Refund policy

At Trace Vault, your satisfaction is our priority. If you’re not fully happy with your purchase, we make returns and refunds simple and transparent.

100-Day Return Policy

You have 100 days from the date of delivery to try Trace Vault and request a return. You may open, set up, charge, and use the product normally to decide whether it is right for you. If it isn’t, you may return it for a full refund, subject to the eligibility conditions below.

Return Eligibility

To qualify for a return, your item must:

  • Be returned without damage, excessive wear, alterations, modifications, or signs of misuse.
  • Include all components and accessories originally supplied.
  • Include a receipt or other proof of purchase.
  • Be returned in its original packaging where reasonably possible.

Normal use to set up, charge, test, and evaluate the product is allowed.

Non-Refundable Circumstances

We cannot issue a refund in the following cases: 

  • Incorrect address provided: If your order does not arrive due to an incomplete or incorrect shipping address.
  • Orders marked as “Delivered”: If tracking shows the package as delivered with valid proof, but you cannot locate it. In this case, please contact the shipping carrier directly.
  • Gift cards, personalized items, or final-sale products cannot be returned.
  • Products returned with damage, excessive wear, alterations, modifications, or signs of misuse may not qualify for a full refund.

Return Shipping

  • Customers are responsible for return shipping costs, unless the return is due to an error on our part or the product is found to be defective or incorrect.
  • Customs clearance delays or other circumstances outside our control are not valid reasons for a return.
  • If your order arrives damaged, defective, or you receive the wrong item, Trace Vault will cover return shipping costs. Please report the issue to support@shop-tracevault.com within 14 days of delivery.
  • To process the return, we may ask for your full name, order number, and photos or a short video showing the issue. Without this, we may not be able to complete your request.


How to Start a Return

  1. Contact us at support@shop-tracevault.com to request a return.
  2. Once your request is approved, we’ll provide you with the return address and instructions on how to send your package back.
  3. Important: Items sent back without prior approval will not be accepted.
  4. For any return-related questions, you can always reach us at support@shop-tracevault.com.

Damaged, Defective, or Wrong Item

Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, contact us immediately at support@shop-tracevault.com so we can make it right. In these cases, we’ll cover the cost of return shipping.

Exchanges

The fastest way to exchange an item is to return your current one. Once the return is accepted, simply place a new order for the product you want.

Refunds

  • Once we’ve received and inspected your return, we’ll notify you of the outcome.
  • If approved, your refund will be issued to your original payment method within 10 business days.
  • Please note that your bank or credit card provider may require additional time to process and post the refund.
  • If more than 15 business days have passed since approval and you haven’t received your refund, contact us at support@shop-tracevault.com.

European Union 14-Day Cooling-Off Period

If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 days of delivery, without providing a reason.

  • You may inspect and handle the product only as necessary to establish its nature, characteristics, and functioning. You may be responsible for any diminished value caused by handling beyond what is necessary.
  • If you exercise this right, we will refund the purchase price and the cost of standard delivery. Additional costs resulting from a more expensive delivery option are not refundable. You are responsible for return shipping unless the product is defective, damaged, incorrect, or we agree otherwise.
  • Proof of purchase is required.