Refund Policy
At Vorteq Carbon, every order is carefully inspected prior to shipment to ensure quality, accuracy, and proper condition. Due to the specialized and aftermarket nature of our products, all sales are treated as final unless an exception is explicitly provided within this policy.
By placing an order with Vorteq Carbon, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy in their entirety. This policy is incorporated by reference into Vorteq Carbon’s Terms of Service and must be read in conjunction with those Terms. In the event of any conflict, the Terms of Service shall govern.
IMPORTANT: This policy applies to all purchases made on vorteqcarbon.com. Submission of a return or refund request does not guarantee approval. All requests are subject to review and verification against the conditions stated below.
DELIVERY INSPECTION REQUIREMENT
All customers are required to inspect their order immediately upon delivery, before signing any carrier documentation or discarding packaging materials. Title to and risk of loss for all products transfer to the customer upon confirmed delivery by the shipping carrier. This step is essential to preserving your eligibility for any damage, defect, or shortage claim. All issues must be reported within fourteen (14) calendar days of the confirmed delivery date (defined as carrier tracking indicating successful delivery to the shipping address provided at checkout, including any available delivery confirmation such as timestamp, GPS data, or photographic evidence).
Required Documentation at Delivery:
- Photograph or video record the exterior of all packaging before opening, regardless of visible condition.
- Photograph or video record the product immediately upon unpacking.
- Note any visible damage to the packaging or product on the carrier’s delivery receipt before signing.
Failure to document packaging and product condition at the time of delivery may limit or void your eligibility for a carrier damage claim and may affect the outcome of any damage-related return request. All damage or defect reports must be submitted to Vorteq Carbon within fourteen (14) calendar days of the confirmed delivery date. Claims submitted after this window will not be accepted.
RETURN ELIGIBILITY
Vorteq Carbon accepts return requests under strictly limited conditions. Eligibility differs based on product type as outlined below.
Standard, In-Stock Items (Excludes Custom, “Made To Order” items)
Returns for standard, in-stock items will only be considered if all of the following conditions are satisfied:
- The item arrived damaged or defective, with documented photographic or video evidence submitted within fourteen (14) calendar days of confirmed delivery; or the incorrect item was received (wrong SKU, model, or specification);
- The item is unused, uninstalled, unmodified, and in its original, unaltered condition with no signs of wear, handling, or attempted installation;
- The item is returned in its original, undamaged packaging with all accessories, hardware, and documentation included;
- A Return Merchandise Authorization (RMA) number has been issued in writing by Vorteq Carbon prior to the return shipment being sent.
All conditions above must be met simultaneously. Satisfaction of one or more conditions does not independently qualify an item for return.
Custom / “Made to Order” Items
All custom and made-to-order products are final sale. Returns, exchanges, modifications, and cancellations are not accepted for any reason once production has commenced. The sole exception is as follows: a return or replacement may be considered if the item arrives with a confirmed manufacturing defect or shipping damage, provided that:
- Clear photographic or video evidence of the defect or damage is submitted to Vorteq Carbon within fourteen (14) calendar days of confirmed delivery; and
- The claim is verified and approved in writing by Vorteq Carbon following review.
No other circumstance, including but not limited to buyer’s remorse, shall constitute valid grounds for the return, refund, or exchange of any custom or made-to-order product.
General Conditions Applicable to All Returns:
Vorteq Carbon reserves the right to deny any return request that does not satisfy all applicable eligibility conditions. Submission of a return request does not constitute or guarantee approval. All returned items are subject to physical inspection upon receipt, and final determination of eligibility rests solely with Vorteq Carbon.
NON-RETURNABLE ITEMS
The following items are not eligible for return, exchange, or refund under any circumstances, except where a verified manufacturing defect is confirmed by Vorteq Carbon:
- Custom or “Made to Order” products, except in cases where the item is confirmed to be damaged or defective (see Custom Orders section below).
- Items that have been installed, used, modified, painted, or altered in any way.
- Items returned without a valid RMA number issued by Vorteq Carbon.
- Items returned after the fourteen (14) calendar day return window.
- Items not in their original packaging or missing accessories, hardware, or documentation.
- Items damaged due to improper installation, misuse, or negligence.
- Items purchased during clearance, final sale, or promotional events explicitly marked as non-returnable.
RETURN PROCESS & RMA AUTHORIZATION
Step 1 – Submit a Return Request
Contact Vorteq Carbon at support@vorteqcarbon.com within fourteen (14) calendar days of the confirmed delivery date. Your request must include:
- Your order number.
