HomeVaja Cases Customer Care GuideCustomer FAQHow do I return an Item?

1.1. How do I return an Item?

Warranty Policy

At Vaja we try our best to make goods that you can use every day, and enjoy for a long time, we understand that your leather good will be with you almost 24/7, jumping from your hands to your pocket or bag, and again back to your hands. We know thats something that needs to support your everyday hazards, thats why we only use the best of the best materials available and we encourage you to take care of your Vaja goods and treasure them, as you do with your best pair of shoes. As you know using the same pair of shoes everyday will wear them down faster, so they may need a small repair or clean now and then.
We are also part of the human being, thus we are not perfect, if you are one of those unlucky ones which received a faulty product with an unintended manufacturing defect, or something breaks within the 6 month period, please contact us immediately via support@vajacases.com so we can determine what has happened and find a solution.

Warranty repairs

We offer warranty repairs on almost all our products.  If you are one of the unlucky ones that need to repair your Vaja goods within the 6 month warranty period, please email us at support@vajacases.com.
Repairs are done at our main factory in Argentina, once we receive the product back from you, it will take something between 2-4 weeks to get the product repaired depending on the issue. Sometimes all that needs to be done is a small simple stitching repair which can be done at your local leather repair store.
Sometimes due to the vast color and leather selection offered under our customizable goods section, we might not have the same leather/color available to make a repair, thus we may have to use a different color that may not match your original product 100%.

Repairs Outside Warranty

We offer a repair service if something breaks outside the 6 month warranty. If you think that the repair needs our specialists please contact us at  support@vajacases.com with pictures of the problem and we will send you a quote for the estimated repair cost and shipping.
Please note that once we receive the product back it will take around 4-6 weeks for the repair. (If the product is over 6 months old we may have to use a different colour leather/thread/materials that may not match your original product 100%.)
We know that it might be pretty hard to live without your beloved leather good for a few weeks, sometimes all it needs is just small simple stitching repair which can be done quick and easy by a local leather repair shop.
If you are not quite sure what to do, send us a picture and we can let you know how it can be repaired locally or if it has to go on a recreation trip to Buenos Aires.

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Under no circumstance will our liability exceed the amount of the original sale.
All return items must have a corresponding RMA (Return Merchandise Authorization) issued by us to warrant a return.
Products damaged as a result of abuse, misuse, improper repairs/maintenance, installation, or alteration/modification will be VOID of our return policy and warranty. This applies to both our stock and custom orders. 
Our liability does not cover lost or stolen packages that have been mailed back to us under warranty or return. The Customer is the shipper, he or she would be the only one who can file a lost claim with the shipping company that was used. As such, any interaction regarding the lost claim must be between the customer and shipping company.

Restocking Fee
A $5.- restocking fee is charged on all returns that are not a direct result of our error. This applies to all Stock items. 
A 20% return fee is charged on all custom products that are returned that are not a direct result of our error.

Custom orders cancellation, modification or returns:
Vaja processes customized products 24 hs after placing the online order. Therefore, cancellations for full refunds or modifications to customized online orders are only possible within those first 24 hs.
After this frame, the item will have begun production; at this time the product belongs solely to the customer who ordered it (the customer who ordered the product is the sole owner of the case even if it has not been shipped yet) any cancellation or modification request will carry a cancellation fee according to the time that has passed since the order was placed as follows: 

first 24hs: free of charge.
1 to 15 days after purchase: 10% of product price.
15 days onwards after purchase: 20% of product price.

Only extraordinary circumstances may contemplate a custom case return and card refund, such as material or confection flaws or product misfunctioning under normal use. In all situations customer may be required a picture to be analyzed by Vaja Product Department, who will be in charge of approving and processing the corresponding RMA.

Additional non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the address from where it was sent.
There are certain situations where only partial refunds are granted (if applicable)
Products with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@vajacases.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded nor returned.

Exchanges (if applicable)
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at support@vajacases.com we will issue an RMA # and will send you instructions to make the shipment to our returns dept at  12309 sw 132nd ct Miami Florida US 33186.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 12309 sw 132nd ct Miami Florida US 33186

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


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