Can I return my order?

If you ordered the wrong item, or the product wasn’t what you expected it to be, you are entitled to return it up to 14 days after the date of receipt of the product. Keep in mind that products have to be in their original packaging and sealing. Opened or unsealed products can’t be returned.

To return an item you need to follow the next steps:

  • Return with track & trace to: Vault13 Returns – Spoorstraat 38 – 5912 KJ Venlo
  • Use store@vault13.nl for the track & trace
  • Include your order number in the package

The time we receive the mail with track & trace is used to determine whether your return falls within the stipulated period of 14 days. If your request arrives outside the 14-day period, we reserve the right to refuse your return request, and the associated refund of the product. The product must always be returned complete and undamaged in its original, unopened packaging. You should take the necessary precautions to ensure that the product cannot be damaged during its return; we, therefore, recommend that you return the product in the same box as which it was delivered, filled with buffer material to protect the product. 

The product can be returned to the following address:
Vault13 returns
Spoorstraat 38
5912 KJ Venlo
The Netherlands

The costs of returning the product are always at your expense unless we have exceptionally sent you a product different from the one you actually ordered.

A refund of the purchase price (excluding standard shipping costs) is done after Vault13 has received the returned product. The refund will be performed using the same payment method as has been used for the purchase unless you and Vault13 have agreed otherwise. If the returned product is delivered at Vault13 in a condition (e.g. used, stained, damaged, incomplete, …) that prevents further selling of the product to third parties at its original selling price, Vault13 reserves the right to deduct the difference between the original purchase price and the remaining selling price from the refund.

You lose the right to return sealed products (such as Omnibuses) whose seal has been broken after delivery.

My product arrived damaged/faulty, what do I do?

We take all reasonable precautions to prevent damage to your order during transport. After delivery, we ask you to check whether a product has been damaged during transport. If this is the case, we ask you to report the damage by email within a maximum period of seven days following receipt of the product. Please send an email to store@vault13.nl with the following information:

  • your order number
  • the message that your product was damaged
  • the name of the product
  • the date on which the product has been delivered to the indicated address
  • a detailed description of the established damages
  • detailed pictures of the damaged product and its packaging. 

The time your mail arrives is used to determine if your damage claim falls within the period of seven days. If your claim arrives outside this period, we reserve the right to refuse your damage claim. 

Next, we will contact you to discuss the claim. After we have given you permission to return the product, a shipping method will be agreed upon in collaboration with the transport company designated by us to ensure the return of the damaged product. The damaged product should always be returned in the original product packaging. You should take the necessary precautions to ensure that the product is not damaged any further during the return transport. 

IMPORTANT: The damaged product should always be returned within 2 weeks after receiving your return label.  After this period, your claim will be considered settled, and you no longer are entitled to a replacement or refund.

The cost of returning the damaged product is always at the expense of Vault13 unless we did not give you permission to return the damaged product.