Returns

At Vacalon, we strive to ensure your complete satisfaction with your purchase. If for any reason you are not entirely satisfied with your order, we are here to help.

Standard Return Policy

Eligibility:
  • To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
  • Several types of goods are exempt from being returned, such as special order items (see Special Order Item Return Policy), personalized items, and gift cards.
Time Frame:
  • Our return policy lasts 30 days from the date of the invoice. After 30 days, unfortunately, we cannot offer you a refund or exchange.
Returns Process:
  1. Please contact our customer service team at store@vacalon.com with the invoice number and the items you would like to return to initiate the return process and obtain a return authorization (RA) number. Alternatively, you can call 800.729.8192 to request an RA.
  2. Once you have received your RA number, please securely package the item(s) and include the RA number on the outside of the package.
  3. Ship the item(s) back to us using a trackable shipping method.
  4. Once your return is received and inspected, we will send you an email to notify you that your return has been processed.
Refunds:
  • If your return is approved, a refund will be processed to the original method of payment within a 7 days.
  • Please note that return shipping costs are the responsibility of the customer unless the item received is damaged or defective. We recommend using a trackable shipping method for your return to ensure its safe arrival.
  • Please note that shipping costs are non-refundable.
  • In the case of exchanges, the new item will be shipped out once the returned item is received and inspected.
Contact Us:
  • If you have any questions about our return policy or need assistance with a return, please don't hesitate to contact our customer service team at store@vacalon.com.

Special Order Item Return Policy

Certain items may be special ordered to meet your unique needs. These items are found throughout our website and will be marked as “Special Order”. Due to the customized nature of these products, our return policy for special order items supersedes our standard return policy.

  • Special order items are exempt from our standard return policy and are non-returnable unless they arrive damaged or defective.
  • If you receive a damaged or defective item, please contact us immediately to arrange for a replacement.

Damaged or Defective Items

  • If you receive a damaged or defective item, please contact us immediately at 800.729.8192 or store@vacalon.com to arrange for a replacement or refund.
  • Please retain all the shipment packaging materials to assist if a claim must be filed.
  • After 30 days from the date of purchase the manufacturer’s warranty will be in effect.

Shortages or Incorrect Items

We strive to ensure the accuracy and completeness of every order we fulfill. However, we understand that occasional shortages or discrepancies may occur. In such cases, we are committed to resolving the issue promptly and to your satisfaction.

  • If you receive an order that is missing items or contains incorrect items, please contact our customer service team immediately at 800.729.8192 or store@vacalon.com to report the issue.
  • Please provide your order number and a list of the missing or incorrect items to assist us in resolving the matter efficiently.
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