Refund, Return, Exchange & Cancellation Policy

Last Updated: July 31, 2026

At Vault Leather Jackets, we offer two types of products:

1. Standard Made-to-Order Products
2. Custom and Personalized Products

Because these products follow different ordering and production processes, different cancellation, return, exchange, and refund conditions apply.

Please read this policy carefully before placing an order.

1. Product Categories

Standard Made-to-Order Products

Standard made-to-order products are jackets displayed on our website with predefined:

• Designs
• Materials
• Colors
• Features
• Standard size options
• Product descriptions
• Size charts

Customers select an available option and place the order directly through the website. These products are manufactured after the order is placed, but they are not produced according to customer-provided designs or custom measurements.

A separate design confirmation is normally not required for standard made-to-order products.

Custom and Personalized Products

A product is considered custom or personalized when it is produced according to customer-selected, customer-provided, or specially modified specifications, including:

• Custom designs
• Customer-provided body measurements
• Made-to-measure sizing
• Personalized colors or material combinations
• Logos, names, artwork, patches, or embroidery
• Changes to pockets, collars, sleeves, lining, hardware, or other features
• Altered styles, dimensions, or product specifications
• Any product manufactured according to an approved custom mockup

2. Custom Order Confirmation Process

Before production begins, custom-order customers will complete up to three confirmation stages.

Depending on the order, these stages may include confirmation of:

• Design or mockup
• Measurements and sizing
• Colors and materials
• Logos, names, patches, or embroidery
• Placement and dimensions
• Hardware and product features
• Final order specifications

Customers must carefully review all information and request any changes during the confirmation process.

Once the customer provides final written approval and production begins, the custom order cannot normally be changed, cancelled, returned, exchanged, or refunded for customer-preference reasons.

Minor color differences caused by screen settings, lighting, photography, leather texture, dye absorption, or natural material variations are not considered production errors.

3. Return Eligibility for Standard Products

Eligible standard made-to-order products may be returned by submitting a return request within 14 days of delivery, or within any longer period required by applicable consumer law.

To qualify for a return:

• The product must be unused, unworn, unwashed, and unaltered.
• The product may only be carefully tried on indoors to check its size and fit.
• The product must not have been worn outdoors or used for an extended period.
• All original tags, labels, accessories, and included items must be present.
• The product must be returned in its original or equally protective packaging.
• The product must not have scratches, stains, stretching, damage, or signs of use.
• The product must not contain perfume, smoke, sweat, food, or any other odor.
• The product must not be marked as Final Sale, Clearance, or Non-Returnable.

A return may be refused or its refund reduced when customer handling beyond reasonable inspection causes damage or an actual loss in the product’s value, where such a deduction is permitted by law.

4. Non-Returnable Custom Products

Custom and personalized products cannot be returned, exchanged, or refunded for:

• Change of mind
• Design preference after delivery
• Color preference after delivery
• Incorrect measurements supplied or approved by the customer
• Incorrect sizing approved by the customer
• Fit preferences not communicated during confirmation
• Details already shown in and approved through the final mockup
• Changes requested after final approval
• Changes requested after production
• Changes requested after delivery
• Minor natural leather variations
• Minor differences caused by screens, lighting, or photography

This rule applies to:

• Made-to-measure jackets
• Jackets made using customer-provided measurements
• Personalized jackets
• Logo-decorated jackets
• Embroidered or patched jackets
• Products made using customer-provided artwork
• Products altered at the customer’s request
• Products manufactured according to approved custom specifications

These restrictions do not apply when the product is defective, damaged on arrival, incorrect, or materially different from the final approved specifications.

5. Defective, Damaged, or Incorrect Products

Please contact us promptly if your product:

• Arrives damaged
• Has a manufacturing defect
• Is not the product you ordered
• Is materially different from its product description
• Is materially different from the approved custom design
• Does not follow the confirmed measurements or specifications

Visible shipping damage, an incorrect product, or an immediately apparent issue should preferably be reported within 10 days of delivery so that we can investigate promptly.

The 10-day reporting request does not limit any mandatory rights relating to hidden defects, faulty goods, or products that are not as described.

