Contact Information

1. Registered Office

Vortex Australia is the trading name for Australian consumer operations conducted by Camillus Rodrigo, a company registered in Australia. Our registered office serves as the formal address for all legal correspondence, warranty service documentation, and consumer protection enquiries under the Australian Consumer Law.

Camillus Rodrigo
3150

Australia

VAT Identification Number: 70 899 325 801
Company Registration Date: 2 April 2023
Director: Wilfred Trowbridge

Please note that our registered office is an administrative centre and does not operate as a retail showroom or walk-in service point. All product purchases, warranty claims, and technical support enquiries are handled through the channels described below to ensure efficient service for our Australian customers.

2. Customer Support Channels

Our customer support team is available to assist with product enquiries, order status updates, warranty registrations, technical troubleshooting, and returns processing. We aim to respond to all enquiries within two business hours during operating times.

Email: [email protected]
Phone: +44 1922 702365

When contacting our support team, please have your order number, product model name, and serial number readily available. This information allows our specialists to access your purchase history and warranty status immediately, reducing resolution time significantly. For warranty claims, photographic or video evidence of the issue helps our technical team assess the problem before requesting the physical return of your device.

All contact channels are monitored by our Australian-based support specialists who have direct access to our engineering team, dispatch centre, and warranty service facility. Complex technical issues are escalated to our product engineers within one business day.

3. Operating Hours

Our support team operates according to Australian Eastern Standard Time (AEST) to align with the majority of our customer base across New South Wales, Victoria, Queensland, Tasmania, and the Australian Capital Territory.

Monday to Friday: 09:00 to 20:00 AEST
Saturday: 10:00 to 17:00 AEST
Sunday: Closed
Australian Public Holidays: Closed

Enquiries received outside of business hours are logged automatically and addressed in order of receipt when our team resumes. Urgent warranty issues affecting product safety are prioritised and typically receive a response within four business hours regardless of when they were submitted.

4. Warranty and Service Enquiries

All Vortex products carry a 2-year manufacturer warranty against defects in materials and workmanship from the date of purchase. This warranty is in addition to your rights under the Australian Consumer Law, which cannot be excluded.

To register your warranty or initiate a service claim, contact our support team with your proof of purchase and product serial number. Warranty registration is recommended within 30 days of purchase to activate priority support access and ensure you receive firmware updates and maintenance reminders for applicable models.

Warranty repairs are processed through our Sydney service centre. Standard repairs are completed within 10 business days from receipt of your device. Express repair service is available for urgent situations, returning your unit within 5 business days. Door-to-door courier service is included for all warranty repairs at no additional cost.

For products outside the warranty period, our service centre offers paid repair assessments. We will provide a written quotation before commencing any repair work, and you may decline the repair and request return of your device if the quotation is not accepted.

5. Trade and Commercial Enquiries

We operate a dedicated professional programme for automotive detailers, fleet managers, cleaning service operators, and commercial resellers. Trade accounts receive volume pricing, dedicated account management, priority dispatch, and access to commercial-grade consumables.

To apply for a trade account, please contact our commercial team via email at [email protected] with the subject line "Trade Account Application" and include your Australian Business Number (ABN), company name, and estimated monthly volume requirements. Applications are typically reviewed within three business days.

Commercial customers requiring bulk orders of replacement batteries, filters, or brush heads can request dedicated pricing through the same channel. Minimum order quantities apply for wholesale pricing tiers.

6. Press and Media

For press enquiries, product review requests, or media partnerships, please contact our communications team at [email protected] with the subject line "Press Enquiry". We typically respond to media requests within two business days.

High-resolution product imagery, technical specification sheets, and brand guidelines are available to accredited media professionals upon request. We kindly ask that all published materials accurately represent product capabilities and include appropriate attribution to Vortex Australia.

7. Response Times

We are committed to timely communication across all support channels. Our target response times are as follows:

Email enquiries: within 2 business hours during operating times.
Phone enquiries: immediate connection during operating times, or callback within 1 business hour for missed calls.
Warranty claim assessments: within 1 business day of receiving complete documentation.
Returns processing: within 2 business days of receiving the returned item at our warehouse.
Refund processing: within 14 calendar days of approval, subject to your bank's processing times.

If your enquiry requires escalation to our engineering team or external service providers, we will provide you with a reference number and an estimated resolution timeframe. You can follow up on any open case by quoting your reference number in subsequent communications.

8. Contact Form

Alternatively, you may submit an enquiry using the form below. All fields marked with an asterisk are required. We will respond to the email address you provide.

9. Company Details

For transparency and compliance with Australian consumer protection legislation, we publish the following company details:

Legal Entity: Camillus Rodrigo
Trading Name: Vortex Australia
Registered Address: 3150, , Australia
VAT Identification Number: 70 899 325 801
Company Registration Date: 2 April 2023
Director: Wilfred Trowbridge
Contact Email: [email protected]
Contact Phone: +44 1922 702365

These details are provided in accordance with the Australian Consumer Law requirements for suppliers of goods to Australian consumers. If you have concerns about our compliance with consumer protection legislation, you may contact the Australian Competition and Consumer Commission (ACCC) or your state or territory fair trading office.