- A clear description of the issue (damaged, defective, incorrect item, or buyer’s remorse).
- Photographic or video evidence of the product and packaging condition.
- Your preferred resolution (replacement, refund, or exchange).
Step 2 – Await RMA and Return Instructions
Vorteq Carbon will review your request and respond within 48 hours. As long as Step 1 (submission of the return request) is completed within the fourteen (14) calendar day window from confirmed delivery, any delay in response time from Vorteq Carbon will not impact or void the eligibility of your request. If your request is approved, you will receive a Return Merchandise Authorization (RMA) number and return shipping instructions via email. Do not ship any item back without a valid RMA number. Unauthorized returns are not eligible for refund under any circumstances and may be refused upon delivery. If an unauthorized return is delivered, the customer will be contacted to arrange return shipping of the item at their expense, or the item may be deemed forfeited at Vorteq Carbon’s discretion, and no refund will be owed.
Step 3 – Ship the Item
Package the item securely in the original box it was shipped in, using the same packaging materials and protective methods as received. Returns shipped in different or inadequate packaging may be denied upon inspection. Include the RMA number visibly on the exterior of the package.
Customers are responsible for all return shipping costs, except in cases where the return is due to a verified error by Vorteq Carbon (verified manufacturing defect, confirmed shipping damage, or incorrect item shipped), in which case Vorteq Carbon will provide a prepaid return label at no cost to the customer.
For all other approved returns, you have the following options:
- Ship it yourself: Take the package to the carrier of your choice and pay for the shipping label directly. We recommend using a third-party shipping label service such as PirateShip or Shippo for discounted rates, as carrier-direct pricing can be significantly higher.
- Prepaid return label: Vorteq Carbon can provide a prepaid return shipping label upon request. The cost of the label will be deducted from your refund amount prior to issuance.
Important: If you ship the item yourself, we strongly recommend purchasing shipping insurance through your carrier. If you opt for a Vorteq Carbon prepaid label, no shipping insurance is included, and Vorteq Carbon is not liable for any loss or damage that occurs during return transit regardless of the shipping method used. We recommend obtaining a drop-off receipt from the shipping carrier at the time of package handoff as proof of shipment. Vorteq Carbon is not responsible for items lost, stolen, or damaged during return transit. All return shipments are at the customer’s risk until received and confirmed at our facility.
Step 4 – Inspection & Resolution
Upon receipt of the returned item, Vorteq Carbon will inspect the item within five (5) to seven (7) business days to verify: (a) the correct item has been returned; (b) the item is in its claimed condition; (c) the item meets all stated eligibility conditions. You will be notified of the inspection outcome via email. If the return is approved, your refund, replacement, or credit will be processed in accordance with the applicable section below. If the return does not meet the required conditions, Vorteq Carbon reserves the right to deny the return or issue a partial refund at its discretion.
RESTOCKING FEES
A restocking fee of twenty percent (20%) of the original item price applies to all approved returns. All approved returns, including but not limited to buyer’s remorse, incorrect ordering, change of mind, or any reason not attributable to a verified error or defect on Vorteq Carbon’s part, will be subject to this restocking fee. No restocking fee will apply where the return is due to a verified manufacturing defect, confirmed shipping damage, or an incorrect item shipped by Vorteq Carbon.
Customers are responsible for all return shipping costs unless the return is due to a verified error by Vorteq Carbon, including a confirmed manufacturing defect, verified shipping damage, or an incorrect item shipped. In such cases, Vorteq Carbon will provide a prepaid return shipping label at no cost to the customer.
For items confirmed as damaged in transit by the carrier, no restocking fee applies; however, the customer is responsible for filing the damage claim directly with the shipping carrier. Vorteq Carbon will assist in this process where possible but assumes no obligation of recovery.
Packages refused, returned to sender, or returned without a valid RMA number are subject to the 20% restocking fee plus deduction of all return shipping costs incurred, regardless of the reason for return.
Restocking fees are deducted from the refund amount prior to issuance. Vorteq Carbon reserves the right to issue a partial refund if the returned item does not fully meet all return eligibility conditions upon inspection.
REFUNDS
Once a returned item is received and inspected, refunds will be processed as follows:
- Approved refunds will be issued to the original payment method used at the time of purchase.
- Refunds will be processed within five (5) to seven (7) business days of inspection approval.
- Please allow an additional three (3) to five (5) business days for the refund to appear in your account, depending on your financial institution and payment method.
