DELIVERY AND RETURNS

Last updated: 08/10/2026

Please read this policy before ordering. It forms part of our Terms & Conditions.

1. Where We Deliver
We currently deliver within the UK only.

2. Dispatch Times

• In-stock items are dispatched within 1 working day of payment being received. Orders paid by bank transfer are dispatched once payment has cleared.

• Pre-order items are sourced to fulfil pre-orders and aren't held in our ready-to-dispatch stock. Please allow approximately 1 week for fulfilment. This is an estimate rather than a guaranteed date, and it can take longer because of supplier availability or circumstances outside our control. If your order contains both, we'll dispatch in-stock items first.
  

If you need your order sooner, choose products marked IN STOCK.

3. Delivery Costs and Times

• Free UK delivery on orders over £100.

• Orders under £100: £0 - £4.95

• Estimated delivery after dispatch: 3-5 working days. Delivery times are estimates.
  

4. Tracking
Once your order ships, you'll receive a tracking number by email.

5. Delivery Problems
Once your order has been handed to the courier, the courier is responsible for transporting it. If your tracking shows no movement, or your parcel hasn't arrived within the expected time, contact us at contact@vortex-labs.co.uk and we'll help you trace it or raise a courier claim. We can't accept responsibility for parcels the carrier records as delivered but which are later lost or stolen after delivery, except where the law says otherwise.

If a shipment is returned to us because of an incorrect address, failed delivery attempts or refusal of delivery, you can choose between reshipment (with additional shipping charges) or a partial refund with shipping and other non-recoverable costs deducted.

6. Damaged, Incorrect, Missing or Defective Items
Please contact us within 48 hours of delivery and include:

• Your full name, order number and the email address you ordered with.

• A clear description of the problem.

• Clear photographs (and a video of unpacking if you have one).

• For suspected defects, the batch or lot number. The product should be unopened and unused.
  

Please keep the original packaging until the matter is resolved. We aim to review claims within 3 to 5 business days, though complex cases can take longer. We may ask for more evidence or for the product to be returned for inspection. Approved claims receive a replacement at no extra product charge or a refund, at our discretion, subject to stock.

7. Cancellations and Your Right to Cancel
If you are a consumer, you have a statutory right to cancel your order within 14 days of receiving the goods. This right doesn't apply to sealed goods that aren't suitable for return for health protection reasons once they have been unsealed after delivery.

To cancel, email contact@vortex-labs.co.uk with your order number. Where an order hasn't entered fulfilment or been dispatched, we can usually cancel it before it ships.

8. Refunds
Approved refunds are made to the original payment method (PayPal) or by bank transfer, where payment was made that way, within 14 days of us agreeing the refund. Payment-processing or bank charges may not be recoverable where the law allows us to deduct them.

9. Situations Where We Don't Normally Offer a Refund
Unless the law requires otherwise, we don't normally refund or replace in cases of:

• A product ordered in error.

• An incorrect or incomplete delivery address supplied by the customer.

• Damage after delivery from improper handling, storage or use.

• Claims made outside the 48-hour reporting window.

This doesn't affect your statutory rights.

10. Misuse of This Policy
We may investigate patterns of refund or replacement requests. Claims may be declined, and service restricted, where we reasonably suspect fraud, false claims or repeated misuse, subject to applicable law.

11. Contact
Questions about delivery or a return: contact@vortex-labs.co.uk