Refund Policy
Change-of-mind returns: 14 days, unused and sealed
You can request a return within 14 days of delivery if your SipVault is unused, unassembled, and in its original sealed packaging with every adaptor, the telescopic pipe and the charging cable. We can't accept returns after 14 days, or units that have been used, opened, or are missing parts, except where the law requires us to.
How to start a return
- Email support@sipvault.co with your order number and reason before sending anything. Returns sent without an approved return authorization will not be accepted or refunded.
- We'll reply with the return address and instructions.
- Ship the item back using a tracked service. Return shipping is paid by the customer and is non-refundable. We're not responsible for returns lost or damaged in transit back to us, so insure valuable parcels.
Restocking fee
Where the law allows, approved change-of-mind returns are subject to a 15% restocking fee, deducted from your refund.
Refunds
Once your return arrives and passes inspection, we'll refund the item price, minus any restocking fee, to your original payment method within 10 business days. Your bank may take a few more days to post it. Items that fail inspection will be sent back to you at your cost.
Damaged, defective or wrong item
Check your order when it arrives. If it is faulty, damaged in transit, or the wrong item, email support@sipvault.co within 7 days of delivery with your order number and a photo or video of the problem. Once confirmed, we'll send a replacement or issue a refund; no restocking fee applies.
No exchanges
We don't offer exchanges. To get a different finish, return the unit under this policy and place a new order.
Lost in transit
If your tracking shows no movement for more than 20 business days after dispatch, contact us and we'll investigate with the carrier and send a replacement or refund once the parcel is confirmed lost.
Packages marked as delivered
We're not responsible for packages the carrier confirms were delivered to the address on your order. We'll share tracking details so you can follow up with the carrier.
Wholesale orders
Wholesale orders (12 units or more) are final sale except for defects, and follow the terms on your invoice.
Your legal rights
Nothing in this policy limits rights you have under the consumer laws of your country, such as a statutory withdrawal period or remedies for faulty goods. Where those laws give you more, they apply.
Questions
Email support@sipvault.co.