If you’re unhappy with a product please let us know, we will do our best to help and resolve any issues.

If the product is faulty we’re very happy to replace it, give you a refund or offer a gift card so you can choose something else to the same value. Consumer law in New Zealand does not require retailers to refund goods if customers change their minds however we always do our best to find a solution that everyone is happy with.

To be eligible for a return/exchange your item must be returned by tracked courier unused and in it’s original packaging, accompanied with the proof of purchase or an exchange card. You have two weeks from the date of purchase to exchange your purchase. Once we have received the item back in good condition a Credit Note will be issue. Our Credit Notes are valid for 12 months and can be redeemed in store or online. All return courier costs is the customers responsibility.

If you live outside of Wellington please email The Vault team on to let us know if you would like to return a product and why it is being returned, we can then start the process from there.

Damaged merchandise will not be accepted for an exchange, return or refund. Cancelled orders may incur third party transaction fees.