Refund & Order Issue Policy — Vortex Global Design

Last updated: August 25, 2026

Vortex Global Design products are made to order through our production partner, Printify. Please read this policy before placing an order.

1. Made-to-order products

Because each candle is made specifically for your order, we generally do not accept returns or exchanges for:

• Change of mind
• Personal scent preference
• Choosing the wrong scent
• Ordering the wrong product

If your order arrives damaged, defective, incorrect, missing, or delayed, please contact us as soon as possible so we can review the issue.

This policy does not limit any rights you may have under applicable law.

2. Damaged, defective, or incorrect orders

If your candle arrives damaged, defective, or different from what you ordered, please contact us within 30 days of the delivery date or the estimated delivery date.

To help us review the issue, please provide:

• Your order number
• A brief description of the problem
• Clear photos of the candle and its packaging
• A video if it helps show the problem

Please keep the product and packaging until your issue has been reviewed. Do not send the product back unless we specifically instruct you to do so.

3. Missing or delayed orders

If your order is missing or has not arrived by the estimated delivery date, contact us with your order number. Please report the issue within 30 days of the estimated delivery date so that we can submit it for review through our production and fulfillment partner.

4. Review and resolution

After we receive your request and supporting information, we will review the issue with our production and fulfillment partner. Depending on the circumstances and the available resolution, we may arrange:

• A refund; or
• A replacement/reprint

We will confirm the available resolution with you. If a refund is approved, it will be processed through the payment method used for the order. Processing times may vary depending on the payment provider or financial institution.

If a replacement is approved, the replacement order may have a new order number and tracking number.

5. How to contact us

Please email us before sending any product anywhere:

Email: vortex.ops.world@gmail.com

Please include your order number in the subject line and attach the requested photos or video where possible.

6. Business information

Vortex Global Design
Company number: 0539.997.515
VAT number: BE0539997515
Email: vortex.ops.world@gmail.com

7. Important note

Our production and fulfillment partner may require an issue report within the stated 30-day period and may require photo or video evidence. Reports submitted after that period may not be eligible for a refund or replacement.

For more information about reporting an order issue through Printify, please see Printify's order issue instructions.