The short version: 30 days to return anything, for any reason. Ten years of structural guarantee after that. If something is wrong with your order, we fix it — you don't argue for it.
You have 30 days from the day your order is delivered to request a return, for any reason. You do not need to justify the decision.
To be eligible, the item must be:
We inspect every returned piece by hand. Leather records use quickly — a wallet carried for a week cannot be returned as unused, and we will contact you if a returned item does not meet these conditions.
In addition to the 30-day policy above, you hold a statutory right of withdrawal within 14 days of receiving your order, under EU Consumer Rights Directive 2011/83/EU and, in the United Kingdom, the Consumer Contracts Regulations 2013.
Within this 14-day window:
You may notify us of withdrawal by emailing help@vaultvise.com with your order number and the word WITHDRAW. Nothing in this policy limits these statutory rights.
Every Vault & Vise piece is made to order. We do not hold finished stock — when you place an order, a craftsman begins cutting it.
Because of this, we make one commitment in writing:
If your order has not shipped within the timeframe stated at checkout, you may cancel it at any time for a full refund — no questions, no forms.
Email help@vaultvise.com with your order number and the word REFUND. We process these the same business day.
If a delay is our fault, the choice is always yours. You should never have to chase us for it.
Do not send anything back before contacting us. Returns sent without prior notice cannot be tracked to your order and may not be refunded.
| Situation | Who pays return shipping |
|---|---|
| You changed your mind | You |
| Item arrived damaged or faulty | We do |
| Wrong item or wrong colour sent | We do |
| Order cancelled before shipping | Not applicable — nothing to return |
| EU/UK withdrawal within 14 days | You, unless the item is faulty |
If the fault is ours, email us a photo and we will send a prepaid return label. You should never be out of pocket for our mistake.
Once your return is received and inspected, we email you to confirm the outcome.
Approved refunds are issued to your original payment method within 3 business days. Depending on your bank or card issuer, the funds typically appear within a further 5–10 business days.
We refund the full purchase price of the item. Original shipping costs are refunded when the return is due to our error, or when you exercise your EU/UK right of withdrawal.
We do not charge restocking fees.
Inspect your order when it arrives. If the item is damaged, defective or not what you ordered, email help@vaultvise.com within 7 days with:
We will replace it or refund it in full — your choice — and we cover shipping in both directions. You will not be asked to prove anything beyond the photograph.
Separate from returns, every Vault & Vise piece carries a ten-year structural guarantee.
If the hand-stitched seams unravel or the structure fails within ten years of purchase under normal use, we will repair or replace the item.
This guarantee covers:
This guarantee does not cover:
To make a claim, email help@vaultvise.com with your order number and photographs. Proof of purchase is required.
The fastest way to exchange an item is to return the original for a refund and place a new order. Because every piece is made to order, this ensures your replacement enters production immediately rather than waiting for the return to arrive.
If you would prefer a direct exchange, email us and we will arrange it.
If you have not received an approved refund after 10 business days:
We would always rather resolve a problem directly than have you raise a dispute with your bank. Email us first — we answer.
Vaultvise LTD Email: help@vaultvise.com Phone: +994 10 444 14 40 Web: vaultvise.com
We answer emails within one business day.
Last updated: 3 August 2026