Refund Policy

We offer a 100% money back guarantee on all products that are defective or damaged during shipping. Just let us know and we will provide a return address and a replacement or refund as preferred.

If you are unsatisfied with your order – please contact our support and we will do our best to help you out!

Customers will be responsible for paying return shipping costs.

We do not issue the refund if:

  • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
* You can submit a non-delivery refund request within 15 days after the maximum estimated delivery date for your country has passed (see our Shipping & Delivery page — this ranges from 11 to 33 business days depending on destination, not a flat 30). 
You can do it by sending a message on our Contact Us page.

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

 

WHERE RETURNS ACTUALLY GO

  • If an item is defective, damaged, or not what you ordered: You keep it. No return needed — we issue a full refund or replacement once we've verified the issue from your photos.

  • If you're returning an item for a personal reason (wrong size, changed your mind): The item ships from an overseas fulfillment center, so a change-of-mind return goes back to that same overseas facility, not a local address.

  • We'll provide the exact return address once your request is approved, and you must send it within 30 days of receiving it.

  • International transit for a return can take up to 3 months, and we recommend using trackable, insured shipping — we're not responsible for a return that's lost or damaged in transit without tracking.

  • Factor this cost and timeline into your decision before requesting this type of return.

STATUTORY CANCELLATION RIGHTS BY COUNTRY

These rights exist in addition to the voluntary policy above, regardless of how it's worded.

Israel:

Under the Consumer Protection Law 5741-1981 and the Consumer Protection Regulations (Transaction Cancellation) 5771-2010, you may cancel a distance purchase within 14 days of receiving the goods (or the transaction document, whichever is later).

A cancellation fee of up to 5% of the transaction value or ILS 100 (whichever is lower) may apply. Refunds are issued within 14 business days. Goods must be returned in their original condition and packaging.

A senior citizen (65+), a person with a disability, or a new immigrant (within 5 years of immigration) may be entitled to cancel within 4 months of receiving the product instead of 14 days, subject to the conditions in the Consumer Protection Law.

Contact us to confirm your eligibility.

United Kingdom:

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order for any reason within 14 days of receiving your goods, and return it within a further 14 days.

Separately, under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and match their description.

Australia:

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

New Zealand:

Under the Consumer Guarantees Act 1993, goods must be of acceptable quality, fit for purpose, and match their description.

Canada:

Consumer protection rules vary by province rather than one federal standard.

Several provinces (e.g. Ontario's Consumer Protection Act, 2002) require internet sales agreements to disclose the seller's identity, itemized pricing, and delivery terms; if those disclosures are missing, or goods aren't delivered within 30 days of the promised date, you may have a statutory right to cancel.

Outside of that, the voluntary policy above applies.

United States:

Unlike the countries above, US federal law doesn't create a general right to cancel an online purchase for any reason.

Instead, several states require sellers to post and honor a clear return policy (e.g. California Civil Code §1723, New York General Business Law §218-a) — which is exactly what the voluntary policy above is.

Separately, under the FTC's Mail, Internet, or Telephone Order Merchandise Rule, if we can't ship your order within the timeframe stated at checkout (or within 30 days if none was stated), we must notify you and let you cancel for a full refund.

European Union:

Under the EU Consumer Rights Directive, you may withdraw from a distance purchase within 14 days of receipt without giving a reason.

 

How to cancel or return

Email to "support.vaco@gmail.com" with your order number, and we'll guide you through it.