Cancellation and 30-Day Return & Exchange Policy (as of 6/30/23)
Please familiarize yourself with the policy before placing your order. We reserve the right to update and change this policy at any time.
- 4% cancellation fee for orders cancelled before shipping.
- 10% restocking fee for unused products in their original packaging, that have been delivered.
- 20% restocking fee for items that have been opened and installed. Returns and exchanges must include original packaging and all hardware and accessories.
- All sales of open box or discounted “used” products are final. No refunds, returns, or exchanges will be accepted.
- Any products modified or damaged by the customer are non-refundable and will not be accepted for return or exchange.
- (Added on 4/23/24) We are unable to accept returns from international orders at this time.
Purchases made at Vanultra.com can be returned or exchanged for any reason within 30 days of purchase. Returns and exchanges will not be accepted 30 days past the purchase date, but we are available to assist with troubleshooting and problem solving. We will do our best to suggest a solution for you!
To initiate the return/exchange process, please contact sales@vanultra.com and include a detailed explanation of the reason for the return/exchange and include a copy of the original sales order. If deemed acceptable by Vanultra per the 30 day Return & Exchange Policy, an RMA will be issued.
Returns, exchanges, and what is an error or defect is at the sole discretion of Vanultra. In the scenario a mistake or manufacturing defect return/exchange is authorized, Vanultra will cover the shipping costs. Vanultra reserves the right to return any unacceptable products back to the sender, including but not limited to, products that have been modified from its original at-sale condition.
A product is not eligible to be returned or exchanged without first obtaining an RMA number from Vanultra. Any product returned or exchanged without an RMA number will not be processed nor will a refund be issued.
Once you are issued an RMA, securely pack the item(s) in the original shipping cartons with original Vanultra packaging and packing slip. Please ensure that all items and smaller packaging are properly secured and padded within the outermost package(s) to avoid any damage during transit. No refund will be issued for items damaged during transit due to insufficient padding. We strongly suggest you insure the return/exchange package(s) in case damage occurs or the package(s) is lost during transit. Vanultra cannot be held liable or responsible for items lost or damaged in transit.
The return/exchange shipment must arrive at our facility within three (3) weeks of the RMA approval being issued. Return/exchange shipments received outside of this period may be denied and returned to the customer.
For returns, please allow 7-10 business days after the package(s) arrives at our facility for your return to be processed and credit to be issued to your card; no cash refunds. As soon as the return is processed, you will receive an email confirmation.
For exchanges, please allow 7-10 business days after the package(s) arrives at our facility for your exchange to be processed and shipped. As soon as the exchange is processed, you will receive an email confirmation. Once the tracking number is created, you are responsible for charges due to address changes or canceled orders.
In the event a product is discontinued, reasonable attempts will be made to fix any issues. If item cannot be fixed or is subject to replacement and the product no longer exists, store credit will be issued.
Receiving and Inspecting Your Order / Damaged Shipments
If you determine the product is damaged upon visual inspection, take pictures, reject the delivery, and notify us as soon as possible at sales@vanultra.com. If the packaging is damaged, but you are unsure if the product is damaged, take pictures, obtain an Exception Number from the driver, and notify us as soon as possible. Regardless of the condition of the packaging, please inspect your product and notify us within three (3) days of any concealed damages. When you accept a damaged shipment, you are responsible for shipping expenses. Shipping charges are non-refundable.