Shipping & Returns Policy
The Vault Fitness ("we" and "us") is the operator of (thevaultfitness.com)
("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
- Shipping Costs
Shipping is FREE for orders over $1,000HKD. For orders under $1,000HKD, shipping to Hong Kong is $35 HKD. We ship using SF Express.
Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
If you wish to return a product to by return shipping, please contact customer service [insert email address here] to notify us that you will be making a return and the reason why.
Returns on unopened products are valid within 14 days with proof-of-purchase in exchange for a product of equal value, or a full refund.
No exchanges, refunds or returns will be granted for opened or used products.
Customers can use SF Express (receiver to pay option) for return shipping or return unopened and unused products in-store at The Vault Fitness [insert address].
You will receive the compensation option of:
(a) refund to your payment method, or
(b) a refund in store credit, or
(c) a replacement item sent to you (if stock is available)
Please note: Shipping an item without consulting customer service will not guarantee a refund or store credit & you risk additional charges as the item(s) may be returned to you at your expense. To avoid additional charges, please consult with customer service before returning merchandise.
- Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 1 - 2 business days.
4.2 Dispatch Time
Orders are usually dispatched within 1 - 2 business days of payment of order.
Shipments will not be made on Sundays & Public Holidays, and will revert to the next Business Day.
4.3 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.4 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.
4.5 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
- Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
- Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.