Refund Policy

Last updated: September 26, 2026

At Naya Vault, we want you to be satisfied with your purchase. If there is a problem with your order, please contact us so we can review the situation and help determine the appropriate solution.

1. Returns & Refunds

We accept return or refund requests for eligible products in accordance with the conditions below.

To request a return or refund, contact us at:

support@nayavault.com

Please include your order number, a description of the issue, and photographs or other relevant evidence when applicable.

2. Damaged or Defective Products

If your product arrives damaged, defective, or significantly different from the product description, please contact us within 7 days of delivery.

Please provide:

Your order number
Clear photos of the product
Photos of the packaging, if applicable
A description of the problem

After reviewing the information, we may offer a replacement, refund, or another appropriate resolution.

3. Wrong Item Received

If you receive an item that is different from what you ordered, contact us within 7 days of delivery.

Please provide your order number and clear photos of the item received.

If the error is confirmed, Naya Vault may provide a replacement or refund at no additional product cost.

4. Change of Mind

Because Naya Vault works with international fulfillment partners, return eligibility for products that are no longer wanted or are purchased by mistake may vary by product and destination.

Please contact us before sending any item back.

Do not return a product to the sender or fulfillment address shown on the package unless our support team has specifically provided return instructions.

5. Return Conditions

When a return is approved, the product may need to meet the following conditions:

The item must be unused or in acceptable condition.
The item should be returned with its original packaging where applicable.
The product must not have been intentionally damaged or altered.
The return must follow the instructions provided by our support team.

Certain products may not be eligible for return due to hygiene, health, safety, or other applicable restrictions.

6. Non-Returnable Products

Depending on the product and applicable law, certain items may not be eligible for return, including products that are:

Used or opened where hygiene restrictions apply
Personalized or made to order
Perishable
Clearly marked as non-returnable
Restricted from return under applicable regulations

If you are unsure whether an item is eligible for return, contact us before purchasing or before sending the item back.

7. Return Shipping

If a return is approved because the product is defective, damaged, incorrect, or otherwise covered by this policy, Naya Vault will determine the appropriate return or replacement procedure.

For returns resulting from customer preference, incorrect ordering, or other reasons not caused by Naya Vault or the fulfillment process, the customer may be responsible for applicable return shipping costs.

Return shipping arrangements must be approved by Naya Vault before the item is sent back.

8. Refund Processing

Once a refund is approved, the refund will generally be issued to the original payment method.

After we initiate the refund, the time required for the funds to appear in your account depends on your payment provider or financial institution.

Naya Vault does not control the processing time of banks, card issuers, or payment providers.

9. Partial Refunds

In certain circumstances, a partial refund may be offered instead of a full refund, depending on the nature and severity of the issue.

Any partial refund will be communicated to the customer before it is processed.

10. Order Cancellation

If you need to cancel an order, contact us as soon as possible at:

support@nayavault.com

We will make reasonable efforts to accommodate cancellation requests before an order enters fulfillment or shipping.

Once an order has been processed or shipped, cancellation may no longer be possible and the applicable return procedure may apply.

11. Packages Marked as Delivered

If tracking information indicates that your order has been delivered but you have not received it, please first check with:

Household members
Neighbors
Building reception or management
The delivery carrier

If the package cannot be located, contact us at support@nayavault.com and provide your order number.

We will work with the relevant carrier or fulfillment partner to investigate the situation.

12. Incorrect Shipping Information

Customers are responsible for entering accurate shipping information when placing an order.

If an order cannot be delivered because of an incorrect or incomplete address provided by the customer, additional shipping or reshipment costs may apply.

13. Fraudulent or Abusive Refund Requests

Naya Vault reserves the right to investigate suspicious, fraudulent, or abusive refund requests.

We may request reasonable evidence, including photographs, videos, tracking information, or other documentation, before approving a refund or replacement.

Nothing in this policy limits any mandatory rights or remedies available to consumers under applicable law.