Vacant – Returns and Refund Policy
Effective Date: March 11, 2025
At Vacant, we want you to shop with confidence. If you are not satisfied with your purchase, we offer returns, exchanges, and refunds under the conditions outlined below.
This Return and Refund Policy applies to all purchases made through Vacant's website. Please read it carefully before making a purchase.
🔹 Quick Summary of Our Returns & Refund Policy
✅ Returns accepted within 30 days of delivery for most physical products.
✅ Full refunds issued for eligible returns if items are in original condition.
✅ Refunds processed within 5-10 business days after return approval.
✅ Custom artwork and commissioned designs are final sale (non-refundable).
✅ Cancellations allowed before order processing begins for physical products and within 24 hours for custom orders.
✅ Service cancellations allowed up to 7 days before the scheduled service date for a full refund.
✅ Return shipping responsibility: Customers cover return shipping unless the item is damaged, defective, or incorrect, in which case we cover the costs.
✅ Easy returns process: Contact us for a Return Authorization (RMA) before sending any returns.
For detailed information, read the full policy below.
1. Return & Refund Eligibility
We accept returns for most physical products within 30 days of delivery, provided they meet the following conditions:
✔ Product is in original condition – unworn, unused, unwashed, and in original packaging with all tags attached.
✔ Proof of purchase is provided – order confirmation or receipt.
✔ Return is initiated within 30 days of receiving the product.
🛑 Non-Returnable Items:
❌ Custom artwork and commissioned pieces (as they are uniquely made for you).
❌ Personalized or made-to-order items (e.g., custom-sized clothing, signed artwork).
❌ Gift cards and digital downloads (non-tangible goods).
❌ Final sale or clearance items (clearly marked as non-returnable).
📌 If you’re unsure whether your item qualifies for a return, please contact our support team before sending it back.
2. How to Initiate a Return
Returning an item is easy. Follow these steps:
1️⃣ Contact Us for Approval – Email support@vacant.com or visit our Returns Center [Insert Website Link].
2️⃣ Receive a Return Authorization (RMA) – We’ll provide an RMA number and return instructions.
3️⃣ Pack the Item Securely – Use original packaging (if possible) and include all parts/tags.
4️⃣ Ship the Item – Send it using a trackable shipping method (return shipping is at your cost unless the item was incorrect/damaged).
5️⃣ Return Processing – We inspect the item within 2 business days and process the refund within 5-10 business days.
📦 Return Shipping Costs:
Customers cover the cost of return shipping for discretionary returns (e.g., wrong size, change of mind).
Vacant covers return shipping costs only if the item is defective, damaged, or incorrect.
💰 Refunds will be issued to the original payment method.
3. Refund Processing & Timeline
Once we receive and approve your return:
✔ Refunds are processed within 5-10 business days.
✔ Refunds go back to your original payment method (e.g., credit card, PayPal).
✔ You will receive an email confirmation once the refund is issued.
🔄 Exchanges: If you want a different size/color, follow the return process and place a new order for the correct item.
📌 Late or Missing Refunds? If you haven’t received your refund after 10 business days, check with your bank, card provider, or contact us for assistance.
4. Order Cancellations
✅ Physical Product Orders:
Before shipping? You can cancel for a full refund (contact us ASAP).
After shipping? You must follow the standard returns process once you receive the item.
✅ Custom & Commissioned Orders:
Cancellations are only accepted within 24 hours of placing the order.
If work has started, only a partial refund may be issued based on the stage of the project.
✅ Services (Design & Installation):
Cancel at least 7 days before your service date for a full refund.
Cancellations within 7 days may receive a partial refund based on work completed.
If the service has been fully provided, refunds are not available.
📌 Contact us ASAP for cancellations at support@vacant.com.
5. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, we’ll make it right:
1️⃣ Report the issue within 7 days of delivery.
2️⃣ Send photos of the item and packaging to support@vacant.com.
3️⃣ We will arrange a replacement, repair, or full refund at no extra cost.
💡 No need to return damaged/incorrect items in some cases! We may offer a refund or replacement without requiring a return, depending on the situation.
6. Returns & Refunds for Services
Services (custom designs, artwork installations) cannot be returned once provided. However, we stand by our work:
✔ If you’re unsatisfied with a design service, we may offer additional revisions.
✔ If an installation has issues, we will work with you to address concerns.
📌 Refunds for completed services are only granted in rare cases where we fail to deliver the agreed-upon work.
7. Contact Us for Returns & Refunds
📩 Email: topdeckgames@gmail.com
🌐 Website: [www.getvacant.com]
📍 Business Address: Vacant, 11 Onewa Road, Auckland, NZ 0627
Our support team typically responds within 1 business day.
📌 Important Notes for Google Compliance
✔ This return and refund policy is clearly stated and publicly available on our website.
✔ All return eligibility requirements, timelines, and refund conditions are explicitly detailed.
✔ Vacant accepts returns for physical goods and provides a refund timeline.
✔ Custom, made-to-order, and service-based products have clear refund rules.
📌 We comply with consumer protection laws and respect your rights.
🚀 Thank you for choosing Vacant! We value your business and are committed to ensuring a smooth shopping experience.