Refund policy

Last updated: September 2026

1. 30-day returns

If you change your mind, you can return any unused product in its original, undamaged packaging within 30 days of delivery. We refund the full product price. Return shipping for change-of-mind returns is at your cost unless the item is faulty or we sent the wrong product.

2. How to return an item

• Email info@vertoxlabltd.xyz with your order number and the item you wish to return.
• We reply within one working day with a returns reference and the return address.
• Pack the item securely and send it using a tracked service. Keep your proof of postage.
• Refunds are issued to the original payment method within 5 working days of receiving the item, and usually appear on your statement within a further 3 to 5 working days depending on your bank.

3. Faulty or incorrect items

If an item arrives damaged, is faulty, or is not what you ordered, contact us within 48 hours of delivery with a description and a photo where possible. We will send a replacement at no cost and arrange collection or provide a prepaid return label. If you prefer a refund instead of a replacement, that is fine too.

4. Warranty claims after 30 days

All hardware is covered for 24 months from delivery against manufacturing defects. If a product fails under normal use during that period, contact us with your order number and a description of the fault. We will either replace the product or, if it is no longer available, offer an equivalent product or a refund.

The warranty does not cover physical damage, liquid damage, damage caused by non-compliant chargers or cables, or issues caused by the limitations of connected devices.

5. Your statutory rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013, including the right to cancel a distance purchase within 14 days of receipt.

6. Cancelling before dispatch

If you need to cancel an order before it ships, email us as soon as possible. If the order has not yet been dispatched we will cancel it and refund you in full. If it has already been dispatched, you can return it under the 30-day policy above.

7. Contact

VERTOX LAB LTD, 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE. Email info@vertoxlabltd.xyz or call +44 7309 338495 (Monday to Friday, 9:00 to 17:30).