Refund policy

*OUR RETURN POLICY AND PROCESS*

Vaultlux is 100% committed to serving our customers with the best product quality and customer service. We offer a return policy within 30 days of the original purchase of the product and guarantee a 1-year limited warranty for select safes with product registration.

If you have received a damaged/defective item or an item that is not the one you ordered, please contact customer service within 7 days.

General Returns Policy

Product Condition - Unopened Box (Original Packaging) - Policy

• A full refund（the actual shipping costs will be deducted from your refund）
• In most cases, we will issue a refund (less any applicable freight or other charges) in the same form of payment originally used to purchase the product. Please allow up to ten (10) business days for your refund to be posted.

Product Condition - Unopened Box (Original Packaging) - Refund Amount*

• Full product value refund.
• Less shipping fees.
• Any promotional or free products will need to be returned,or at your request, we may bill you for the value of the product plus shipping.
• For products that offer free shipping, the actual shipping costs will be deducted from your refund.

Product Condition - Opened Box - Policy

• Delivery, and return shipping fees apply. (If the delivered product is incorrect due to our error, we will exchange for the correct product or issue a full refund.)
• In most cases, we will issue a refund (less applicable freightor other charges) in the same form of payment initially used to purchase the product. Please allow up to ten (10) business days for your refund to be posted.
• To be eligible for a return, please make sure that the product is in its original packaging

Product Condition - Opened Box - Refund Amount*

• Full product value refund.
• Less a 20% restocking fee.
• Less shipping fees (both ways).
• Any promotional or "free" products will need to be returned,or at your request, we may bill you for the value of the product plus shipping.
• For products that offer free shipping, the actual shipping costs will be deducted from your refund.

Product Condition - Damaged Product - Policy

• If you received a damaged/defective item or an item that is not the one you ordered, please contact customer service within 7 days.

Product Condition - Damaged Product - Refund Amount*

• Exchange for a new product or full refund.
• Any promotional or “free” products will need to be returned, or at your request, we may bill you for the value of the product plus shipping & handling.

*All requests for refunds and exchanges must be made within 30 days of the product shipment. If canceled 24 hours after the order date, the actual shipping charge may apply.

If you need to cancel or change your order for some reason, please contact us via vaultlux@hotmail.com. Unfortunately, we cannot cancel an order once the item is shipped from our warehouse, so contacting us as soon as possible is essential. If we cannot cancel the order before it is shipped, you will need to return the item according to our General Return Policy (see above for details).

Detail information you need to provide

If it is determined your safe needs to be returned our customer support team will provide you with a return detail. Please have the following information available when contacting customer support (via vaultlux@hotmail.com) :

• Purchaser's name and mailing address, email address, and phone number
• Online order number
• Detailed description of problem (Please provide the pictures or videos)

Prepaid Return Labels

We do not provide prepaid return labels and you are responsible for covering shipping costs to return.

How to get a replacement?

We’re happy to assist, please contact us with your order details.

Additional information on our Return Policy

• Items must be undamaged and returned in their original packaging.
• We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
• Damaged, defective, or incorrect items must be reported within 7 days of delivery.

Terms and Conditions ( Linked Warranty )

Vaultlux® is committed to building high quality products and will make every effort to ensure our products are free from any defects. We warrant to the purchaser that. The Vaultlux safe will be free from defects in materials or workmanship for a period of one year from the date of purchase. This warranty does not cover abuse, misuse, use in any manner for which is not designed, neglect, modification, damage inadvertently caused by the owner; accidents, and/or tampering.

This warranty is not an insurance policy. Any damage to the Vaultlux safe as a result of misuse, tampering, abuse, neglect, accident, improper installation, modification, unauthorized service, destruction, or the alteration of the serial number, or use violate of the instructions furnished by the Company will void this warranty.

These warranties are not assignable or transferable to any other person.

The sole responsibility of the Company shall be limited to the repair or replacement (in its sole discretion) of any component of the Vaultlux safe which fails to confirm to this warranty at no cost to the purchaser for the period of the warranty.