Refund policy

Return and Refund Policy

1. Right of Withdrawal

Under EU Directive 2011/83/EU, customers in the European Union have the right to withdraw from their purchase within 14 calendar days of receiving their order, without providing any reason.

To exercise this right, notify us before the 14-day period expires by contacting us at:

  • Email: info@verticemx.com
  • Address: Calle Jose Luis Pecker 27, 3B, Madrid (28055), Spain

Once we receive your withdrawal request, you have 14 additional days to return the product.

2. Return Conditions

To be eligible for a return, items must be:

  • In their original condition, unused and undamaged
  • In their original packaging
  • Accompanied by proof of purchase

The following items are exempt from the right of withdrawal:

  • Customised or personalised products
  • Sealed goods that have been opened and cannot be returned for hygiene reasons
  • Digital products that have been downloaded or accessed

3. Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless the product is defective or the wrong item was sent. We recommend using a tracked shipping service, as we cannot be held responsible for lost returns.

4. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 14 days using the same payment method used for the original purchase.

5. Defective or Incorrect Products

If you receive a defective or incorrect product, please contact us within 30 days of receipt at info@verticemx.com. We will arrange a replacement or full refund at no additional cost to you, including return shipping.

6. Legal Guarantee

All products are covered by a legal guarantee against lack of conformity, in accordance with EU Directive 2019/771 and Spanish Royal Decree-Law 7/2021.

7. Online Dispute Resolution

EU consumers may submit complaints through the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

8. Contact

For any questions regarding returns or refunds, please contact us.