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At VERTU, should you find any dissatisfaction with your purchase for any reason, please do not hesitate to contact us directly. We will provide tailored solutions based on your circumstances.

We uphold a 7-day return policy, allowing 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 identical to the one received, complete with tags, and in its original packaging. Items must be in pristine condition, devoid of any scratches, dents, abrasions, impacts, cracks, breakage, irremovable stains, or any other signs of use that impair its original state, in order to qualify for a no-reason return within the first 7 days commencing from the day after receipt. A receipt or proof of purchase is also required.

In cases of performance failure or quality issues with the product, mobile devices are eligible for returns within 7 days, exchanges within 15 days, and a one-year warranty (excluding damages due to human error). Evaluation of performance failures or quality issues requires mailing the mobile phone back to our repair center for assessment by professional engineers.

To initiate a return or exchange, kindly reach out to us directly for further guidance. Upon acceptance of your return or exchange, we will provide you with return shipping labels and instructions on where to send the package. Please be advised that items returned to us without prior authorization will not be accepted.

  • DAMAGE AND ISSUES

We urge you to inspect your order upon receipt. If you encounter any defects, damages, or receive incorrect items, kindly inform us immediately so that we may assess the issue and rectify any errors.

  • EXCEPTIONS/NON-RETURNABLE ITEMS

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

  • Customized items (e.g., special orders or personalized products)
  • Personal care items (e.g., beauty products)

If you have any queries or concerns regarding specific items, please do not hesitate to contact us. Please note that we do not accept returns for sale items or gift cards.

  • REMINDERS

The most expeditious method to obtain what you desire is by returning the item in your possession. Once the return has been accepted, kindly proceed to purchase the new item separately.

  • EU 14-DAY COOLING-OFF PERIOD

Despite the aforementioned stipulations, if the items are shipped to Europe, you retain the right to cancel or return your order within 14 days for any reason, without the need for justification. As delineated above, the items must be identical to those received, unused and unblemished, with tags attached, and in their original packaging. Additionally, a receipt or proof of purchase is required.