Refund policy
Refund and Cancellation Policy
Last updated: 10 July 2026
At Vortex Mobility, we want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied with your order, you may exercise your statutory right to cancel your purchase and return the product in accordance with the terms set out below.
1. Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days from the day after you receive the goods, without having to provide a reason or pay a cancellation penalty.
The cancellation period will expire 14 days after the day on which you, or a third party nominated by you other than the carrier, physically receive the goods.
To exercise your right to cancel, you must clearly inform us of your decision before the cancellation period expires.
You may use any clear statement to inform us of your decision to cancel. You may also contact us using the contact details provided below.
2. Returning the Products
Once you have notified us that you wish to cancel your order, you must return the goods to us without undue delay and, in any event, no later than 14 days from the day on which you communicate your decision to cancel.
The product should be returned in a condition that allows us to assess its nature, characteristics and functionality. Where reasonably possible, the product should be returned with its original packaging, accessories, manuals and documentation.
You are permitted to handle and inspect the product to the extent necessary to establish its nature, characteristics and functionality, in the same way that you would be permitted to do in a physical shop.
However, you may be responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functionality.
Products that have been damaged or significantly reduced in value as a result of misuse, negligence, improper handling or use contrary to the manufacturer's instructions may therefore be subject to a deduction from the refund where permitted by applicable law.
3. How to Request a Return
To exercise your right to cancel or to request a return, please contact us at:
Please include your order number and details of the product or products you wish to return.
You may also contact us or write to us at:
Vortex Mobility, S.L.
10 pl. de la Joliette
13002 Marseille, France
After receiving your cancellation request, we will provide you with the necessary return instructions and, where applicable, the address to which the product must be returned.
Unless otherwise agreed, you are responsible for the direct cost of returning the goods when exercising your statutory right to cancel, except where the goods are faulty, damaged, incorrect or otherwise not as described.
4. Refunds
Where you exercise your statutory right to cancel, we will reimburse you for the payments received from you, including the cost of standard delivery.
Where you selected a more expensive delivery option than the least expensive standard delivery method offered by us, we are not required to reimburse the additional cost.
We will issue the refund without undue delay and, in any event, no later than 14 days after the day on which we are informed of your decision to cancel.
However, we may withhold the refund until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.
The refund will normally be made using the same payment method used for the original transaction, unless you have expressly agreed otherwise.
We will not charge you any additional fees for processing the refund.
5. Faulty, Damaged or Incorrect Products
If the product you receive is faulty, damaged upon delivery, not as described or different from the product you ordered, please contact us as soon as possible at:
Where the goods are faulty, damaged or otherwise do not conform to the contract, your statutory rights under the Consumer Rights Act 2015 apply.
Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, price reduction or refund.
Where we are responsible for the return because the product is faulty, damaged, incorrect or does not conform to the contract, we will cover the reasonable cost of returning the product in accordance with applicable law.
Nothing in this policy affects or limits any statutory rights you may have under UK consumer protection legislation.
6. Exceptions to the Right to Cancel
The statutory 14-day cancellation right does not apply to certain types of goods or circumstances, including where applicable:
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goods made to your specifications or clearly personalised;
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goods that are liable to deteriorate or expire rapidly;
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sealed goods that are not suitable for return for reasons of health protection or hygiene where the seal has been broken after delivery;
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goods that, after delivery, have become inseparably mixed with other items; or
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other goods or services for which an applicable statutory exception applies.
Additional statutory exceptions may apply depending on the nature of the product or service concerned.
7. Your Statutory Consumer Rights
This policy does not affect your statutory rights as a consumer under UK law.
Under the Consumer Rights Act 2015, goods must generally be of satisfactory quality, fit for purpose and as described. Where goods do not meet these requirements, you may have additional legal remedies depending on the circumstances, including rights to repair, replacement, price reduction or refund.
Your statutory rights are separate from and in addition to any voluntary returns or warranty policy offered by Vortex Mobility.
8. Contact Us
If you have any questions regarding cancellations, refunds or returns, please contact us at:
Vortex Mobility, S.L.
10 pl. de la Joliette
13002 Marseille, France