Warranty Policy.
WARRANTY POLICY
Thank you for your interest in our products and services of Vortex Video Game Vault (Vortex Game Store). This warranty only applies to physical goods purchased from Vortex.
Physical goods listed as below:
• Consoles
• Monitors
• Audio Accessories
48-Hour New Replacement (Apply to New Products Only)
All products purchased from our store shall be free from defects.
Some products' issues are software errors, which can be resolved with software reset or firmware update; thus, Vortex Game Store reserves right to diagnose software first before agreeing to 48-Hour New Replacement.
If such software diagnose does not resolve the issue, customers have right to request for 48-Hour New Replacement consideration.
After passing 48 hours, Vortex Game Store still has a warranty period in which we repair hardware, and provide spare part replacement at no charge.
Where the manufacturer's warranty is available, Vortex will assist the customer in forwarding the defective product to the distributor/manufacturer for inspection and repair. The manufacturer makes the decision whether to endorse a warranty and repair. For example, ASUS provides 2-year warranty for ROG Ally, Vortex will assist the customer in forwarding the defective product to ASUS. Thus, 48-Hour New Replacement policy is not applicable. To understand whether it is the manufacturer's warranty or Vortex's warranty, please read each product description carefully. The customer can assume that there is no warranty if there is no mention of warranty in the product description on our website.
WHAT DOES THIS WARRANTY COVER?
This warranty covers any defects in material or workmanship under normal use within the warranty period.
During the warranty period, Vortex will repair at no charge, products or parts of a product that proves defective because of improper material or workmanship, under normal use and maintenance.
All warranties have to be done within 45 days, otherwise, a product replacement should be given to the customer if the product is not returned within the Return Merchandise Authorization (RMA) period.
All warranty items must be sent in along with the original box for warranty claim and Warranty Card. Once lost, we do not endorse warranty.
Vortex reserves the right not to process a warranty if the original box is not sent in together with defective products.
All products within warranty periods can be sent by Vortex to (and from) the manufacturer’s Service Center at the customers' expense.
Working products found incompatible with customers’ pieces of tech will not enjoy any exchange or return. The customer shall have clear knowledge before making a decision unless it is fault of Vortex's customer service introducing a wrong product.
Vortex reserves the right not to serve or service any consoles with non-authorized, unlicensed, or illegal software
Unless in writing, no ‘implied’ product: performance, condition, warranty, or guarantee will be honored.
All Free of Cost (FOC) items/ freebies are complementary and not entitled to claim warranty. For example, Vortex sells OneXPlayer and offers a free tempered glass along with the product. The warranty only covers on OneXplayer console itself.
The customer shall be responsible for the risks and condition of the product to be returned until it reaches us at our shop (No. 95, Street 164, Sangkat Veal Vong, Khan 7 Makara, Phnom Penh) or our respective outlet. We will not be liable for any loss or damage to the product prior to the product being received by us.
Vortex reserves the right to refuse any exchange of merchandise in line with existing store policies.
Although we strongly encourage customers to purchase products with proper Warranty Period, we still have to look at the Market Competition factor. For certain products, we list below can be purchased at lower price if customer opts not to buy with Warranty Card.
