At Vertice, we want you to love what you ordered. If something is not right, we are here to help. This policy applies to all purchases made on verticeco.com and sets out your rights and our obligations clearly, so there are no surprises.

Please read this policy before making a purchase. By placing an order, you agree to the terms below.

We offer a 30-day return window from the date you receive your order, or the last item in your order if delivered in multiple shipments.

To be eligible for a return, your item must meet all of the conditions in Section 04.

If your order has not yet been fulfilled or shipped, you may cancel it at any time at no cost.

EU customers may also use the dedicated Right of Withdrawal function in their account. See Section 06.

For any difficulty, contact us at support@verticeco.com.

To be accepted for a return, all items must be:

Items that do not meet these conditions will not be accepted and will be returned to you at your cost. We reserve the right to refuse a return if items show signs of use.

The following items cannot be returned or refunded, except where required by applicable law including statutory rights under the UK Consumer Rights Act 2015 or Australian Consumer Law.

• Personalised or custom-made items made to your specifications
• Sealed hygiene items that have been opened, including underwear, swimwear, and bodysuits where the hygiene seal has been removed
• Final sale or clearance items marked as "Final sale" at the time of purchase
• Gift cards
• Items returned outside the 30-day return window without prior written agreement from Vertice

• The 14-day period begins on the day you, or a person you designate, physically receive the last item in your order
• If the last day falls on a Saturday, Sunday, or public holiday, the deadline is automatically extended to the next business day
• You may submit a withdrawal request before your order is delivered

• We will refund all payments received, including standard delivery charges, but not supplementary costs if you chose a delivery method other than our standard option
• Refunds will be issued within 14 days of receiving your returned item, or proof of postage, whichever comes first
• Refunds are made using the same payment method used for the original transaction. You will not incur any fees

You are responsible for the direct cost of returning the goods unless the item is faulty or not as described. Items must be returned within 14 days of submitting your withdrawal request.

• Goods made to your specifications or clearly personalised
• Sealed goods not suitable for return due to health or hygiene reasons, unsealed after delivery, such as underwear, swimwear, or bodysuits where the hygiene seal has been broken

These exemptions are listed in Article 16 of EU Directive 2023/2673 and will be clearly disclosed at the point of purchase where applicable.

Refunds are issued to the original payment method used at checkout, or as store credit if you request it. We are unable to issue refunds to a different card or account. Credit and debit card refunds may take an additional 3 to 5 business days to appear on your statement, depending on your bank.

Original shipping charges are non-refundable unless the return is due to our error, except for EU customers exercising their right of withdrawal as described in Section 06.

If you would like to exchange an item for a different size or colour, we are happy to help. To request an exchange:

Prefer not to wait for a refund to your card? You may request store credit instead. Store credit is issued as a gift card to your Vertice account, valid for 12 months from the date of issue, and can be used on any future purchase at verticeco.com.

To request store credit instead of a refund, simply indicate your preference when submitting your return request in your account, or contact us at support@verticeco.com before your return is processed.

We recommend using a tracked shipping service for all returns. Vertice is not responsible for items lost or damaged in transit on their way back to us. Keep your proof of postage until your refund has been confirmed.

If you receive an item that is damaged or defective on arrival, incorrect (wrong item, size, or colour), or not as described on the product page, please contact us within 48 hours of delivery at support@verticeco.com with your order number, a clear description of the issue, and photographs of the item and packaging.

We will arrange a free return, replacement, or full refund at no cost to you. Failure to report damage within 48 hours may affect our ability to process your claim, though your statutory rights remain unaffected.