Exchange & Return Policy

1. Scope

This policy covers numbers and account credit bought through the VanityXO portal. It is part of our Terms & Conditions. Nothing in it limits any right you have under applicable law.

2. Numbers are delivered instantly

Numbers are digital goods, delivered to My Numbers as soon as an order is paid. Because of that, we don’t accept returns or give refunds for a change of mind once a number has been delivered.

3. Replacements

We will replace a number, or refund it if we can’t replace it, when:

• The number doesn’t work as described, for example its account number or PIN is rejected by the receiving carrier even though they were entered exactly as shown in My Numbers.
• The number was delivered on a different carrier from the one you ordered.
• The order was charged twice or charged the wrong amount.

Replacements are issued on the same carrier and, where possible, in the same area code or ZIP code. A replacement number has its own 7-day validity period from delivery.

4. How to ask

• Open a request in Help & Support within the number’s 7-day validity period, choosing Report a Porting Issue or Request a Replacement Number.
• Include the phone number, the order number and what happened. Screenshots of any carrier error help.
• We may ask for more information before deciding. We aim to reply within one business day.

5. Refunds

Approved refunds go back to the original payment method, or to your account credit if you paid with credit or ask us to. Card refunds can take 5–10 business days to appear, depending on your bank.

6. What isn’t covered

• A change of mind, or ordering the wrong carrier, area code or quantity.
• Numbers that expired before a port was started, or requests made after the validity period.
• Ports rejected because of details entered incorrectly with the receiving carrier, or because of the receiving carrier’s own requirements or promotions.
• Numbers used in breach of our Terms or Fraud Policy.

7. Account credit

Account credit can be used for any order on your account. Unused credit isn’t refundable as cash except where the law requires it or we agree in writing.

8. Chargebacks

Please contact us before disputing a charge with your bank; most problems are fixed faster through a request. Chargebacks are handled as described in our Terms & Conditions and Fraud Policy.

9. Changes and contact

We may update this policy from time to time; changes take effect when posted here with a new “Last updated” date. Questions: support@vanityxo.com.