Return policy

Last updated: 15/11/25

At Voltrix, we take customer satisfaction seriously. This policy details the conditions under which a refund may be granted.

1. Time limit for requesting a refund

Requests for refunds for defective, damaged or incorrect products must be submitted within 14 days of receiving the order.

Any application received after this deadline cannot be accepted.

2. Refunds accepted

A refund can only be granted in the following cases:

  • Product received was defective

  • Product damaged upon arrival

  • Product does not match the order

  • Product not received after the maximum stated delivery time

3. Required evidence

In order to process any refund request, the customer must provide:

  • One or more clear photosof the product showing the defect or damage

  • A video, if necessary, to demonstrate the problem (operation, malfunction, etc.)

  • A photo of the packaging and shipping label

  • The order number

An application without complete proof cannot be accepted.

No product return is required in these cases.

4. Refunds refused: Change of mind

No refunds are given in the following situations:

  • Change of mind after ordering

  • Wrong color, wrong size, or wrong model chosen by the customer

  • Order placed in error

  • Product found cheaper elsewhere

  • Incompatibility of use not mentioned in the product description

  • Customer who no longer likes the item

Orders are processed quickly, so it is impossible to cancel them once confirmed.

5. Damage verification (how to determine if the customer has broken the product)

To verify that a product was actually received damaged and not broken by the customer, our team analyzes:

  1. The photos and videos received

  2. The condition of the packaging and the cardboard box (impact, crushing, holes, tears)

  3. The consistency between the type of damage and the external condition of the package

  4. Tracking information (e.g., package reported as damaged during transport)

If the evidence clearly indicates damage caused after receipt or misuse of the product, the claim may be refused.

6. Products are non-refundable for hygiene reasons

For hygiene reasons, some items are non-refundable unless they are received defective:

  • Makeup products

  • Beauty products

  • Personal accessories

  • Articles in direct contact with the skin

7. Refund Process

Once the application is approved:

  • The refund will be issued via the original payment method.

  • A processing time of 3 to 7 business days may be required depending on the customer's bank.

  • A confirmation email will be sent

8. Non-refundable fees

The following are not refundable:

  • Initial delivery charges (if applicable)

  • Orders declared as delivered to the address provided

  • Orders not collected or refused

  • Products used or damaged without valid proof

9. Contact

For any requests or questions, please contact our customer service:
Voltrix.store@gmail.com