Refund policy

1. Return Eligibility

We accept return requests within 30 calendar days from the date your order is delivered.

To qualify for a return, the following conditions must be met:

• Items must be unworn, unwashed, and unused.
• Items must be in their original condition, without damage, stains, odors, or signs of wear.
• All original tags, labels, and accessories must remain attached or included.
• Items must be returned in their original packaging or suitable protective packaging.
• Customers must contact our customer service team and receive return authorization before sending any items back.

We reserve the right to decline returns that do not meet these requirements.

2. How to Request a Return

To initiate a return, please follow these steps:

Step 1: Contact Our Customer Service Team

Email us at scalevault@vipcareo.com with the following information:

• Your order number.
• The name of the item you wish to return.
• The reason for your return.
• Clear photos of the item, if it is damaged, defective, or incorrect.

Step 2: Receive Return Instructions

Our customer service team will review your request and provide the return instructions and designated return shipping address.

Important: Our business address listed on this website is not a return warehouse or product receiving facility. Please do not send returned merchandise to our business address without receiving an authorized return address from our customer service team.

Step 3: Ship Your Return

Once your return has been approved, carefully package the item and ship it to the return address provided by our customer service team.

Customers are responsible for keeping their return tracking information until the return has been delivered.

Returns sent without prior authorization or to an unauthorized address may not be accepted.

3. Return Shipping Costs

Return shipping costs are determined by the reason for the return.

Customer-Initiated Returns

For returns due to personal preference, incorrect size selection, color preference, or change of mind, customers are responsible for the return shipping costs.

Original shipping charges are non-refundable for these returns.

Returns Due to Our Error

Scalevault will cover reasonable return shipping costs when:

• The wrong item was delivered.
• The item arrived damaged.
• The item has a verified manufacturing defect.
• The item received does not match the product description due to an error on our part.

Please contact us with your order number and supporting photos before returning the item. Our customer service team will provide the appropriate return shipping instructions.

We do not charge restocking fees for approved returns.

4. Refund Policy

Once your returned item has been received and inspected, we will notify you by email regarding the approval or rejection of your refund.

Approved Refunds

Approved refunds will be issued to the original payment method used for the purchase.

We generally process approved refunds within 5–10 business days after receiving and inspecting the returned merchandise.

After we issue the refund, the time required for the funds to appear in your account depends on your bank, credit card issuer, or payment provider.

Please allow additional processing time for your financial institution to complete the transaction.

If you have not received your refund after 10 business days from our refund confirmation, please contact us at scalevault@vipcareo.com.

Refund Amount

For approved returns, the refund covers the purchase price of the returned merchandise and applicable sales tax.

Original shipping charges are not refundable for customer-initiated returns.

When a return is caused by an error or verified product defect on our part, the applicable original shipping charges will also be refunded.

5. Damaged, Defective, or Incorrect Items

We carefully inspect merchandise before shipment. However, if you receive an item that is damaged, defective, or different from what you ordered, please contact us promptly.

Please provide:

• Your order number.
• A description of the issue.
• Clear photographs showing the problem and the affected item.

Our customer service team will review the information and arrange an appropriate resolution, which may include a replacement or a full refund.

For verified issues caused by Scalevault, customers will not be responsible for the associated return shipping costs.

6. Exchanges

We accept exchange requests for eligible items within 30 calendar days of delivery.

Exchanges are subject to product availability.

To request an exchange, email scalevault@vipcareo.com with your order number and the details of the replacement item you would like.

Our customer service team will provide the exchange instructions and designated return address.

If the requested replacement item is unavailable, we will offer an alternative resolution, including a refund for the eligible returned item.

7. Non-Returnable Items

The following items are not eligible for return:

• Items that have been worn, washed, or used.
• Items with missing original tags or labels.
• Items damaged after delivery due to improper use, washing, or handling.
• Items returned outside the 30-day return window.
• Items returned without prior authorization.

This section does not limit any rights customers may have under applicable consumer protection laws concerning defective or incorrectly supplied merchandise.

8. Order Cancellation

Customers may request an order cancellation before the order has been processed for fulfillment.

To request a cancellation, please contact us as soon as possible at scalevault@vipcareo.com.

Once an order has entered fulfillment or has been shipped, it cannot be canceled. Customers may request a return after delivery in accordance with this policy.

Orders placed after the daily order cutoff time of 5:00 PM Eastern Time will begin processing on the next business day.

Cancellation requests cannot be guaranteed once fulfillment has started.

9. Refund Processing Time

For reference, our refund process follows this general timeline:

• Return request review: Within 1–2 business days.
• Return inspection: After the returned item is received.
• Refund issuance: Generally within 5–10 business days after receipt and inspection.
• Bank or payment provider processing: Additional time may be required depending on the payment provider.

Business days exclude Sundays and recognized holidays when our customer service operations are closed.

10. Customer Service Hours

Our customer service team is available during the following hours:

Monday – Saturday: 9:00 AM – 5:00 PM Eastern Time (ET)

Sunday: Closed

U.S. Public Holidays: Closed

Our operating hours follow the United States Eastern Time Zone, including Eastern Standard Time (EST) and Eastern Daylight Time (EDT), as applicable.

Emails received outside business hours, on Sundays, or on holidays will be reviewed on the next business day.

11. Business and Contact Information

For return requests, refund inquiries, order cancellations, or other customer service matters, please contact us using the information below.

Store Name: Scalevault

Business Address:
45 Runnemede Ave, Lansdowne, PA 19050, United States

Email: scalevault@vipcareo.com

Phone: +1 (610) 284-5764

Customer Service Hours:
Monday – Saturday, 9:00 AM – 5:00 PM ET
Sunday and U.S. Public Holidays: Closed

Important Address Notice: The business address listed above is for business correspondence and customer service purposes only. It is not a merchandise return warehouse. Customers must contact our customer service team to obtain the designated return shipping address before sending any returned products.

12. Policy Updates

Scalevault reserves the right to update this Return and Refund Policy when necessary to reflect changes in our business operations, applicable laws, or customer service practices.

Any updates will be published on this page with the revised effective date.

We encourage customers to review this policy before placing an order.

Thank you for shopping with Scalevault. We appreciate your trust and support.