Refund policy

Last Updated: August 21, 2026

At Vantrix, we want you to be satisfied with your purchase. This Return & Refund Policy explains when returns, replacements, and refunds may be available for products purchased through our website.

By placing an order with Vantrix, you agree to the terms of this policy, subject to any rights you may have under applicable consumer-protection laws.

1. 30-Day Returns

We offer a 30-day return period for eligible products.

You may request a return within 30 days of the date your order is delivered.

To be eligible for a standard return, the item should generally be:

Unused and in its original condition
In its original packaging where reasonably applicable
Complete with any included accessories, manuals, parts, or tags
Accompanied by your order number or other proof of purchase

Certain products may have additional return requirements or may not be eligible for return as described below.

Nothing in this policy limits any consumer rights that cannot legally be excluded or restricted under applicable law.

2. How to Request a Return

To request a return, contact us at:

support@vantrixco.com

Please contact us within 30 days of receiving your order and provide:

Your order number
The name of the product
A description of the reason for the return
Photographs or videos where relevant, particularly for damaged, defective, or incorrect items

We will review your request and let you know whether the return is approved.

If your return is approved, we will provide you with the applicable return instructions, including the return address and any other information needed to complete the return.

Please do not send a product back before contacting us and receiving return instructions.

Returns sent without prior authorization or to an incorrect address may not be processed.

3. Defective, Damaged, or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is:

Damaged during delivery
Defective
Incorrect
Missing essential parts or accessories

please contact us at support@vantrixco.com as soon as possible.

Please provide your order number and clear photographs or videos of the product and packaging where appropriate.

After reviewing the issue, we may offer an appropriate remedy, which may include:

A replacement
A refund
A return at no additional cost to you
Another remedy required under applicable law

For eligible defective, damaged, or incorrect items, Vantrix will generally cover reasonable return shipping costs or provide a prepaid return label where available.

4. Standard Returns / Change of Mind

If you want to return an eligible product because you changed your mind or no longer want the item, you may request a return within the applicable return period.

For approved standard returns:

The customer is generally responsible for return shipping costs.
Original shipping charges may be non-refundable, unless otherwise required by applicable law.
The item must meet the applicable return conditions.
The item must be returned using the instructions provided by Vantrix.

Return shipping costs may vary depending on the product, destination, and designated return location.

5. Products Fulfilled by Third-Party Partners

Vantrix works with third-party suppliers and fulfillment partners.

Depending on the product, your return may need to be sent to a designated fulfillment or return facility rather than to the address shown on the original package.

For this reason, do not return an item to the sender's address shown on the original shipping label unless we specifically instruct you to do so.

We will provide the appropriate return instructions for approved returns.

6. Non-Returnable Items

Certain products may not be eligible for standard returns, including:

Custom-made, personalized, or specially configured products
Products that cannot reasonably be returned for health, safety, or hygiene reasons once opened or used
Hazardous materials, flammable liquids, or gases where applicable
Digital gift cards
Other products specifically identified as non-returnable before purchase

Sale or promotional items may be subject to specific return conditions stated at the time of purchase.

Nothing in this section limits any mandatory consumer rights or remedies provided by applicable law.

7. Exchanges and Replacements

If an eligible product is defective, damaged, incorrect, or otherwise qualifies for a replacement, we may arrange a replacement where the product is available.

For standard change-of-mind returns, we generally process the return and refund rather than providing a direct exchange.

If you would like a different product, size, model, or variation, you may place a new order after your original return has been approved and processed.

8. European Union / European Economic Area - 14-Day Withdrawal Right

If you are a consumer in the European Union or another jurisdiction that provides a statutory cooling-off or withdrawal period, you may have the legal right to cancel certain distance purchases within 14 days without giving a reason, subject to applicable law and statutory exceptions.

The 14-day period generally begins when you, or a person you designate other than the carrier, receives the goods.

Where a statutory withdrawal right applies, additional requirements regarding notification, return of goods, refunds, return shipping costs, and exceptions may apply.

This statutory right is separate from Vantrix's voluntary 30-day return policy.

Where applicable law provides greater rights than this policy, the applicable law will prevail.

9. Refunds

Once an approved return has been received and inspected, we will notify you by email regarding the status of your refund.

If your refund is approved, we will generally process the refund to the original payment method within 5–10 business days after the return has been approved.

Your bank, card issuer, payment provider, or other financial institution may require additional time to post the refund to your account.

If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact us at:

support@vantrixco.com

10. Refund Amounts

For approved refunds, the amount refunded will depend on the circumstances of the return and applicable law.

For standard change-of-mind returns, original shipping charges may not be refundable unless required by applicable law.

For defective, damaged, or incorrect items, Vantrix will provide an appropriate remedy in accordance with this policy and applicable law.

Any customs duties, import taxes, or other charges imposed by a customer's destination country may be subject to separate rules and may not be refundable by Vantrix where those amounts were collected or imposed by third parties.

11. Returns That Do Not Meet the Requirements

If a returned product does not meet the applicable return requirements, we may contact you to explain the issue and determine the appropriate next step.

Where permitted by applicable law, we may decline a standard return if the product has been used, damaged after delivery, altered, or returned outside the applicable return period.

This does not affect any statutory consumer rights that cannot legally be excluded.

12. Order Cancellation

If you need to cancel an order, please contact us as soon as possible at:

support@vantrixco.com

We will make reasonable efforts to accommodate cancellation requests before an order enters processing or fulfillment.

Once an order has been processed or shipped, cancellation may no longer be possible and the order may instead need to be handled under the applicable return procedure.