Customer service

Return policy

Is your order not what you expected or need? Don’t worry, we’re here to help!

14-day unmodified return policy

You can only return items that are unused and unmodified within 14 days after you have received it. If this is the case, please follow the instructions on the return page.
Items that were used, fully unboxed, mounted or not in its original state will not be accepted for return.

In every case, the cost and risk of the return shipment are at your own expense.

Once we receive the returned item in its original state and package, we will provide you with a full refund. Please bear in mind that this process can take up to but no longer than 2 weeks.

Used or modified product return policy

In case something went wrong while you assembled or used your Vertex item, returns are no longer an option, but our support team is always ready to help you out! Please go to our technical support page.

If you return an assembled or used Vertex item to us, a refund is not possible.

In case you believe that your Vertex item has a manufacturing problem or if it is incomplete, please go to our technical support page and send us a message. We will repair or replace the defective materials as needed.

Damaged items

In the event that your purchased item was damaged during shipment, please send us a message by using the form below. Include a detailed description and pictures of the damaged item and our customer service will arrange replacements.

Shipping policy

Every order is processed at the earliest opportunity from the moment payment is received.

Velleman works with reliable external delivery partners such as GLS, and ships to all EU countries except Greece, Cyprus, and Malta.

Shipping costs

Free shipping in Belgium, France, Luxembourg, the Netherlands, and Germany on orders over €100.
Shipping costs for orders in the previously mentioned countries under €100 cost €7,95 (taxes included).

Free shipping in all other EU countries (except Greece, Cyprus, and Malta) on orders over €200.
Shipping costs for orders in all other EU countries (except Greece, Cyprus, and Malta) under €200 cost €23,95 (taxes included).

Payment methods

The Vertex online store takes every reasonable precaution to guarantee the safety of your online transactions and accepts the following payment methods:

We may expand the accepted payment methods in the future; additional payment methods will be announced on the website.
Ownership of the ordered products will only pass when the amounts due have been paid in full, regardless of whether delivery has taken place.

Warranty information

Coming soon!

All Terms and conditions of sale

Didn’t find the answer you were looking for? Check out our more elaborate Terms and Conditions of Sale document here.

Contact Customer Service

In case you did not find the answer you were looking for in the options above, please send us a message by using the form below and we will try to help you as soon as possible.

Describe your question or problem in English and if possible, include pictures. All information is of value to us to assess the matter.

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