Items that have been received damaged or defective must be notified to The Vault within 5 business days of receiving the item!
Receiving a Damaged or Defective Product
Any items that are received damaged or defective are NOT deemed eligible to have a warranty claim opened for the customer.
If an item received is defective right out of the box, the Vault will offer a free return or exchange for the same, or another product of the same price.
If an item was received damage due to mishandling by the shipping carrier a package claim will need to be filed with the carrier in question. To initiate this process please email our customer support team with info@tvfb.shop and include your order number, a brief description of the issue, and photos or a video that clearly show the damage. The Vault must be the one to file the package claim with the carrier; NOT YOU. Any claims filed by the recipient will automatically be denied and will only slow down future claim processes. A claim usually takes about 1 week to be processed by the carrier, but sometimes it can take less, or more time.
Warranties
A warranty is coverage by the manufacturer of a product to ensure the items are not defective and have a minimum set lifespan before any damages should occur.
The Vault, as a retailer, does not warranty the products sold on our website. The Vault facilitates customers' warranties with the manufactures, within the manufacturer's warranty period. Some manufacturers, however, may require a claim to be filed directly with them rather than the shop you purchased the product from. Product warranties may vary by manufacturer. Warranty is normally limited to replacement of defective parts with working parts of equal or greater value. Warranty coverage is offered at the discretion of the product manufacturer. The Vault will facilitate a 15-day manufacturer warranty effective after purchase date. The patron is responsible for any warranty claims made after the 15-day period.
Please be aware that any shipping costs involved with returns will be the responsibility of the purchaser. Shipping costs involved in any returned order are the sole responsibility of the purchaser, and are non-refundable. Any unauthorized returned goods, or refused delivery will be charged a 10% re-stocking fee, as well as any shipping charges involved in the return. We do not accept returns after 15 days from delivery. We ship to the address provided, exactly as it was ordered, after that, the responsibility for the product lies in the hands of the carrier.
Any structural damage due to neglect or abuse will not be covered in any warranty.
Natural wear and tear is not covered.