Overview
At VectaCut, your satisfaction is our top priority. We take great pride in the quality of our precision-crafted CNC and laser-cut decor products, and we stand behind every item we sell. If for any reason you are not completely satisfied with your purchase, we are here to help.
This policy outlines the conditions under which returns and refunds are accepted, and the process you need to follow to initiate a return.
Return Eligibility
To be eligible for a return, the following conditions must be met:
- The item must be returned within 7 days of the delivery date.
- The item must be unused, undamaged, and in its original condition.
- The item must be in its original packaging, including all protective materials and accessories.
- A valid proof of purchase (order confirmation email or receipt) is required.
Please note: Custom or personalized items cannot be returned unless they arrive defective or damaged. Due to the bespoke nature of these products, they are made specifically to your specifications.
Non-Returnable Items
The following items are not eligible for return or refund:
- Custom or personalized items — unless they arrive defective or significantly different from what was ordered.
- Items without original packaging — products must be returned in the packaging they were delivered in.
- Items that have been used, installed, or modified — any signs of use, alteration, or damage caused by the customer will void return eligibility.
Return Process
To initiate a return, please follow these steps:
-
Contact our support team
Reach out to us via email or through our FAQs & Support page. Please include your order number, the item(s) you wish to return, and the reason for the return. -
Receive return authorization
Our team will review your request and, if eligible, issue a Return Authorization (RA) number along with instructions on how to ship the item back. -
Ship the item back
Pack the item securely in its original packaging and ship it to the address provided. Please include the RA number on the outside of the package. We recommend using a trackable shipping method. -
Inspection and refund
Once we receive the returned item, our quality team will inspect it to ensure it meets the return eligibility criteria. After approval, your refund will be processed.
Refund Timeline
Once we receive and inspect your returned item, refunds are typically processed within 7–10 business days. The refund will be credited to your original payment method.
- Bank transfers / online payments: Please allow additional time for the refund to appear in your account, depending on your bank's processing times.
- Cash on Delivery (COD) orders: Refunds for COD orders will be processed via bank transfer. You will be asked to provide your bank account details.
If you have not received your refund after 10 business days, please contact our support team so we can investigate the status for you.
Damaged or Defective Items
We carefully package every order to ensure it arrives in perfect condition. However, if your item arrives damaged or defective, we will make it right immediately.
- Take photos immediately — Photograph the damaged or defective item, including the packaging, from multiple angles.
- Contact us within 48 hours — Reach out to our support team within 48 hours of delivery with your order number and the photos.
- Receive a replacement or full refund — After verifying the issue, we will offer you a free replacement or a full refund, including any shipping costs.
You will not be required to pay return shipping for items that arrive damaged or defective.
Exchange Policy
We offer exchanges for items in different sizes, colors, or materials, subject to product availability. To request an exchange:
- Contact our support team with your order number and the details of the item you would like instead.
- If the replacement item is available, we will arrange the exchange once we receive the original item back.
- Any price differences between the original and replacement item will be charged or refunded accordingly.
Please note that exchanges are subject to the same eligibility requirements as returns (within 7 days, unused, original packaging).
Shipping Costs for Returns
Return shipping costs are the customer's responsibility, with the following exceptions:
- The item arrived damaged or defective.
- The wrong item was shipped due to an error on our part.
- The item is significantly different from what was described or ordered.
In these cases, VectaCut will cover the full cost of return shipping.
Contact Us
If you have any questions about our Refund & Returns Policy, or if you need assistance with a return, please do not hesitate to reach out:
- Visit our FAQs & Support page for answers to common questions.
- Email us at [email protected] with your order details and we will respond as soon as possible.
We are committed to ensuring a smooth and fair return experience for every customer.
Last updated: February 2026