When submitting a claim, please provide:

• Your full name
• Order number
• A clear description of the issue
• Clear photographs of the product
• Photographs of the packaging where relevant
• A video showing the issue where reasonably necessary
• A copy of the approved specifications where relevant

Depending on the nature of the issue and applicable consumer law, an approved remedy may include:

• Repair or correction
• Replacement
• Price adjustment
• Full refund

When the issue was caused by us, we will cover reasonable approved return shipping costs. No original outbound shipping deduction will apply.

Products damaged through misuse, accidental damage, improper storage, unauthorized alterations, unauthorized repairs, or normal wear are not considered manufacturing defects.

6. Cancellation Policy

Standard Product Orders

A standard product order may be cancelled for a full refund within 48 hours of being placed, provided it has not already been dispatched.

After 48 hours, cancellation may not be possible because materials may have been prepared, production may have started, or processing costs may have been incurred.

Custom Product Orders

A custom order may be cancelled before the customer provides final written approval and before material cutting, personalization, or production begins.

Once the customer approves the final design, measurements, and specifications and production begins, the custom order cannot be cancelled for change of mind.

To request cancellation, email support@vaultleatherjackets.com and include:

• Full name
• Order number
• Reason for cancellation

A cancellation is confirmed only after we provide written approval.

7. Return Process

To request a return:

1. Email support@vaultleatherjackets.com within the applicable return period.
2. Include your full name, order number, and reason for return.
3. Include photographs or videos when reporting damage, defects, or an incorrect product.
4. Wait for return instructions and the approved return address.
5. Ship the product using a trackable shipping service.
6. Keep the shipping receipt and tracking number until the return is completed.

Customers should not send a return to the address printed on the original parcel unless we have confirmed that address in writing.

The approved return address may be different from the original shipping address.

A return sent without prior instructions may experience delays and must still meet the eligibility requirements of this policy. This requirement does not remove any mandatory return right available under applicable law.

The customer remains responsible for a customer-arranged return parcel until it is delivered to the approved return address.

8. Free Shipping and Return Costs

We offer free standard shipping on eligible original orders. This means the customer is not charged separately for standard shipping at checkout. However, Vault Leather Jackets pays the delivery cost to the courier.

Customer-Reason Returns

When an eligible standard product is returned because of:

• Change of mind
• Incorrect size selected by the customer
• Incorrect product selected by the customer
• Personal preference
• Incorrect measurements or delivery information supplied by the customer
• Another reason not caused by us

The following conditions apply:

• The customer is responsible for return shipping.
• The customer must use a trackable shipping service.
• The actual original outbound shipping cost paid by us may be deducted from the refund where permitted by applicable law.
• We will disclose the applicable outbound shipping deduction before the return is finalized.
• Where applicable law requires the original standard delivery cost to be refunded, no outbound standard shipping deduction will be made.
• Expedited or upgraded delivery charges are non-refundable beyond the cost of standard delivery, where permitted by law.
• Customs duties, import taxes, brokerage fees, and other third-party charges are generally non-refundable.
• The customer may be responsible for shipping a replacement product in an exchange.

Seller-Error Returns

When a return is required because of a defective, damaged, incorrect, or materially misrepresented product:

• We will cover reasonable approved return shipping costs.
• No original outbound shipping cost will be deducted.
• We will provide an appropriate approved remedy.

Return shipping costs must be approved before shipment. Unapproved express, premium, or unusually expensive shipping services may not be reimbursed.

9. Refunds

Approved refunds will be issued to the original payment method.

Refunds are normally processed within 8–12 business days after the returned product has been received and inspected, or sooner where required by applicable law.

After we issue the refund, the time required for it to appear in the customer’s account may depend on the bank, card issuer, or payment provider.

For an eligible customer-reason return, the refund may be calculated as:

Amount paid for the product, minus any legally permitted and previously disclosed outbound shipping deduction, customs charges payable by us because of the return, and any proven loss in value caused by customer handling beyond reasonable inspection.

No such deductions will apply to an approved seller-error claim.

Any deduction will be clearly explained and will only be made where permitted by applicable law.

