Refund & Return Policy

Vault Icons is a peer-to-peer marketplace for sports memorabilia. All sales are between individual buyers and sellers. This Refund & Return Policy explains how disputes, refunds, and returns are handled on the platform.

1. Dispute Window

After a buyer confirms receipt of an item (or delivery is verified via tracking), a dispute window of 3 days begins. During this window, the buyer may file a dispute through the platform for any of the following reasons:

• Item not as described.
• Item not received (despite tracking showing delivery).
• Item is counterfeit or not authentic.
• Item arrived damaged due to inadequate packaging.
• Wrong item shipped.
• Another problem not listed above.

If your item has not arrived, you can report it as not received from your order page while it is still in transit, at any time before the 14 days after shipment end. Reporting it pauses automatic completion while we review, and we may give the parcel more time to arrive if it is still in transit.

Once the dispute window closes without a dispute being filed, the sale is considered final and the seller's payout is released.

2. How to File a Dispute

To file a dispute, open your order and select "Open Dispute." You will be asked to:

1. Select the reason for your dispute.
2. Describe the issue in writing.

To send photos or other evidence, email support@vaulticons.com and include your order number.

The seller is notified when a dispute is opened, and the funds stay on hold until it is resolved. The seller may send their response and any evidence to the same address, quoting the order number.

3. Resolution Process

Vault Icons administrators will review the dispute and the evidence from both parties. The possible outcomes are:

• Full refund to buyer — The buyer is refunded the full amount paid. The seller's payout is cancelled, or taken back if the seller has already been paid.
• No refund (decided in seller's favor) — The dispute is closed and the funds are released to the seller.
• More time for delivery — For an item reported as not received while still in transit, we may pause the dispute and give the parcel more days to arrive. The funds stay on hold in the meantime.

Vault Icons's dispute resolution decisions are final and binding on both parties. This process does not limit your rights under applicable consumer protection laws.

4. Refund Method

When a refund is granted, it is processed through the original payment method (Stripe). Refunds typically appear on the buyer's statement within 5–10 business days, depending on the payment provider.

5. Return Shipping

If a dispute is resolved in the buyer's favor and a return is required:

• The buyer is responsible for return shipping costs unless the item was materially misrepresented, counterfeit, or the wrong item was sent.
• Items must be returned in the same condition they were received.
• Return tracking information must be emailed to support@vaulticons.com within 5 business days of the resolution decision. Include your order number, the carrier, and the tracking number.
• Vault Icons may hold a refund until the carrier confirms the return has shipped or arrived.

6. Seller-Initiated Cancellations

If a seller needs to cancel a sale after a buyer has paid, the buyer will receive a full refund. Frequent seller-initiated cancellations negatively affect the seller's account standing and may result in restrictions on selling privileges.

7. Chargebacks

If a buyer initiates a chargeback through their payment provider instead of using the platform's dispute process, Vault Icons will cooperate with the payment processor's investigation. We encourage buyers to use the platform dispute process first, as it is typically faster and designed to protect both parties.

8. Non-Refundable Items

The following are generally not eligible for refunds:

• Items where the dispute window has expired without a dispute being filed.
• Items that have been altered, damaged, or modified by the buyer after receipt.
• Buyer's remorse (changed your mind, found a better price elsewhere, etc.).

9. Contact Us

If you have questions about this policy or need assistance with a transaction, contact us at support@vaulticons.com.

This policy is subject to and should be read together with our Terms of Service and Seller Agreement. In the event of any conflict, the Terms of Service govern.