- Any shipping costs (Express or International Shipping) are non-refundable.
- Any applicable restocking fees will be deducted from the refund amount prior to issuance.
Vorteq Carbon reserves the right to issue a partial refund if the returned item does not fully satisfy all return eligibility conditions upon inspection. In such cases, the customer will be notified of the partial refund amount and the reason for the deduction prior to processing.
EXCHANGES
Vorteq Carbon does not offer direct product exchanges at the moment. If you are eligible for a return under the conditions outlined above, you may return the original item for a refund (subject to applicable restocking fees and inspection approval) and place a new order for the desired product.
Vorteq Carbon is not responsible for holding inventory or guaranteeing the availability of any product during the return and refund process. New orders are subject to current pricing and availability at the time of purchase.
CUSTOM & MADE-TO-ORDER PRODUCTS
Products listed as “Made to Order” or “Custom,” are manufactured specifically per the customer’s order. These products are non-returnable, non-exchangeable, and non-refundable under all circumstances, with the sole exception of a verified manufacturing defect confirmed in writing by Vorteq Carbon.
- Custom orders are not eligible for modification or cancellation after twenty-four (24) hours from the time of purchase, or once production has begun, whichever occurs first.
- Custom orders typically ship within one (1) to six (6) weeks from the date of order, depending on production queue, quality control, and logistics.
- International shipments for custom orders may take an additional seven (7) to twenty-one (21) days, subject to customs clearance.
- Customers are responsible for all applicable customs duties, import taxes, and regulatory fees for international shipments.
- Minor variations in finish, weave pattern, color, and dimensions are inherent to the handcrafted manufacturing process of carbon fiber and do not constitute defects or grounds for return.
By placing an order for a custom or made-to-order product, the customer expressly acknowledges and accepts these conditions as a material term of the purchase agreement.
FITMENT GUARANTEE
Vorteq Carbon provides a Fitment Guarantee for products explicitly listed as compatible with a specific vehicle application (e.g., 2015–2018 BMW F80 M3). The following conditions must all be satisfied to qualify for a Fitment Guarantee claim:
- The product must be installed, or installation must have been attempted, by a licensed professional automotive shop (defined below).
- The fitment issue must be reported within fourteen (14) calendar days of the confirmed delivery date.
- The claim must be supported by documentation including: (a) a professional shop invoice identifying the vehicle and product; (b) clear photographic or video evidence of the fitment issue; and (c) any additional information reasonably requested by Vorteq Carbon.
Terms: Licensed Professional Automotive Shop
For purposes of this Fitment Guarantee, a “licensed professional automotive shop” means a brick-and-mortar automotive repair or installation facility that holds a valid business license in its jurisdiction and employs or is operated by a technician with verifiable professional experience in automotive body, aerodynamics, or component installation. The following do not qualify: mobile installers, home-based installers, and self-described “professional” individuals not operating from a licensed commercial facility. DIY installations are not covered under the Fitment Guarantee under any circumstances.
Scope of Remedy:
The maximum remedy available under the Fitment Guarantee is limited to replacement of the non-fitting component, at Vorteq Carbon’s sole discretion. No consequential, incidental, or labor costs are covered. If a refund is requested instead of a replacement, the customer is responsible for all return shipping costs and any applicable restocking fees.
Vorteq Carbon reserves the right to request proof of installer credentials and shop licensing documentation before processing any Fitment Guarantee claim, and to deny claims where products have been misused, modified, damaged, or improperly handled. Failure to notify Vorteq Carbon of a fitment issue within fourteen (14) days of delivery constitutes a full and irrevocable waiver of any Fitment Guarantee claim.
DAMAGED OR DEFECTIVE PRODUCTS
All products are inspected by Vorteq Carbon prior to shipment. In the event that a product arrives damaged or is found to be defective, the following process applies:
- Report the issue to support@vorteqcarbon.com within fourteen (14) calendar days of the confirmed delivery date.
- Include your order number, a description of the damage or defect, and clear photographic or video evidence of both the product and the original packaging.
- Do not discard original packaging materials until the claim is resolved, as they may be required for carrier or insurance claims.
Vorteq Carbon will review the claim and, if the damage or defect is verified, will provide a replacement, repair, or refund at our discretion. Vorteq Carbon is not responsible for any installation costs, labor fees, or third-party expenses under any circumstances. Claims that do not include required documentation, or that are submitted outside the fourteen (14) day window, will not be eligible for resolution under this section.
