Return & Refund Policy

Last Updated: August 7, 2026

At VaultHaus, we want you to feel confident when shopping with us. If there is a problem with your order, we will make reasonable efforts to help resolve it in accordance with this Return & Refund Policy and applicable Indian consumer protection laws.

1. Return Eligibility

A product may be eligible for return if:

• You received a damaged product

• You received a defective product

• You received an incorrect product

• The product received is materially different from what was ordered

• The product qualifies for return under the applicable product-specific return conditions

To request a return, please contact us within 7 days of delivery.

Products must generally be returned in unused and resalable condition, together with original packaging, accessories, tags, manuals, and other items supplied with the order, where applicable.

2. Products That May Not Be Eligible for Return

Certain products may not be eligible for return due to their nature, hygiene considerations, safety requirements, or other reasonable restrictions.

These may include, where applicable:

• Personal hygiene products

• Beauty or personal-care products that have been opened or used

• Products that cannot reasonably be resold for hygiene or safety reasons

• Products damaged through customer misuse

• Products altered, modified, or damaged after delivery

• Products missing essential original packaging or accessories

• Products specifically identified as non-returnable on the product page

Where a product has specific return restrictions, those restrictions will apply to the extent permitted by applicable law.

3. Damaged or Defective Products

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery where reasonably possible.

Please provide:

• Order number

• Description of the issue

• Clear photographs of the product

• Photographs of the packaging, where relevant

• Video evidence where reasonably necessary to demonstrate the issue

This information helps us investigate the issue with our fulfilment or supplier partners.

If the issue is verified, we may offer an appropriate resolution, which may include:

• Replacement

• Exchange

• Refund

• Another appropriate remedy

The resolution will depend on the circumstances of the case, product availability, and applicable law.

4. Return Request Process

To request a return, contact:

vaulthaus.support@gmail.com

Please include:

Subject: Return Request – [ORDER NUMBER]

Include your name, order number, product name, reason for the return, and supporting photographs or videos where applicable.

Do not send products back to an address unless our support team has provided return instructions.

Unauthorized returns may not be accepted or processed.

5. Return Shipping Costs

For products that are confirmed to be damaged, defective, incorrect, or otherwise eligible for a seller-responsible return, VaultHaus may arrange or reimburse reasonable return shipping costs according to the circumstances and applicable policy.

For returns requested for reasons other than a product defect, damage, incorrect item, or other seller-responsible issue, the customer may be responsible for return shipping costs where permitted.

Return shipping costs are not automatically refundable in every situation.

6. Refunds

Once an approved return has been received and inspected, we will determine whether the product qualifies for a refund.

If approved, the refund will generally be initiated within 5–7 business days after approval.

The time required for the refunded amount to appear in your account may depend on your payment provider, bank, or original payment method.

Refunds will generally be issued to the original payment method where practical and permitted.

7. Cash on Delivery Orders

For Cash on Delivery orders, customers do not make an online payment at checkout.

If a COD order is eligible for a refund, we may request appropriate bank or payment details from the customer so that the approved refund can be processed.

Customers should provide accurate refund information when requested.

We will never ask you to share your ATM PIN, UPI PIN, CVV, password, or OTP to process a legitimate refund.

8. Exchanges

Where applicable, eligible products may be exchanged for the same product or an available alternative.

Exchanges depend on product availability and the circumstances of the request.

If the requested replacement is unavailable, an alternative resolution may be offered, including a refund where appropriate.

9. Order Cancellation

Cancellation requests should be submitted as soon as possible after placing an order.

If an order has not yet been processed or dispatched, we will make reasonable efforts to accommodate a cancellation request.

Once an order has been processed, dispatched, or handed over to a courier, cancellation may no longer be possible.

For COD orders, refusing delivery is not considered a standard cancellation method. Repeated refusal of COD orders may affect future COD availability.

10. Refunds for Undelivered or Returned Orders

If an order is returned to the sender because of circumstances attributable to the customer, such as an incorrect address, repeated failed delivery attempts, refusal to accept a COD order, or unavailability to receive the shipment, the order may be treated as a Return to Origin (RTO).

Any refund in such circumstances will be handled according to the applicable order and refund conditions, and applicable shipping or other non-refundable charges may be deducted where permitted.

This does not limit any rights or remedies available to consumers under applicable law.

11. No Refund After Unauthorized Return

Products should not be returned without first contacting our support team and receiving return instructions.

VaultHaus may be unable to process an unauthorized return if we cannot identify the order, verify the return, or determine the reason for the return.

12. Fraudulent or Abusive Returns

We reserve the right to investigate suspected fraudulent, abusive, or repeated misuse of our return, refund, replacement, or COD processes.

Where permitted by law, we may restrict services or decline requests that appear fraudulent or abusive.

Nothing in this section limits any consumer rights that cannot legally be excluded.

13. Consumer Rights

Nothing in this Return & Refund Policy is intended to remove or restrict any mandatory consumer rights or remedies available under applicable Indian law.

Where applicable law provides a consumer with rights beyond this policy, those legal rights will continue to apply.

14. Contact Us

For return, replacement, exchange, cancellation, or refund requests, 
Contact us at vaulthaus.support@gmail.com.

We aim to respond to customer support requests within 1–2 business days.