1.Introduction

At VERTU, should you find yourself dissatisfied with your purchase for any reason, please do not hesitate to get in touch with us directly. We are committed to providing you with a bespoke solution tailored to your specific situations.

We uphold a 7-day return policy, granting you a grace period of 7 days from the date of receipt to request a return. To be eligible for a return, your item must be in the exact same condition as when it was received, complete with tags, and in its original packaging. The item must be in its original state, without any scratches, dents, wear, impact marks, cracks, breaks, irremovable stains, or any other signs of use that would compromise its original condition, in order to qualify for a no-questions-asked return within the first 7 days from the date of receipt. A receipt or proof of purchase is also required. 

In the event of a performance malfunction or quality issue with the product, mobile devices are eligible for a 7-day return, a 15-day exchange, and a one-year warranty (excluding damages caused by human error). Assessment of performance or quality issues requires that the phone be mailed back to our service center for evaluation by our professional engineers.

Should you wish to proceed with a return or exchange, please contact us directly for further guidance. Upon acceptance of your return or exchange, we will provide you with a return label or an exchange label and instructions for where to send your package. Please note that we do not accept items returned to us without prior authorization.

2.Return and Exchange Categories

Certain categories of items are non-returnable and non-exchangeable, including but not limited to:

Customized items (such as special orders or personalized products)

Personal care items (such as beauty products)

Should you have any questions or concerns about specific merchandise, please contact us.

2.1. Inspection upon Delivery

We urge you to inspect your order upon receipt. If you encounter any defects, shipping damage, or receive incorrect items, please notify us immediately so that we may assess the issue and rectify the error.

3.EU 14-Day Cooling-Off Period

Notwithstanding the aforementioned provisions, for shipments destined for Europe, you are granted the right to cancel or return the goods within 14 days for any reason, without the need to provide an explanation. As mentioned previously, the goods must be identical to those received, unused and undamaged, with tags attached, and in their original packaging. Additionally, a receipt or proof of purchase is required.