Politique de remboursement

1. Return and refund policy

Vtx Shop

Legal business name: GRUPO JOHN, LLC
EIN: 61-2343380
Business address: 7345 W Sand Lake Rd, Ste 210, Office 6641, Orlando, Florida 32819, United States
Customer support email: contact@vtxshop.com
Website: https://vtxshop.com
Credit card statement descriptor: Vtxshop

1. General Policy

This Return and Refund Policy applies to purchases made through Vtx Shop, operated by GRUPO JOHN, LLC, for customers in the United States and France.

Our products are shipped directly from China through third-party suppliers and fulfillment partners. Vtx Shop does not require customers to physically return products as a condition of an approved refund under this policy.

All refund requests must be submitted to contact@vtxshop.com within the applicable request period described below.

Nothing in this policy excludes, restricts, or replaces any consumer right or remedy that cannot legally be excluded or restricted under applicable law.

2. Refund Request Period

Customers in the United States

For delivered products, customers may request a refund within 30 calendar days after delivery.

For orders that have not arrived, customers may request a refund if the order has not been delivered within 15 business days after shipment.

Customers in France

French consumers generally have a statutory right to withdraw from eligible distance purchases within 14 calendar days after receiving the goods, without giving a reason and without incurring a penalty for exercising that right.

For an order containing multiple goods delivered separately, the statutory withdrawal period generally begins when the consumer, or a third party designated by the consumer other than the carrier, receives the last item.

To exercise the statutory withdrawal right, contact contact@vtxshop.com within the applicable 14-day period. You do not need to provide a reason or photographs to exercise this statutory right.

In addition to the statutory withdrawal right, customers may request a refund under our standard 30-day policy after delivery. For dissatisfaction-based requests under this additional policy, photographs of the product and a clear explanation of the concern are required.

The standard 30-day policy does not shorten, replace, or limit the statutory rights available to French consumers.

3. Eligible Reasons for Refunds

Subject to the applicable statutory rights and the conditions in this policy, a refund may be approved for the following reasons.

Damaged or defective products: The product arrives damaged or has a defect. Please provide photographs showing the condition of the product and a description of the issue.

Incorrect products: You receive an item that differs from the item ordered. Please provide photographs of the item received and explain the discrepancy.

Non-delivery: Your order has not arrived within 15 business days after shipment. We will review the available tracking and fulfillment information.

Product dissatisfaction: You are dissatisfied with the product and submit your request within 30 calendar days after delivery, including photographs of the product and a clear explanation of your concerns.

Statutory withdrawal in France: French consumers may exercise the applicable statutory withdrawal right within the legal period without providing a reason or evidence of a product defect, subject to statutory exceptions.

Submitting a request does not automatically guarantee approval under the standard discretionary refund policy. Requests will be assessed based on the information provided, the circumstances of the order, and applicable law.

4. Personalized Products

Personalized or custom-made products are not eligible for discretionary refunds based solely on dissatisfaction under our standard policy, except where otherwise required by applicable law.

Under French consumer law, the statutory right of withdrawal may not apply to goods made to the consumer's specifications or clearly personalized, where the legal exception applies.

This exclusion does not remove any mandatory rights or remedies relating to products that are defective, damaged, incorrect, or otherwise subject to a legally required remedy.

5. How to Request a Refund

To request a refund, email contact@vtxshop.com within the applicable request period.

Please provide:

Your order number.
The product concerned.
A description of the reason for your request.
Photographs where required for a damage, incorrect-item, or standard dissatisfaction claim.
Available tracking information for a non-delivery claim.

We may request additional information reasonably necessary to identify the order and assess the claim. Such requests will not be used to restrict a statutory right of withdrawal or another mandatory consumer right.

For French statutory withdrawal requests, customers may use the model withdrawal form at the end of this policy or send any other clear statement communicating their decision to withdraw.

6. No Physical Product Return Required

Vtx Shop does not require the customer to physically return a product when a refund is approved under this policy.

After approval, the customer may keep the product or dispose of it as they prefer. No shipment of the item back to Vtx Shop or to our third-party supplier is required.

This arrangement also applies to approved refunds arising from a valid statutory withdrawal request from a French consumer. Customers are not required by Vtx Shop to send the physical product back as a condition of reimbursement.

7. Refund Processing

For standard refund requests, once a refund has been approved, GRUPO JOHN, LLC will initiate the refund to the original payment method within 10 business days.

For a valid statutory withdrawal exercised by a French consumer, reimbursement will be initiated without undue delay and no later than the period required by applicable French and European consumer law. Because physical return of the product is not required, the absence of a return shipment will not be used to postpone reimbursement.

For statutory withdrawal requests in France, reimbursement will ordinarily be initiated within 10 business days, subject to the applicable statutory deadline.

Refunds will be issued to the original payment method unless applicable law requires otherwise. The transaction may appear on your financial statement under the billing descriptor Vtxshop.

Depending on the payment provider or financial institution, additional time may be required for the credit to appear in your account.

If your refund has not appeared after allowing reasonable time for processing, contact contact@vtxshop.com.

8. Order Cancellation and Non-Delivery

If an order cannot be shipped or delivered within an applicable promised or legally required timeframe, we will provide any notice, cancellation option, or refund required by law.

For an order that has not arrived within 15 business days after shipment, contact our support team with your order number and any available tracking information.

We will review the order status and determine the appropriate resolution. Where a refund or cancellation is required by applicable law, this policy does not limit that right.

9. Model Withdrawal Form for Consumers in France

This form may be used by a French consumer exercising a statutory right of withdrawal for an eligible distance purchase.

To: GRUPO JOHN, LLC, operating as Vtx Shop
7345 W Sand Lake Rd, Ste 210, Office 6641
Orlando, Florida 32819
United States
Email: contact@vtxshop.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Product name or description: ______________________________

Order number: __________________________________________

Ordered on: ____________________________________________

Received on: ___________________________________________

Consumer name: ________________________________________

Consumer address: ______________________________________

Date of notice: _________________________________________

This form may be submitted by email to contact@vtxshop.com. An email or another unambiguous statement communicating the decision to withdraw may also be used.

Vtx Shop does not require physical return of the goods for reimbursement under this policy.

10. Applicable Law and Consumer Rights

This policy is administered under the laws of the State of Florida, United States, subject to mandatory consumer protection laws applicable to the transaction.

For consumers in France, nothing in this policy limits mandatory statutory rights, including rights relating to withdrawal from distance contracts, legal conformity remedies, and remedies for hidden defects where applicable.