Last updated: October 23, 2025
 
Thank you for shopping with Vortex Mass.

Because our products are made and fulfilled with care, all sales are final. Please review your order carefully before completing your purchase.
 
However, we understand that unexpected issues can happen. We offer refunds or replacements only under the following circumstances:
 
1. Damaged or Defective Items
 
 If your item arrives damaged, defective, or not as described, please contact us within 48 hours of receiving your order.
 
We will require:
 

• A clear photo or video of the issue

• Your order number

• A brief description of the problem

 
 Once verified, we will offer one of the following:
 

• A replacement of the same item (if available)

• A refund to your original payment method

 
2. Wrong Item Received
 
 If you receive an item that is different from what you ordered, please contact us within 48 hours so we can correct the mistake.

We will cover the cost of the return and send the correct item as quickly as possible.
 
3. Lost Packages
 
If your package is marked “delivered” but you have not received it:
 

• Please check with neighbors, front desk, or your local postal office.

• If the carrier confirms the package is lost, we will work with you on a solution, which may include a replacement.

 
4. Non-Returnable Items (All Sales Final)
 
Because we operate with limited drops and exclusive pieces, the following items cannot be returned or refunded unless damaged or defective:
 

• All clothing items

• Sale items

• Limited editions or special releases

• Items purchased with discount codes

 
5. Order Cancellations
 
All orders are final once placed.

We cannot guarantee cancellations unless the order has not been processed or shipped yet. Contact us immediately if a mistake was made at checkout.
 
6. How to Contact Us
 
For any questions or to begin a damage/defect claim, contact our support team at:

info.vortexmass@gmail.com
 
Please include your:
 

• Full name

• Order number

• Photos/videos (if applicable)

 
We respond within 24–48 hours.
 
7. Policy Updates
 
We may update this policy from time to time. Any changes will be displayed on this page with a new “Last updated” date.