Return and Refund Policy
SECTION A: GLOBAL RETURN POLICY (Non-EU / Non-EEA Residents)
This section applies strictly to all customers residing outside of the European Union and European Economic Area (e.g., United States, Canada, Asia, Australia, etc.).
1. 7-Day Return Window
If you change your mind about your purchase, you may request a refund within 7 days of purchase, or 7 days from the date of delivery for online orders. Requests received after this 7-day window will be rejected. [1]
2. Product Condition
All returned products must be completely unused, un-tampered with, and in pristine, original condition. We reserve the right to deny a refund if the item shows any signs of use or handling.
3. Applicable Restocking & Payment Processing Fees
For all change-of-mind returns or cancellations under this section, the customer must bear the operational costs of processing the transaction. The following fees will be deducted from your final refund amount:
- A 20% restocking fee based on the product purchase price.
- A 3.6% payment processing fee plus a $0.50 transaction fee (representing the non-refundable processing charges applied by Shopify).
4. Cancellations Before Shipping
Should you change your mind after placing an order and payment has been cleared, but before we have shipped your items, you may cancel your order. We will refund your payment less the non-refundable admin and payment provider processing fees (3.6% of the refund amount + $0.50 transaction fee).
5. Return Shipping and Free Gifts
- The customer is solely responsible for organizing and paying for the secure shipping of the items back to our facility.
- If your original purchase included any promotional items or free gifts, these must be returned in unused condition along with the main product. Failure to return free gifts will result in their retail value being deducted from your refund.
Vertix Global cannot refund, reimburse, cover, or otherwise be held responsible for any independent third-party fees not paid directly to us. This includes, but is not limited to:
- Local customs duties or import taxes levied at your regional border.
- Value Added Tax (VAT) collected by your local post or customs office.
- DHL Remote Area Charges or carrier-specific handling fees.
- Outbound or inbound shipping fees paid directly to external courier services.
7. How to Initiate a Return or Cancellation
To initiate a refund process for an online purchase under this section, you must send a clear statement via email to: refund-option@vertixglobal.com.
Once your request is evaluated against your regional terms, specific warehouse routing and shipping instructions will be communicated to you via email.
For Retail Purchases
Bring your proof of purchase and the unused product(s) to the retailer you purchased from within 7 days of purchase for your refund.
Note: Products and accessories or items provided when purchased, including any promotional gifts MUST NOT be used. All items must be returned to qualify for the refund as stipulated in the product user guide and/or notifications on any other media. Note that some conditions specific to your retailer for returns may apply.
SECTION B: EUROPEAN UNION / EEA MANDATORY RETURN POLICY
This section applies strictly to consumers residing within the European Union (EU) or European Economic Area (EEA) in accordance with the EU Consumer Rights Directive.
1. 14-Day Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire 14 days from the day on which you, or a third party indicated by you (other than the carrier), takes physical possession of the goods.
2. Handling, Inspection, and Diminished Value
You have the right to inspect and examine the goods to establish their nature, characteristics, and functioning, exactly as you would be allowed to do in a physical retail store.
- If a product is returned damaged, altered, or shows signs of wear extending beyond standard inspection limits, you will be held liable for the diminished value of the item.
- A corresponding compensation deduction (up to 100% of the item's value if rendered unsellable) will be subtracted from your final refund.
3. Full Reimbursement (No Added Fees)
If you withdraw from this contract within the 14-day window, we will reimburse all payments received from you.
- Zero Deductions: Unlike Section A, we will not deduct any restocking fees, admin fees, or Shopify transaction fees (3.6% + $0.50) from EU/EEA consumer refunds.
- Pre-shipment cancellations by EU/EEA consumers will also be refunded at 100% face value without any fee deductions.
4. Return Shipping and Free Gifts
- Direct Cost of Return: You must return the goods or hand them over to us without undue delay and no later than 14 days from the day you communicate your cancellation. You must bear the direct cost of shipping the goods back to us.
- All promotional items or free gifts attached to the purchase must be returned alongside the primary product.
Vertix Global cannot refund, reimburse, cover, or otherwise be held responsible for any independent third-party fees not paid directly to us. This includes, but is not limited to:
- Local customs duties or import taxes levied at your regional border.
- Value Added Tax (VAT) collected by your local post or customs office.
- DHL Remote Area Charges or carrier-specific handling fees.
- Outbound or inbound shipping fees paid directly to external courier services.
6. How to Initiate a Return or Cancellation
To initiate a refund process for an online purchase under this section, you must fill up the withdrawal form: https://www.vertixglobal.com/a/withdrawal?locale=en