Refund policy

Returns & Refunds

30-Day Returns Policy

You may request a return within 30 days of receiving your order.

To request a return, contact us at info@vorlexo.com and include:

  • Your order number;

  • Your full name;

  • The reason for your return;

  • A brief description of the product’s condition;

  • Clear photographs or a short video if the product is faulty, damaged, incorrect, or has another product-related issue.

Submitting a return request does not mean that it is automatically approved. Each request will be reviewed according to this policy, the condition of the product, the information provided, and applicable UK consumer law.

Please do not send the product back before receiving instructions from our support team.

Change-of-Mind Returns

If you have changed your mind, your return request must be submitted within 30 days of receiving the order.

The product must be returned with all supplied cables, accessories, instructions, and components.

Opening the packaging or reasonably testing the product does not automatically make it ineligible for return. However, we may reduce or refuse a voluntary refund if the product has been damaged, excessively used, contaminated, altered, or returned with missing components.

For change-of-mind returns, the customer is responsible for arranging and paying for return shipping.

Faulty, Damaged, or Incorrect Items

If your product is faulty, damaged, not as described, not fit for purpose, or if you received the wrong item, contact info@vorlexo.com as soon as reasonably possible.

Please provide your order number, a description of the issue, and clear photographs or a short video where reasonably possible.

If the issue cannot be established from the information provided, we may ask for additional information or request that the product be returned for inspection.

Damage caused by misuse, accidental damage, improper handling, an unsuitable power source, unauthorised modification, or failure to follow the supplied instructions is not considered a manufacturing fault.

If a physical return is required for a product confirmed to be faulty, damaged on arrival, or incorrectly supplied, we will provide instructions and cover reasonable return shipping costs where required.

Depending on the circumstances, the resolution may include a refund, replacement, repair, price reduction, or another remedy required under applicable UK consumer law.

When a Return May Be Refused

A voluntary return may be refused where:

  • The request was submitted more than 30 days after delivery;

  • Proof of purchase cannot be provided;

  • The product was damaged through misuse, negligence, accidental damage, or improper storage;

  • The product was used with an unsuitable power source;

  • The product was altered or repaired without authorisation;

  • Essential components or accessories are missing;

  • The customer refuses to return the product when a return is reasonably required;

  • The information provided is false, misleading, fraudulent, or inconsistent with the order and delivery records.

These conditions do not limit any statutory rights that cannot legally be excluded.

Return Instructions

Do not send a product back before contacting our support team.

After reviewing your request, we will confirm whether a physical return is required. If it is required, we will provide the appropriate return address and instructions by email.

Please do not send the product to an address displayed elsewhere on our website unless our support team has specifically confirmed that address for your return.

In some circumstances, we may issue a refund or replacement without requiring the product to be returned.

We recommend keeping proof of postage until your return has been fully processed.

Refunds

Once a returned product has been received and inspected, we will notify you whether the refund has been approved, reduced, or refused.

Approved refunds will normally be issued within 10 business days and sent to the original payment method.

Your bank or payment provider may require additional time before the refund appears in your account.

Premium or expedited delivery charges are non-refundable unless a refund is required by law.

Requests Made After 30 Days

We do not accept voluntary returns requested more than 30 days after delivery.

After 30 days, a return will not be accepted solely because:

  • You have changed your mind;

  • You no longer want the product;

  • The product does not meet a personal preference;

  • You ordered the wrong product;

  • You decided that the product is not suitable for you.

Nothing in this policy limits any rights relating to faulty, damaged, incorrectly supplied, not-as-described, or unfit goods that cannot legally be excluded under UK consumer law.

Contact Us

Email: info@vorlexo.com

When contacting us, include your order number and a clear description of your request.

We aim to respond to enquiries within 1–2 business days.