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Return Policy

Welcome to the Return Policy Page:
Below, you will find answers to the Return Policy about VGR Store.
 
  • Most items from VGR Store carry a 14-day return policy. That means that you have 14 days from the date of shipment to return the item to us for a full refund.
  • All items must be new, unopened, and in their original packaging for this policy to apply. They must have their original tags as well.
  • While the 14-day policy applies to the majority of the items from VGR Store, there are some items which may carry a different return policy or no return policy.

Items You Are Unsatisfied With
  • If quality is not an issue, and you are simply not satisfied with a purchase, we may choose to allow a return or exchange at our discretion. A handling fee may be charged  if we permit the return or exchange.

Wrong Item Shipped
  • If VGR Store ships you the incorrect item, we take responsibility for the matter, and offer you two choices. You may either return the item and receive a full refund, or you may exchange it for the correct item.
  • You must seek authorization before you attempt a return. Contact customer service within 14 days of dispatch, and let us know what is going on. If we authorize the return or exchange, you will be given further instructions.
Item Missing
  • Didn’t get everything you ordered? Contact customer support and let us know. If an item is indeed missing from your order, we will either issue a full refund or we will authorize a replacement.
Lost Package
  • Contact us to let us know about the missing package. We will get in contact directly with the shipping company to confirm that the package is lost. If it is, we will issue a replacement or a refund.
  • Damaged or Defective Items
  • If the item you received arrived damaged, contact us within 14 days with your order number and photos of the damage or defect. If the package was damaged, share photos of that as well. You will need to fill out a “Proof of Damage” form. Once we confirm that your item arrived damaged or defective, we will authorize a replacement or refund.
All the following criteria must be met for the 14-Day Money Back Guarantee to apply:
  • Items must be returned within 14 days.
  • You must provide proof of purchase. This can be an Order ID, Transaction ID, Invoice ID or so on. If you have any questions as to what qualifies, contact customer service.
  • You must seek authorization from customer support before attempting a return. We will send this authorization to you through email.
  • All items must be returned in their original packaging. Packaging must be in undamaged condition.
  • You are responsible for paying shipping and handling.
  • You will not receive a refund for the original cost of shipping.
VGR Store will choose the method for disbursing your refund.
Returns and Replacements Outside the 14-Day Money Back Guarantee Policy
Non-Damaged Items During Warranty Period
We may accept returns and replacements at our discretion within the warranty period for an item.
We may reject requests for returns or replacements if any of the following are true:
  • The 14-Day Money Back Guarantee Policy no longer applies because 14 days have come and gone.
  • You ordered an item using a sizing chart on our website, but it does not fit you.
  • You placed the order on mistake, and failed to cancel within 12 hours of making it.
The following conditions apply to all non-damaged item returns and replacements within the warranty period:
  • We must authorize your return through email.
  • You must provide Proof of Purchase. This may be a Transaction ID, Invoice ID or Order ID.
  • The item must be in its original packaging, which may not be broken or damaged.
  • You will be responsible for paying the cost of shipping and handling.
  • We will not provide a refund for the original cost of shipping.
Damaged Items During Warranty Period
  • Check the Warranty Policy for the item for specific information pertaining to your damaged item.
  • We must provide an authorization through email before you attempt your return.
  • You must submit Proof of Purchase. This may be a Transaction ID, Invoice ID or Order ID.
  • The item must be returned in the original packaging. If peripherals or accessories are included, they must all be present and accounted for.
  • You must be able to prove that the item arrived damaged, and was not damaged by yourself or another party after shipping was complete. You may do this by providing photo or video documentation, or by opening your package in front of the delivery person as a witness. Please keep in mind that the burden of proof is on you.
  • You must pay the cost of shipping and handling.
Warranty Policy
All warranties on VGR Store items take the form of back-to-base warranties.
If there is a manufacturer's warranty available for an item, that is the warranty which applies to the item you have purchased from VGR Store. Contact the manufacturer directly about all questions and concerns pertaining to the warranty.
If the manufacturer does not provide a warranty, the VGR Store warranty will apply.
If you make a warranty claim, you will pay the cost of shipping and handling, regardless of whether the warranty which applies is offered by VGR Store or the manufacture. There are two exceptions:
  • The item is Dead On Arrival (DOA)
  • VGR Store made a mistake with handling
If the item is DOA:
  • You must return the item to us within 7 days of dispatch so that we can test the item and verify that it is indeed DOA.
  • If we discover the item is not DOA, we will return it to you at your expense.
  • If you fail to return the DOA item within 7 days of shipment, it will no longer fall under our DOA policies. Our regular warranty policies will apply.
Warranty Limitations:
  • The warranty offered through VGR Store can only be used for repair, refund or replacement at our discretion.
  • If you or someone else has damaged the item, that is not the responsibility of VGR Store. The warranty does not apply.   
  • If we decide to issue a refund, it will not cover the cost you originally paid for shipping.
  • Normal wear and tear is not covered by the warranty.
  • Please remember that all warranty returns, repairs, and replacements are entirely at our discretion. We reserve the right to refuse your claim.