurs first.

1.4 The consumer is obliged to immediately return the product to the seller, at the latest within 14 calendar days from the day the consumer withdraws from the contract, or hand it over to a person authorised by the seller to receive it, unless the seller has offered to collect the product himself. To meet the deadline, it is sufficient to return the product before it expires. The consumer can return the product to our warehouse.

1.5. The consumer shall be liable for any reduction in the value of the product resulting from the use of the product beyond what is necessary to establish the nature, characteristics and functioning of the product.

2. HOW?

You make your return by contacting us, via email sales@vortexvr.it, with the order number, your email that you used when ordering and a picture of the product you want to return and an explanation. Explain why you want to return the item and include pictures if there is something wrong with the item or if the packaging is broken.

You are only liable for the reduced value of the goods as a result of handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

If anything is unclear or if you have further questions, please contact our customer support team:

Email: sales@vortexvr.it

EU Warehouse & Returns Address:
VortexVR- Completio
ul. Jedrzejowska 47
93-636 Lodz, Poland

3. REFUND

After the customer has returned the item to us, and we have verified its condition via open purchase or after a return is accepted, we will transfer your money via the same payment channel you as a customer have used, i.e. credit card, VISA, MasterCard, AmericanExpress, Apple Pay, Google Pay, Klarna or PayPal.

For credit card payments, it may take 5 to 10 working days for a refund to appear on your credit card statement.

Refunds are issued within 14 days of VortexVR receiving and processing your return depending on the payment method you used at the time of purchase.
If the product is damaged in any way by the customer or if you have initiated the return after 14 calendar days from the date you received the item, you are not entitled to a refund.

For orders sent by DHL, PostNord or UPS, the customer must report damage or missing parts on the same day if they are visible, within 7 days if the defects are not visible outside.