Support
Refund Policy
Plain-English detail on refunds, cancellations and disputes. Read alongside our Returns policy.
This Refund Policy outlines how BrandVault Promotions Inc. ("BrandVault", "We") processes refunds for orders placed via info@brandvault-promos.com.
It should be read together with our Returns Policy.
Do you offer refunds?
Yes. We refund eligible returns and any order that is faulty, not as described, cancelled in time, or that we are unable to fulfil. All refunds are issued in USD to the original payment method.
What qualifies for a refund
- Eligible items returned within our 14-day window, unused and in original packaging.
- Items that arrive faulty, damaged or not as described.
- Orders cancelled before they enter fulfilment (see Cancellations).
- Orders we cannot ship (for example, restricted destinations) — refunded in full.
What is non-refundable
- For hygiene reasons, opened body-contact items and consumables are non-returnable unless faulty.
- Change-of-mind returns: return shipping fees apply.
- Import duties or taxes paid to customs are determined by your country — we cannot refund them.
How long refunds take
Once we receive and inspect a return, we approve and issue the refund within 2 business days. Your bank or card issuer then typically takes 5–10 business days to post it to your statement. PayPal refunds usually appear sooner.
Cancellations
If there is any issue with your order, please contact us first — we resolve most concerns within one business day.
Opening a chargeback or PayPal dispute before reaching out to us may delay your case.
Charges from our orders will appear on your card statement as "BrandVault Promotions." If you see a charge you don’t recognize, email us and we will promptly clarify it for you.
Partial refunds
We may issue a partial refund where a returned item shows signs of use, is missing parts, or is not in its original condition. We'll always explain the reason before doing so.
Chargebacks & disputes
If there is an issue with your order, please contact us first — we resolve most concerns within one business day.
Opening a chargeback or PayPal dispute before reaching out to us may delay the resolution process.
All charges will appear on your card statement as "BrandVault Promotions."
If you don't recognize a transaction, please email us and we will help identify it.
Contact
BrandVault Promotions Inc · info@brandvault-promos.com · 307-313-5412
Last updated: June 17, 2026