Refund policy

RETURN AND REFUND POLICY

Last updated: July 26, 2026

Thank you for shopping at Vastora. This Return and Refund Policy applies to purchases made through getvastora.com.

1. 30-Day Return Policy

We accept return requests submitted within 30 days after the item is delivered.

To be eligible for a return, the item must:

  • Be in the same condition in which it was received;
  • Be unused, unworn, and unwashed;
  • Include its original packaging, tags, manuals, accessories, and parts;
  • Be free from damage caused after delivery; and
  • Include proof of purchase or the Vastora order number.

Returns sent without prior authorization may not be accepted.

2. How to Request a Return

To request a return, contact us at:

support@getvastora.com

Please include:

  • Your full name;
  • Your order number;
  • The name of the item;
  • The reason for the return; and
  • Photos or videos when the item is damaged, defective, incomplete, or incorrect.

If your return is approved, we will provide return instructions and the correct return address.

Do not return an item to the address printed on the original shipping package.

Vastora works with different suppliers, warehouses, and fulfillment partners. The authorized return address may be different from the original shipping address.

Items returned without authorization or sent to an incorrect address may not be eligible for a refund.

3. Change-of-Mind Returns

Change-of-mind returns include situations where the customer:

  • No longer wants the item;
  • Ordered the wrong product;
  • Selected the wrong size, color, or model;
  • No longer needs the item; or
  • Changed their mind after delivery.

For approved change-of-mind returns:

  • The customer is responsible for return shipping costs;
  • Original shipping charges are non-refundable;
  • The item must meet all return eligibility requirements;
  • The customer should use a tracked shipping service; and
  • Vastora is not responsible for return packages lost or damaged in transit.

Vastora does not charge a restocking fee for eligible returns.

4. Damaged, Defective, Incomplete, or Incorrect Items

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, incomplete, or different from the item ordered, contact us at support@getvastora.com within 7 days after delivery.

Please provide clear photos or videos showing:

  • The item;
  • The damage, defect, or problem;
  • The packaging;
  • The shipping label; and
  • Any missing or incorrect parts.

After reviewing the claim, Vastora may provide one of the following solutions:

  • A replacement;
  • A full refund;
  • A partial refund;
  • A prepaid return shipping label; or
  • Another reasonable solution agreed upon with the customer.

Do not discard the item or its packaging until the claim has been reviewed.

When Vastora confirms that an item arrived damaged, defective, incomplete, or incorrect, Vastora will cover reasonable return shipping costs when a return is required.

5. Non-Returnable Items

Unless required by applicable law or the item arrived damaged, defective, or incorrect, the following items generally cannot be returned:

  • Gift cards;
  • Downloadable or digital products;
  • Personalized or custom-made products;
  • Perishable goods;
  • Opened or used personal-care products;
  • Opened or used beauty or cosmetic products;
  • Hygiene products that have been opened or used;
  • Underwear or intimate products;
  • Hazardous materials;
  • Flammable liquids or gases;
  • Items clearly marked “Final Sale” before purchase;
  • Items damaged through misuse or improper handling;
  • Items damaged through incorrect installation;
  • Items altered or modified by the customer; and
  • Items showing excessive use or normal wear and tear.

Please contact support@getvastora.com before purchasing if you are uncertain whether an item is eligible for return.

6. Exchanges

Vastora does not guarantee direct exchanges.

The fastest way to obtain a different item, size, color, or model is to:

  1. Request a return for the original item;
  2. Wait for the return request to be approved; and
  3. Place a new order for the desired item.

All replacement orders are subject to product availability.

7. Refunds

We will notify you after your returned item has been received and inspected.

If the refund is approved, it will be issued to the original payment method within 10 business days after approval.

Your bank, credit card company, or payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved, contact us at support@getvastora.com.

8. Partial Refunds

A partial refund may be issued when:

  • The item shows signs of use;
  • The item is not returned in its original condition;
  • Packaging, manuals, parts, tags, or accessories are missing;
  • The item was damaged after delivery; or
  • A late return is accepted as an exception.

Any deduction will be reasonable and based on the condition and reduced value of the returned item, subject to applicable law.

9. Return Shipping Costs

For approved change-of-mind returns, the customer is responsible for return shipping costs.

Vastora will cover reasonable return shipping costs when we confirm that:

  • The wrong item was delivered;
  • The item arrived damaged;
  • The item arrived defective; or
  • The item arrived incomplete.

Original and expedited shipping charges are generally non-refundable for change-of-mind returns.

10. Order Changes and Cancellations

Contact support@getvastora.com as soon as possible if you need to change or cancel an order.

We will make a reasonable effort to accommodate the request, but changes and cancellations cannot be guaranteed after an order enters processing or fulfillment.

Once an order has been shipped, it cannot be canceled and must follow the standard return process.

11. Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate delivery address.

If an order is returned because the customer provided an incorrect or incomplete address, the customer may be responsible for:

  • Original shipping costs;
  • Return shipping costs;
  • Carrier charges; and
  • Reshipping costs.

Contact support@getvastora.com immediately if you notice an address error. We cannot guarantee that an address can be changed after processing begins.

12. Refused or Unclaimed Packages

If a package is refused, unclaimed, or returned after unsuccessful delivery attempts, actual shipping and carrier costs may be deducted from the refund where permitted by law.

13. Packages Marked as Delivered

If tracking shows that an order was delivered but you cannot locate it:

  1. Check the mailbox and delivery area;
  2. Ask household members;
  3. Ask nearby neighbors;
  4. Check for a delivery photograph or carrier notice;
  5. Contact the shipping carrier; and
  6. Contact Vastora at support@getvastora.com.

We will provide reasonable assistance with the carrier investigation.

Vastora is not responsible for theft or loss occurring after confirmed delivery to the correct address, except where otherwise required by law.

14. Chargebacks and Payment Disputes

Please contact support@getvastora.com before opening a chargeback or payment dispute.

We will make a reasonable effort to resolve legitimate concerns involving delivery, damaged products, returns, cancellations, or refunds.

Opening a chargeback does not automatically cancel an order or replace the return process described in this policy.

15. Return Abuse and Fraud

To the extent permitted by law, Vastora may refuse a return or refund involving:

  • Fraudulent or false claims;
  • Product substitution;
  • Return of a different item;
  • Intentional product damage;
  • Altered shipping labels;
  • Excessive or abusive return activity; or
  • Violation of this policy.

16. Contact Us

For questions regarding returns, cancellations, replacements, or refunds, contact:

Vastora
Email: support@getvastora.com
Website: getvastora.com