Refund policy

Return Policy

At Vortex Shift, we want you to feel complete confidence in the magnetic tactile snap, carbon paddle ergonomics, and billet rigidity of our sim-racing hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because CNC-machined anodized aluminum brackets and 3K carbon fiber paddles feature precision-finished surfaces susceptible to countersunk bolt scoring, Allen wrench slips, and thread wear during rig mounting, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Sim Hardware Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The magnetic paddle shifter, sequential gearbox, carbon fiber paddle set, or aluminum mounting bracket must be completely unbolted from steering wheel hubs or aluminum profiles, unsoiled, and in its original, brand-new condition.
  • Bolt Torque Mark & Carbon Finish Inspection Notice: Hardware may be carefully unboxed indoors in clean, dry hands to visually inspect dimensions and paddle reach. We strictly cannot accept shifters or brackets that have been bolted onto wheelbases, quick-releases, or 80/20 aluminum extrusions (tightening M5/M6 stainless bolts leaves permanent washer compression rings and bright metal gouges inside black anodized mounting slots, while vigorous shifting leaves micro-scratches on carbon clear-coats).
  • Braided USB-C data cables must remain factory-tied with original protective connector caps intact.
  • All original packaging—including custom-molded EVA foam cases, sealed stainless fastener packs, throw-adjustment shims, hex keys, attached hangtags, and calibration manuals—must remain 100% complete and undamaged inside the return parcel.
  • Commercial esports arena bulk orders or items sold as clearance are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because billet aluminum shifters and carbon fiber paddles require rigid foam-lined boxing to prevent impact damage in transit, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Vortex Shift cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@vortexshift.shop within 30 days of delivery. Please include your order number, hardware model, wheelbase brand/model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a paddle size, mounting bracket style, or delivery address), contact us immediately at support@vortexshift.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our hardware quality control technicians will inspect each component under bright lighting (verifying unscratched anodized mounting slots free of bolt marks, unblemished 3K carbon fiber paddles, factory-tied USB cables, sealed fastener bags, and complete EVA foam cases). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@vortexshift.shop for further assistance.