Refund & Cancellations Policy

Cancellation before shipment

If the order or item(s) have not been shipped yet, you can contact our customer support team. The order will be cancelled, and the refund will be processed within 24-48 business hours after the cancellation request is processed by VertexSol.

For cancellations once the shipment has been dispatched or is being returned, refunds will be processed after the products have been received and verified.

Payments via credit/debit cards or net banking will be refunded to the same account within 24-48 business hours of receiving the products. It may take 2-3 additional business days to reflect in your account.

Easy Return Policy

VertexSol offers an Easy Return policy, allowing customers to request a return/exchange within 7 days of delivery. Partial returns for one or multiple products are accepted.

  • Step 1: Contact our Customer Support via email within 5 business days of receiving the order.
  • Step 2: Provide your order ID, request for return/replace/refund, and include images of the product and invoice.

If the return is approved, VertexSol will replace or refund the invoiced value for damaged/defective/expired/wrong products. Additional customs fees paid by the customer will be reimbursed via a refund coupon for future orders (with receipt proof).

Replacement Conditions

Replacement is subject to stock availability. If unavailable, a full refund will be issued. Returns are not accepted if:

  • Product is damaged due to misuse or overuse
  • Returned without original packaging, tags, labels, or accessories
  • Serial number is tampered with
  • Defective products not covered under warranty
  • Product is used or altered
  • Request initiated after 5 business days of delivery
  • Free products provided by the brand

Damaged or Wrong Items

If a product is damaged during shipment or transit, or the wrong product is received, follow these steps within 5 business days:

  • Step 1: Contact Customer Support via email.
  • Step 2: Provide order ID, request for return/replace/refund, and share product images and invoice.
  • Step 3: VertexSol will pick up the products within 2-4 business days. Refund or replacement will only be processed if items are in original packaging with seals, labels, and barcodes intact.

If replacement is not available, a full refund will be issued.