A refund may be refused or reduced where permitted by law if:

• The product has been worn beyond a reasonable fitting.
• The product has been used outdoors.
• The product is scratched, stretched, stained, damaged, washed, or altered.
• The product contains perfume, smoke, sweat, food, or another odor.
• Original tags, labels, accessories, or included items are missing.
• The product has been repaired or modified.
• Poor return packaging caused damage during transit.
• Customer handling caused a measurable reduction in value.

10. Exchanges

An eligible standard made-to-order product may be exchanged when the exchange request is submitted within 14 days of delivery.

Exchanges are subject to:

• Size availability
• Color availability
• Leather or material availability
• Product availability
• The returned product passing inspection

When the customer selected the wrong size or product:

• The customer must pay return shipping.
• The customer may be required to pay replacement shipping.
• Any difference in product price must be paid before the replacement is shipped.
• Any applicable outbound shipping deduction will follow Section 8 of this policy.

When we sent the wrong product or failed to follow the confirmed order details, we will cover reasonable approved exchange shipping costs.

When the requested replacement is unavailable, we may offer:

• Another available size
• Another available product
• Store credit, with the customer’s written agreement
• A refund under the applicable refund terms

Custom or personalized products cannot be exchanged because of customer preference, customer-provided measurements, or specifications already approved during confirmation.

11. Product Inspection and Natural Leather Characteristics

All returned products will be inspected before a refund or exchange is completed.

Leather is a natural material. The following characteristics may occur naturally and are not automatically considered defects:

• Grain variations
• Natural pores
• Minor texture variations
• Minor shade differences
• Natural markings
• Reasonable creasing
• Slight differences between separate leather panels

A variation will be treated as a defect only when it materially affects the product’s quality, construction, appearance, or intended use beyond the reasonable natural characteristics of genuine leather.

12. Return Packaging

Returned products must be packaged carefully to prevent damage during transit.

The jacket should:

• Be folded carefully
• Be placed in protective packaging
• Be protected from moisture
• Not be compressed unnecessarily
• Include all original tags, accessories, and included items

When the customer arranges the return, we are not responsible for damage caused by inadequate return packaging or loss during transit.

13. Customs Duties and Import Charges

Customers are responsible for customs duties, import taxes, clearance charges, brokerage fees, or local government charges imposed by the destination country unless otherwise stated at checkout.

These charges are collected by government authorities, customs agencies, or third parties and are generally not refundable by Vault Leather Jackets.

For a customer-reason return, the customer may also be responsible for customs or clearance charges created at the return destination.

For an approved seller-error return, please contact us before shipping so we can provide instructions intended to minimize unnecessary customs charges.

14. Refused or Undeliverable Deliveries

If a parcel is refused or cannot be delivered because of:

• An incorrect or incomplete address
• Failure to respond to the courier
• Failure to pay applicable customs duties or import taxes
• Repeated unsuccessful delivery attempts
• Customer refusal without an approved seller-error reason

Any resulting return shipping, customs, storage, handling, or redelivery charges may be deducted from an eligible refund where permitted by law.

Custom and personalized products remain non-refundable when delivery fails because of customer action or incorrect information supplied by the customer.

This restriction does not apply when the delivery issue was caused by us or the courier.

15. Payment Disputes

Customers are encouraged to contact us before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the matter.

If a payment dispute is opened, we may provide the payment provider with relevant records, including:

• Order details
• Customer communications
• Design and measurement approvals
• Final specification confirmations
• Product photographs
• Shipping and tracking records
• Delivery confirmation
• Return and refund communications

16. Contact Information

For questions about returns, refunds, exchanges, cancellations, or defective products, contact us at:

Email: support@vaultleatherjackets.com
Contact Form: https://vaultleatherjackets.com/contact-us/

Please include your order number in all communications.

17. Mandatory Consumer Rights

Nothing in this policy is intended to exclude, restrict, or replace any mandatory consumer rights that cannot legally be excluded under applicable law.

Where the customer’s applicable consumer law provides stronger rights or longer mandatory periods, those legal rights will take priority over this policy.