Returns
Our Holiday return window is extended to 65 days starting November 1st, 2023 to Sunday January 5th, 2024.
All returns and exchanges must be submitted/reported to The Vault Pro Scooters within 30 days of receiving your merchandise. The 30-day period begins when merchandise is delivered to the recipient's shipping address.
The Vault takes no responsibility for any products shipped back to us without approval or going through the proper return procedure.
To submit a request for a return or exchange customers must send an email inquiry to info@tvps.shop including your order number in the subject line as well as photos of all products being returned.
All photos submitted must show the item taken out of it’s packaging, showing multiple angles.
Upon a return request being approved, we will provide you with a shipping label that can be used to send your product back.
All returned items and packaging must be in an unused, new condition to receive a refund*.
*Initial $7.95 shipping is non-refundable as the original order has been fulfilled and shipped as initially requested.
*Use of one of our pre-paid return shipping labels will result in an additional $7.95 deduction from any refund or exchange.
A 10% restocking fee will be applied to any return lacking original packaging. Additional restocking fee of 10-30% may also be applied upon inspection if any returned product shows signs of use or damage. Any items in an ‘unsellable’ state will not be accepted.
Refunds or Store Credits will be issued in approximately 2 business days upon receiving products.
Refunds can take up to 5 business days to show back in your account after being processed, depending on your bank.
CLICK HERE TO START YOUR RETURN
A representative will reach out to you within 1-2 business days via email for photos to verify your item's condition. If you'd like to speed this process up you can send an email with your order number and photos of whatever item(s) you'll be sending back. Please send to info@tvps.shop
Exchanges
The process for initiating an exchange is identical to that of a return for refund or store credit - (please see return policy above).
If you are requesting an exchange rather a return for refund or store credit please state this in your email and include whatever specific product(s) you’d like to exchange for.
Replacement products are not shipped out until your original return is received and additional payments or refunds are handled if there is a price difference.
The entire exchange process, including shipping time, can take up to 2-4 weeks.
Items cannot be put on hold for an exchange while waiting for the returned items to arrive and we cannot guarantee that they will be available once the return has been processed.
It is because of these reasons that we do recommend setting up a return for refund or store credit and placing an order in the meantime for replacement products.
*Please note that any items damaged upon receipt do not qualify for return. Please reference our Damaged & Defective Items.
CLICK HERE TO START YOUR EXCHANGE
A representative will reach out to you within 1-2 business days via email for photos to verify your item's condition. If you'd like to speed this process up you can send an email with your order number and photos of whatever item(s) you'll be sending back. Please send to info@tvps.shop
Extended Holiday Policy
We get it…Christmas present right? Most purchases made during the holidays are usually intended as gifts. The Vault also assumes packages will not be opened until after Christmas Day. Therefore, The Vault Pro Scooters has implemented a special Return/Exchange Policy just for the holidays. Any purchase made between November 1st and December 24th is permitted 30 days to report a return/exchange. The 30-day period begins Christmas Day, therefore, the last day to report a return/exchange would be January 25th (PST).
Warranty Claims
Most major components of a scooter come with a warranty set in place by the manufacturer.
Smaller components that are deemed ‘high-stress’ components are not covered by any type of warranty. Such parts include, but are not limited to the following.
- Grips
- Bar Ends
- Headsets
- Grip Tape
- Brakes
- Axles, Bolts, and other small hardware
To submit a warranty claim you must send a description of the issue you’re experiencing, as well as photos of the issue to info@tvps.shop
Subject line must include your order number as well as ‘Warranty’
(example:) Order #XXXXXXXXXX Warranty
As previously stated, all warranties are put in place by the manufacturer, not The Vault. We are simply responsible for filing the warranty claim with the manufacturer on your behalf due to us having your proof of purchase credentials.
If a warranty claim is approved, you can receive a replacement from the manufacturer or a store credit equal to the amount initially spent on the product in question
* Please Note: All PROTO and River Wheel Co. warranties must be submitted directly to the manufacturer, as per their request at tgedistribution.com/warranty We can provide you with a copy of your receipt, if needed.*
Damaged or Defective Products
All damaged or defective items upon receipt must be reported within 7 days of receiving it. You must email photos to info@tvps.shop showing the issue and state the issue in the email as well.
Please include your order number in the subject line of your email inquiry as well as a brief description so as to speed up the process and avoid confusion
- (example:) Order #XXXXXXXXXX Cracked Bars
Any items received damaged must be sent back to either us or the manufacturer; we will provide you with the shipping label to do so.