Refund & Returns Policy
Updated August 12, 2026
1. Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These consumer guarantees apply automatically to every purchase made from Vortex Australia, operated by Camillus Rodrigo. Nothing in this policy limits, excludes, or modifies your statutory rights under the Australian Consumer Law. The rights described in this policy are in addition to, not instead of, your legal rights as an Australian consumer.
A major failure occurs when a product would not have been purchased by a reasonable consumer fully aware of the failure, is substantially unfit for its common purpose and cannot be fixed within a reasonable time, is unsafe, or is significantly different from the description or sample provided. In such cases, you may choose between a full refund, a replacement, or compensation for the drop in value.
2. 30-Day Change of Mind Returns
If you change your mind about a purchase, you may return the product within 30 calendar days of the delivery date for a full refund or exchange, provided the product meets the conditions outlined below. This policy applies in addition to your statutory rights and does not affect them.
To be eligible for a change of mind return, the product must be in its original condition, unused, with all original packaging, manuals, and accessories intact. The product must show no signs of wear, damage, or modification. Consumable items such as replacement filters, brush heads, and batteries that have been opened or used are not eligible for change of mind returns due to hygiene and safety considerations.
Return shipping costs for change of mind returns are borne by the customer. We recommend using a tracked and insured shipping service, as we cannot be held responsible for items lost or damaged in transit back to us. Original delivery charges are non-refundable for change of mind returns unless the product was incorrectly described on our website.
3. How to Initiate a Return
To initiate a return, contact our support team at [email protected] or call +44 1922 702365 during business hours. You will need to provide your order number, the reason for the return, and your preferred resolution (refund, exchange, or store credit where applicable).
Upon receiving your return request, our team will issue a Return Merchandise Authorisation (RMA) number within 2 business days. Products returned without a valid RMA number may be refused at our warehouse or subject to an administrative handling fee of $45. Once approved, you will receive detailed return shipping instructions including the correct warehouse address.
Please pack the product securely in its original packaging or equivalent protective material. Include the RMA number clearly written on the outside of the package. Do not write directly on the product box or attach shipping labels to the retail packaging, as this may reduce the item's eligibility for a full refund.
4. Faulty or Defective Products
If you receive a product that is faulty, defective, or does not match its description, please contact us within 30 days of delivery. Under the Australian Consumer Law, you are entitled to choose between a repair, replacement, or refund for a major failure, or a repair or replacement for a minor failure. We will cover all return shipping costs for faulty products.
When reporting a fault, please provide your order number, a detailed description of the issue, and where possible, photographic or video evidence showing the defect. This helps our technical team assess the issue promptly and determine whether the fault is covered under the manufacturer's warranty or consumer guarantees.
Our 2-year manufacturer warranty covers defects in materials and workmanship. The warranty does not cover damage resulting from misuse, accident, unauthorised modification, use with incompatible accessories, or normal wear and tear of consumable components such as filters and brush heads. Warranty claims are processed through our service centre in Sydney.
5. Refund Processing Times
Once we receive and inspect your returned product, we will notify you by email about the status of your refund. If your refund is approved, we will process it to your original payment method. Please allow up to 14 calendar days for the refund to be credited to your account, depending on your bank or credit card provider's processing times.
For exchanges, we will dispatch the replacement product within 3 business days of receiving your returned item. If the replacement product is of a different value, we will either charge or refund the difference to your original payment method. Exchanges are subject to stock availability.
If you have not received your refund after 14 days, please first check with your bank or credit card provider, as there may be additional processing time before the refund is posted. If you still have not received your refund after contacting your bank, please contact us at [email protected] with your order number and RMA reference.
6. Items That Cannot Be Returned
For hygiene and safety reasons, the following items cannot be returned unless they are faulty or incorrectly supplied: opened replacement filters, used brush heads, opened cleaning solutions, and any product that has been modified or repaired by an unauthorised third party.
Products purchased from third-party retailers or marketplaces rather than directly from the Vortex Australia website are not eligible for returns under this policy. These products should be returned to the retailer from whom they were purchased, subject to that retailer's own return policy.
Gift cards and digital products, where applicable, are non-refundable. Promotional items or free gifts that were part of a bundle purchase must be returned together with the main product to receive a full refund. If promotional items are missing, we may deduct their retail value from your refund.
7. Damaged in Transit
If your order arrives damaged, please notify us within 48 hours of delivery with photographic evidence of the damage to the packaging and the product. We will initiate a claim with the carrier and arrange a replacement or refund at no cost to you.
Please retain all original packaging materials until the claim is resolved, as the carrier may request inspection. Do not dispose of damaged items until you receive confirmation from our support team that the claim has been finalised.
For deliveries where the damage is discovered after the 48-hour window, please contact us and we will assess the situation on a case-by-case basis. While we cannot guarantee resolution for claims made outside the 48-hour window, we will make reasonable efforts to assist genuine cases.
8. Warranty Service and Repairs
All Vortex products come with a 2-year manufacturer warranty against defects in materials and workmanship from the date of purchase. To claim under warranty, you must provide proof of purchase and contact our support team. The warranty is in addition to your rights under the Australian Consumer Law, which cannot be excluded.
Warranty repairs are completed within 10 business days from when we receive your device at our Sydney service centre. For urgent situations, our express repair service returns your unit within 5 business days. We provide door-to-door courier service for warranty repairs at no additional cost to you.
The warranty does not cover: damage caused by accident, misuse, or neglect; damage from use of non-genuine parts or accessories; normal wear and tear of consumable components; products with removed or altered serial numbers; or damage from use in commercial environments unless the product was sold for commercial use.
9. Contact Us
If you have any questions about this refund and returns policy, or wish to initiate a return, please contact us:
Camillus Rodrigo
3150
Email: [email protected]
Phone: +44 1922 702365
Director: Wilfred Trowbridge
Our support team is available Monday through Friday, 09:00 to 20:00 AEST, and Saturday 10:00 to 17:00 AEST. We aim to respond to all return enquiries within 2 business hours during operating times.
