Return & Refund Policy.

Thank you for shopping at Vortex Video Game Vault.

Vortex Video Game Vault (VVGV) is here to assist you, in any case, you are not entirely satisfied with your purchase. Please reach out to our friendly customer service team before applying for a return/refund, we will assist you further and guide you the way.

Criteria Eligible For Return:
1. Did not receive the order
2. Order received is incomplete (e.g. missing product/quantity)
3. Received the wrong product (e.g. different from what is ordered)
4. Received a damaged, defective product (e.g. dented, scratched, shattered), we will offer a replacement. Only in the event that we do not have a replacement in stock, we offer a refund. There is no change of mind at this point as decision shall be made prior to purchase. Shop is responsible for damaged goods and is willing to offer a replacement. When possible, shop might negotiate to offer a discount if the damage is just cosmetic; however, it is upon agreement.
5. Received a faulty product (e.g. malfunction, could not work as intended), we offer a replacement, or a refund.

Returns
1. Customers have 7 calendar days to return an item from the date they received it.
2. To be eligible for a return, the returned item must be:
- Unused and in the same condition that customers have received it.
- In the original packaging.
- Must have the receipt or proof of purchase.
3. All returned products will be thoroughly inspected and a determination will be made if eligibility and conforming requirements are met.
4. If the returned item that does not satisfy the requirements above may not qualify for a refund.

Pre-owned Item (Consoles & Games)
1. In any case the pre-owned item is DOA (Dead on Arrival) or faulty in 7 calendar days, customers have the option to either:
- Get full refund OR
- Exchange to same or higher value item with additional top-up (One-time exchange ONLY)
2. For any refund/return request due to personal preference/change of mind will not be entertained.
3. All returned products will be thoroughly inspected and a determination will be made if eligibility and conforming requirements are met.

Refunds
1. In any event VVGV is unable to fulfill the customer’s order, we will issue a full refund to the customer.
2. In any case customers would like to withdraw or cancel their order due to personal reasons (e.g. change of mind) after the order is confirmed.
3. Once the refund application is approved, VVGV will initiate a refund to the customer’s original source of payment methods.
6. Customers will then receive the credit within a certain amount of days, depending on your card issuer’s policies.

*Refunds for Returned Items Will Only Begin Processing Once We Have Received The Physical Return Parcel And A Quality Check Is Completed To Determine Whether To Approve Or Reject The Return/ Refund Requested*

VVGV reserves the right to deny refund or return request if the items/products do not meet our Return & Refund Policy guidelines.