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Return & Exchanges

Return & Refund Policy

At VaultedHours, customers may request a return or refund under the conditions below.

RETURN ELIGIBILITY

7-Day Unopened Return

Customers may request a return within 7 days of delivery if the item:

  • Is unopened and unused

  • Remains in its original condition

  • Includes all original packaging, accessories, tags, certificates, and materials

For this type of return, the customer is responsible for return shipping costs.

14-Day Damaged or Defective Return

If an item arrives damaged, defective, or has a non-customer-caused quality issue, please contact us within 14 days of delivery.

You may be required to provide:

  • Order number

  • Proof of purchase

  • Photos or videos showing the issue

  • Photos of the packaging

If the issue is confirmed, VaultedHours will cover the reasonable return shipping cost.

Damage caused by misuse, accidents, improper handling, unauthorized repair, modification, or normal wear and tear is not considered a qualifying defect.

 

FINAL SALE

Items marked “Final Sale” cannot be returned or exchanged unless they arrive damaged or defective.

Promotional or discounted items remain subject to our regular return policy unless specifically marked Final Sale.

 

CANCELLATION

Orders may be cancelled before they are processed or shipped.

If an order has already been shipped, it cannot be cancelled. After delivery, the customer may request a return if the order meets the conditions in this policy.

 

RETURN CONDITIONS

Returned items must:

  • Be in original condition

  • Be unused and unaltered

  • Include original packaging and accessories

  • Be securely packaged for return

  • Receive return approval before shipment

Customized or personalized products cannot be returned unless they arrive damaged or defective.

VaultedHours reserves the right to reject returns that do not meet these conditions.

 

RETURN SHIPPING COSTS

If the product arrives damaged, defective, or incorrect, and the issue is confirmed, VaultedHours will cover the return shipping cost.

For all other approved returns, including unopened and unused items returned within 7 days, the customer is responsible for return shipping costs.

We recommend using a trackable shipping service.

 

HOW TO RETURN AN ITEM

Step 1: Contact us at help@vaultedhours.com with:

  • Order number

  • Reason for return

  • Photos or videos if the item is damaged or defective

Step 2: Wait for return approval and shipping instructions.

Step 3: Pack the item securely with all original accessories and packaging.

Step 4: Ship the return to the address provided by our customer service team.

Please do not send a return without prior approval.

 

REFUNDS

Approved refunds will be issued to the original payment method.

Once we receive the returned item, please allow 7–14 business days for inspection and processing.

Original shipping fees are generally non-refundable unless the product arrived damaged, defective, incorrect, or otherwise required by law.

 

RETURN ADDRESS

Approved returns will be sent to our designated return facility in:

Hong Kong SAR

The full return address will be provided after your return request is approved.

 

CUSTOMER SUPPORT

Store: VaultedHours
Email: help@vaultedhours.com

Customer Service Hours:
Monday – Sunday
9:00 AM – 8:00 PM Hong Kong Time (HKT)

Customer service is available 7 days a week.

We strive to respond within 24–48 hours.

Customer support is currently available in English.