Refund & Return Policy

MADE IN INDIA. MADE FOR INDIA.

At VORTOYZ, we are committed to delivering premium, collector-grade military miniatures. Because our products are meticulously 3D printed, hand-assembled, and hand-painted, they require delicate handling. We have established this policy to ensure a fair process for our collectors while protecting the integrity of our studio’s craftsmanship.

1. Order Cancellations

  • Standard Orders: You may cancel your order within 24 hours of placement for a full refund. Because our assembly and packing process begins quickly, we cannot accept cancellations after this 24-hour window has passed.

  • Custom & Bulk Orders: Custom war-scene dioramas or bulk regimental orders cannot be cancelled once production has commenced.

  • To request a cancellation, please contact us immediately at vortoyz@gmail.com or call +91 93453 51510 with your Order ID.

2. Return Eligibility

We accept returns or replacement requests only under the following conditions:

  • The item received is completely incorrect (e.g., you ordered the MARCOS Frogman but received the Kumaon Lion).

  • The item suffered severe structural damage during transit.

Important Note on Craftsmanship: Every VORTOYZ miniature is individually hand-painted by our artists. Slight variations in camouflage patterns, color shading, or minor texture differences are natural characteristics of handcrafted resin products and do not qualify as “defects” for a return.

3. The Unboxing Protocol (Mandatory for Damage Claims)

To claim a replacement or refund for an item damaged in transit, you must provide an unboxing video. This is required for us to process claims with our courier partners.

  • The video must be continuous and unedited, starting from the opening of the sealed exterior shipping box to the inspection of the miniature.

  • The video must clearly show the shipping label and the condition of the internal protective packaging.

  • Claims without a valid unboxing video cannot be processed.

4. How to Initiate a Return or Replacement

If your order meets the eligibility criteria above, please follow these steps:

  1. Contact our dispatch team at vortoyz@gmail.com within 48 hours of receiving your delivery.

  2. Include your Order Number in the subject line.

  3. Attach the mandatory Unboxing Video and clear photographs highlighting the damage or the incorrect item.

  4. Our team will review your dispatch within 24-48 hours and notify you of the approval or rejection of your claim.

5. The Refund & Replacement Process

If your claim is approved, we will offer you the choice of a Replacement or a Refund:

  • Replacements: We will dispatch a new, thoroughly inspected miniature to your address at no additional shipping cost. Please note that crafting a replacement may take 5-7 business days if the item is not immediately in stock.

  • Refunds: If you opt for a refund, the amount will be processed and automatically applied to your original method of payment (Credit Card, UPI, Net Banking) within 5 to 7 business days.

6. Return Shipping

If we require the damaged or incorrect item to be shipped back to our Madurai headquarters, we will arrange a reverse pickup through our courier partners. You must securely pack the item in its original box with all protective foam/bubble wrap included.

7. Non-Returnable Items

The following items are exempt from being returned or refunded:

  • Gift cards.

  • Customized or personalized war-scene dioramas.

  • Items damaged due to improper handling, dropping, or display by the customer after successful delivery.

8. Contact HQ

For any questions regarding your order status, returns, or refunds, please reach out to us:

Email: vortoyz@gmail.com Direct Line: +91 93453 51510 Headquarters: NO:6, MEENAKSHI ILLAM, P & T Nagar, 3rd Cross Street, MADURAI, TAMIL NADU 625014, INDIA