Returns & refunds

Requesting a return

You may request a return within 60 days of delivery. Email support@vaultloom.com with your order reference, the item and the reason for your request.

Receiving instructions

Wait for the receiving instructions before sending a parcel. Please use the receiving address provided with your return authorization, rather than the business correspondence address. Ship an authorized return within 14 calendar days of receiving the instructions and keep a record of the shipment.

Damaged, incorrect or incomplete items

Report a damaged, incorrect or incomplete item within 14 calendar days of delivery. Describe the problem and include photographs where useful. Keep the item, packaging and included parts while customer care reviews the issue. This process does not remove any rights that apply by law.

Postage and return conditions

For a change-of-mind return, you pay return postage. There is no restocking fee. Original shipping charges are not refunded for a change-of-mind return. Inspection takes 2 business days after receipt; after refund approval, bank processing can take up to 8 business days.

Return items in their original condition with all supplied components. Pack the item securely and include your order reference. These change-of-mind conditions do not limit your rights for an item that is damaged, incorrect or not as described.

Refunds

We will confirm the outcome after inspecting the return or reviewing the reported issue. Approved refunds are sent to the original payment method. The inspection period and the time your bank takes to post funds are separate stages. Contact customer care if the stated bank-processing period has passed.

Changes and cancellation

Email support@vaultloom.com promptly with your order reference and requested change. A change or cancellation is confirmed only after customer care checks the order and responds.