Refund policy
Returns, Refunds & Order Cancellation Policy
At VaultVac, we want every order to arrive safely and match the quality expected from our travel gear. This policy explains how cancellations, returns, exchanges, damaged items and refunds work.
Order cancellations
You may request to cancel your order until it is set as fulfilled by using the cancellation link available on your order page or order confirmation page.
If your order has already been processed, packed, or handed over to the courier before the cancellation request is reviewed, we may no longer be able to stop the shipment. In that case, you can still request a return after delivery in accordance with this policy and your applicable consumer rights.
After a successful cancellation, your refund will be issued to the original payment method.
EU electronic withdrawal function
For eligible EU consumer orders, VaultVac provides an electronic withdrawal option, such as a button or link, that allows you to request withdrawal from your online order directly through the store interface, including your order page where available.
After submitting a withdrawal request, you will receive confirmation by email.
This electronic withdrawal option does not limit your statutory consumer rights.
30-day return policy
We offer a 30-day return window from the date your order is delivered.
To be eligible for a return, the item must be unused, clean, complete, and returned with all original accessories, manuals, tags, protective materials and packaging where reasonably possible.
For VaultVac products, this includes, where applicable:
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luggage, backpacks and bags;
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vacuum bags and compression accessories;
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air pumps;
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locks, trackers, scales and travel accessories;
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toiletry kits, passport holders, luggage tags and other bundle items.
Returned products must not show signs of travel use, airline handling, stains, scratches caused by use, odours, missing parts, or damage caused after delivery.
You will need your order number, receipt, or proof of purchase.
How to start a return
To start a return, use the return or withdrawal link available on your order page, or contact us at:
If your return request is accepted, we will send you return instructions by email, including the warehouse address where the item must be sent. Returns may need to be sent to one of our EU warehouses, depending on your location and the product ordered.
Items sent back without first requesting a return may not be accepted.
Return shipping costs
For standard returns where the product is not defective, damaged, or incorrect, the customer is responsible for the return shipping cost.
We recommend using a tracked shipping service and keeping your proof of postage until the return has been received and processed.
If the item is defective, damaged in transit, or you received the wrong product, VaultVac will cover the reasonable return or replacement shipping costs.
Damaged, defective, missing, or wrong items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, incomplete, or incorrect, contact us as soon as possible at contact@vaultvac.com with:
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your order number;
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photos of the product;
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photos of the packaging;
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photos of the shipping label;
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a short description of the issue.
Once reviewed, we will offer an appropriate solution, which may include a replacement part, replacement product, exchange, repair, or refund, depending on the issue.
This does not affect your statutory rights.
Courier damage
If your order was damaged by the courier, please contact us immediately and keep all packaging materials until the case is resolved.
Damage caused during delivery is not treated as a standard customer-paid return. We will review the case and help arrange the appropriate solution.
Exchanges
The fastest way to exchange an item for a different product, colour, or bundle is to return the original item and place a new order after your return is accepted.
If the exchange is due to a defective, damaged, missing, or incorrect item, we will help arrange a suitable replacement or solution after reviewing the case.
Replacement products are normally shipped after the returned product has been received and inspected, unless we confirm otherwise by email.
EU 14-day right of withdrawal
If your order is shipped to a consumer in the European Union, you have the right to withdraw from your purchase within 14 days from the date of delivery, without giving a reason.
To exercise this right, you may use the withdrawal link available on your order page where available, or contact us at:
After informing us that you wish to withdraw, you must return the item according to the return instructions provided.
The item may be inspected in the same way you would inspect it in a physical store. However, if the item has been used beyond what is necessary to inspect its nature, characteristics and functioning, we may reduce the refund to reflect any loss in value, where permitted by applicable law.
The EU right of withdrawal does not affect your legal guarantee rights for faulty or non-conforming products.
Non-returnable items
The following items cannot be returned unless they are defective, damaged, incorrect, or unless required by applicable law:
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personalised or custom-made items;
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gift cards;
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items that are missing essential parts or accessories due to customer handling;
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items damaged through misuse, improper care, accidental damage, overloading, airline handling, or normal wear and tear.
This does not limit any rights you may have under applicable consumer protection laws.
Sale items and promotional discounts
Products purchased during a sale, promotion, bundle offer, or with a discount code may still be returned if they meet the conditions of this policy.
Refunds for discounted items will be based on the price actually paid.
Refunds
Once your return has been received and inspected, we will notify you by email whether the refund has been approved.
If approved, the refund will be issued to your original payment method.
Refunds are usually processed within 10 business days after approval. Your bank, card provider, or payment service may need additional time to post the refund to your account.
If more than 15 business days have passed since your refund was approved, please contact us at:
For eligible EU withdrawal returns, we will refund the amount required under applicable consumer law, including standard delivery costs where required. Additional paid shipping upgrades, express shipping, gift wrapping, or other optional services may not be refundable unless required by law.
Legal guarantee
VaultVac products are covered by the applicable legal guarantee for faulty or non-conforming goods.
This means that if a product is defective, does not match the description, or does not work as reasonably expected, you may be entitled to a repair, replacement, price reduction, or refund, depending on the situation and applicable law.
The legal guarantee does not cover damage caused by misuse, accidents, airline or third-party handling, normal wear and tear, improper storage, unauthorised repairs, overloading, or cosmetic damage caused during use.
Contact
For any return, refund, cancellation, damaged item, or warranty question, contact us at: