What is your returns policy?

If you have had a change of heart you must return the item to The Vault Distribution unused and in its original condition within 14 days for a refund. Each returned product must include all parts, accessories, instructions and packaging, etc. This includes items such as cable ties and plug covers. Please note that if security seals are broken or if blister packaging has been opened then the product is not in its original condition.

My item is not faulty, can I return it?

Please contact a member of our Customer Services team on 0131 560 1790 (or through our Contact us form) and they will guide you on how to return the non-faulty items and issue you with a completed Returns form. Please sign the form and include with your return. Failure to do this will delay your return being processed.

All you pay for is the postage cost of returning the goods. For expensive items we recommend that you use a secure delivery method which requires a signature on receipt, as this insures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post. Once the item has been received at our warehouse you will receive an email confirming receipt. After receipt of your goods we shall issue a refund. We aim to issue refunds within 14 working days. The cost of your gift will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.

My item is faulty, can I return it?

If the product you have ordered is faulty you have 30 days in which to return it. Parcels or items damaged in transit must be reported to The Vault Distribution within 24 hours of delivery. If the deadline for reporting parcels during transit is not met, we regret that we will not be able to issue a refund or replacement goods.

Please contact a member of our Customer Services team on 0131 560 1790 (or through our Contact us form) and they will guide you on how to return the faulty items and issue you with a completed Returns form. Please sign the form and include with your return. Failure to do this will delay your return being processed.

When returning faulty items we shall email you a prepaid returns label. Instructions of how to return the faulty item will be enclosed within the email. Simply follow the instructions and return your item. Once the item has been received at our warehouse you will receive an email confirming receipt. After receipt of your goods we shall either send a replacement or issue a refund as per your preference. We aim to issue refunds within 14 working days. The cost of your gift will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.

Please note. Goods shipped directly from the manufacturers, for example personalised gifts, may follow a slightly different returns procedure. This will be explained when you contact us to arrange your return.

How quickly will my return take to process?

Once the item has been received at our warehouse you will receive an email confirming receipt. After receipt of your goods we aim to issue refunds within 14 working days. The cost of your gift will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.

What items can't be returned?

We regret that we cannot accept returns on the following non-faulty products:

• The product(s) has/have been personalised, made to order or customised in any way.
• The packaging or any of the individual product components has been unsealed or damaged.
• The product(s) is/are perishable.
• The non-faulty product does not arrive at The Vault Distribution in a resalable condition. In this case we will not be able to offer you a refund. We will call you to arrange to send the product back to you and to take payment for the subsequent delivery costs.
• The product(s) are underwear or toiletries.

Cancellations

If you wish to cancel an order please contact our Customer Services Team on 0131 560 1790. If your goods have been despatched before cancellation you will be liable for the costs of returning the unwanted items.

This returns policy does not affect your statutory rights.

Waste Electrical and Electronic Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge. The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Recycling reduces the environmental and health risks associated with sending electrical goods to landfill. We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.

Customers must return their like-for-like WEEE item to us within 28 days of purchasing their new item. Under the WEEE Regulations, all new electrical goods should be marked with the crossed-out wheeled bin symbol and be disposed of separately from normal household waste.