COMPANY PRODUCTS
WARRANTY PERIOD
ROG Ally X Cambodia
2 years wrty : w/ ASUS Cambodia ASUS ROG Ally
2 years wrty : w/ ASUS / ASUS Cetra Headset
2 years wrty : w/ ASUS / ASUS Charger Dock
1 year wrty : w/ ASUS MSI Claw A1M
1 year wrty : w/ MSI Cambodia AddLink AddGame
2 years wrty : with company ADATA
NEW PRODUCTS ONLY
WARRANTY PERIOD
PS5 Slim Disc Drive Edition/PS5 Slim Digital Console : 1 year wrty w/ shop (48-Hour New Replacement Policy)
DualSense New all colors : 6 months wrty w/ shop (48-Hour New Replacement Policy)
PlayStation VR2 : 6 months wrty w/ shop
PS5 Charging Station : 3 months wrty w/ shop
PlayStation Pulse (Headset/Earbuds) : 3 months wrty w/shop
PlayStation Portal Console : 6 months wrty w/ shop
Nintendo Switch OLED Console : 1 year wrty w/ shop - Joy-con : 6 months wrty w/ shop
Joy-con : 6 months wrty w/ shop
Nintendo Switch OLED (JB) Console : 6 months wrty w/ shop
Nintendo Switch V2 Console : 1 year wrty w/ shop - Joy-con : 6 months wrty w/ shop
Nintendo Switch V2 (JB) Console : 6 months wrty w/ shop
Nintendo Switch Lite Console : 1 year wrty w/ shop
Nintendo Switch Lite (JB) Console : 6 months wrty w/ shop
Genuine Switch Pro Controller : 6 months wrty w/ shop
Genuine Joy-Con : 6 months wrty w/ shop
New Xbox Series S/X Console : 1 year wrty w/ shop ; controller 6 months
New Xbox Controller : 6 months wrty w/ shop
ROG Ally X Singapore : 6 months wrty w/ shop
OnexPlayer 2 Console : 1 year wrty w/ shop - Joy-Con : 6 months wrty w/ shop
Keyboard, Joy Con Connector, Mouse : 1 month wrty w/ shop
OneXGPU : 6 months wrty w/ shop
Valve Steam Deck OLED : 6 months wrty w/ shop
Meta Quest : 6 months wrty w/ shop
XREAL Air 2 Pro : 3 months wrty w/ shop
Thrustmaster Steering Wheel : 6 months wrty w/ shop
Thrustmaster Shifter Steering Wheel Add-on : 6 months wrty w/ shop
Logitech Steering Wheel : 6 months wrty w/ shop
Logitech Shifter Steering Wheel Add-on : 6 months wrty w/ shop
Moza Steering : 6 months wrty w/ shop
IINE Controllers : 6 months wrty w/ shop
HORI Controllers/Fighting Stick : 6 months wrty w/ shop
8BitDo Controllers : 6 months wrty w/ shop
Anbernic Consoles : 1 year wrty w/ shop
JSAUX Accessories : 1 months wrty w/ shop
Arzopa monitors : 3 months wrty w/ shop
SSD 1TB/2TB for expanding storage : 6 months wrty w/ shop
Gulikit King Kong Controller : 6 months wrty w/ shop
Meta Ray-Ban Wayfarer Smart Glasses : 3 months wrty w/ shop
Sony PlayStation Disc Drive : 6 months wrty w/ shop
Apple
WARRANTY PERIOD
Apple Product : 1 month Wrty W/Shop
Camera
WARRANTY PERIOD
Toy Fujifilm Instant Camera Instax Mini 12 : 1 month Wrty W/Shop
MANGMI
WARRANTY PERIOD
MangMi Pocket Max : 3 month Wrty W/Shop
Special Note:
Please backup data before sending or carrying your unit to receive our repair service since during the repair process the motherboard and connected parts may be disassembled, and related tests will return the unit to its original settings. Vortex does not take responsibility for any data loss. Please also provide a password of your consoles.
WHAT DO YOU HAVE TO DO?
To obtain warranty service, customers must first contact Vortex to determine the issue and the most appropriate solution for customers before sending the defect item for repair/replacement.
Customer Service : +855 78 688 555 [CALL ONLY] (Also available in Telegram/WhatsApp)
EXCLUSIONS OF WARRANTY
Damage occurred due to accident, misuse, improper testing, self-repairing, installation or tempering.
Damage or malfunction caused by spilled food or liquid, fire, natural disaster, or the wrong usage of electrical supply & voltage.
Normal wear & tear, growth of algae or fake, fungus, rust, or animal bite.
Any damages including its exterior scratch or deformation resulting from customer's use.
Any part of the unit is replaced with a part or parts not supplied or authorized by Vortex.
If the serial number of the product is removed or erased or the warranty card is being altered or forged.
Collectables and other merchandises.
Lose of data or retrieval of lost data. Customer should copy and retain his/her/their data for safe storage.
Vortex reserves the rights to cancel or modify the terms and conditions without prior notice.
Changelog:Before May 15, 2024, Warranty can be claimed by bringing back full box and Invoice purchased. The invoice could be in photo form.
After May 15, 2024, Warranty can be claimed by bringing the Warranty Card form together with defective product.
On November 03, 2024, Vortex introduces Optional Warranty for customers to purchase products for a lower price.