Damage resulting from improper installation, misuse, vehicle modification, or failure to follow professional installation procedures does not constitute a manufacturing defect and is not eligible for return, refund, or replacement under this section.
ORDER CANCELLATIONS
Standard (In-Stock) Orders:
Standard orders may be canceled within twenty-four (24) hours of purchase for a full refund, provided the item has not yet shipped. Cancellation requests must be submitted in writing to support@vorteqcarbon.com with your order number. Requests received after the twenty-four (24) hour window, or after the order has been shipped, will not be accepted as cancellations. Such requests will instead be processed as a return of the delivered item and are subject to the standard return policy, including all applicable restocking fees.
Custom (“Made To Order”) Orders:
Custom and made-to-order products cannot be canceled, modified, or refunded at any point once production has commenced. Cancellation requests received prior to the commencement of production may be considered at Vorteq Carbon’s sole discretion and may be subject to a production initiation fee. There is no guaranteed cancellation window for custom orders; customers are advised to confirm all specifications before placing a custom order.
Vorteq Carbon reserves the right to cancel any order, at any time and for any reason, including but not limited to: pricing errors, inventory discrepancies, payment authorization failures, or suspected fraudulent activity. In such cases, any charges will be reversed in full, and the customer will be notified via email.
PACKAGES RETURNED TO SENDER
Packages may be returned to sender (Vorteq Carbon) by the carrier due to any of the following: missed delivery attempts, refusal by the recipient, an incorrect or undeliverable shipping address, or failure to retrieve the package from a carrier facility within the required hold period.
All packages returned to sender under these circumstances will be treated as a standard return and are subject to the following:
- A 20% restocking fee of the original item price.
- Deduction of all return shipping costs incurred by the carrier.
- Original shipping costs are non-refundable.
Customers are solely responsible for providing accurate and complete shipping information at the time of checkout. Vorteq Carbon is not liable for delivery failures, delays, or undeliverable packages resulting from customer-provided address errors. If a customer wishes to have the package re-shipped after a return-to-sender event, a new shipping fee will apply.
CHARGEBACKS & PAYMENT DISPUTES
By placing an order with Vorteq Carbon, you expressly agree to contact us at support@vorteqcarbon.com and allow a minimum of five (5) business days for resolution before initiating any chargeback, payment reversal, or dispute with your bank, credit card issuer, or payment processor. This obligation applies to all disputes, including but not limited to: shipping delays, product condition, fitment claims, defects, or cancellations.
The following do not constitute valid grounds for a chargeback or payment dispute:
- Buyer’s remorse or a change of mind after purchase.
- Failure to read product descriptions, fitment specifications, or production timeframes prior to ordering.
- Shipping delays caused by carriers, customs authorities, or circumstances beyond Vorteq Carbon’s control.
- Fitment issues resulting from DIY installation or failure to use a licensed professional installer.
- Minor product variations inherent to the handcrafted manufacturing process.
- Dissatisfaction with products that match the description and specifications listed at the time of purchase.
If a chargeback or payment dispute is initiated without first exhausting Vorteq Carbon’s internal resolution process, you acknowledge and agree that:
- Vorteq Carbon will submit all available evidence to the payment processor, including order records, communications, tracking and delivery confirmation, and all policy documentation accepted at the time of purchase.
- Any chargeback filed for an order confirmed as delivered to the address provided at checkout, where no prior contact was made with Vorteq Carbon, will be treated as potential fraud and may be reported to applicable payment networks and fraud prevention databases.
- Your account and any associated accounts may be immediately suspended, and you may be permanently banned from future purchases.
- Vorteq Carbon reserves the right to pursue recovery of the disputed amount, plus any chargeback fees imposed on Vorteq Carbon by the payment processor, through civil action or collections if the chargeback is determined to be unwarranted or fraudulent.
Nothing in this section waives your statutory right to dispute a charge with your financial institution. However, Vorteq Carbon will vigorously defend all legitimate transactions and will submit all relevant documentation in response to any claim filed.
CONTACT
For all return, refund, exchange, fitment, or cancellation inquiries, contact Vorteq Carbon directly:
Email: support@vorteqcarbon.com
Website: vorteqcarbon.com
When submitting a return or damage claim, include your order number, a description of the issue, and all supporting photographic or video evidence in your initial email to avoid delays. Response times are typically within twenty-four (24) hours.
Vorteq Carbon reserves the right to modify this policy at any time. Changes take effect upon posting to vorteqcarbon.com. The policy in effect at the time of your order governs that transaction.
