Refund policy

Refund Policy and 30-Day Guarantee

Last updated: 26 October 2026

We want you to be happy with your VORTEXION order. This policy explains our 30-day guarantee and how refunds work. It does not limit your legal rights (see "Your legal rights" below).

Our 30-day guarantee

If VORTEXION is not right for you, you can return it within 30 days of the day it is delivered, for any reason, and we will refund the price you paid for the product. Shipping to you is free, so there is no shipping charge to refund.

To use the guarantee:

1. Email us within 30 days of delivery at contact.vortexcore@gmail.com with your order number. We reply within 1 to 2 business days.
2. Wait for our return instructions. We will email you the return address and steps. Please do not send anything back before you receive them.
3. Send back the product and all its parts (brush heads, charging cable, manual and anything else that came with it) in a clean, complete condition. We understand you will have tried it, so normal use during the 30 days is fine.
4. You pay the cost of sending it back when you return it only because you changed your mind. We recommend a tracked service and keeping your proof of postage.

If parts are missing or the product is damaged beyond normal use, we may reduce the refund to reflect the loss in value. We will tell you before we do.

Faulty, damaged or wrong products

Your products must be of acceptable quality, fit for their normal purpose, match their description and be free from defects, as set out in the Consumer Guarantees Act 1993. If your product arrives damaged, incomplete, faulty or not as described, email us as soon as you notice, with your order number and clear photos or a short video of the problem.

Depending on the problem, you may be entitled to a repair, a replacement or a refund. We will cover the reasonable cost of returning a faulty product, or where practical we will ask you to keep it or dispose of it safely. These rights apply even after the 30 days.

How and when we refund

Refunds go back to your original payment method. We will process your refund within 10 business days after we receive and check your return (or, for faulty or damaged products, after we confirm the problem). Your bank or payment provider may need extra time to show the refund on your account.

Cancelling before dispatch

If you want to cancel before your order is dispatched, contact us as soon as possible. If it has not been dispatched, we will cancel it and refund you in full.

Kits with more than one scrubber

The Essential Kit contains 1 scrubber with 3 brush heads, the Home Kit contains 2 scrubbers (one with 6 brush heads and one with 3), and the Ultra Pro Kit contains 2 scrubbers (one with 9 brush heads and one with 6). Our 30-day guarantee covers the whole kit.

If you return the whole kit, we refund the price you paid for it, as described above.

Change-of-mind returns apply to the whole kit only. To get a refund under our 30-day guarantee, please send back all the scrubbers in the kit. We cannot refund part of a kit because you changed your mind.

If a scrubber is faulty, damaged or not as described, you are entitled to a remedy for that scrubber as explained above, and we work out any refund for it from the price you paid for the kit divided by the number of scrubbers in it.

Exchanges

If you want a different kit (for example a different number of brush heads), email us. We will tell you the options.

Your legal rights

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other New Zealand consumer law.

Contact us

Email contact.vortexcore@gmail.com to start a return, ask about a refund or report a problem with your order.