Guarantee Policy

Our guarantee

We believe exceptional products deserve exceptional support. That’s why we offer a 12-month guarantee on eligible products.

This guarantee is a voluntary promise provided by us and applies in addition to your statutory rights under UK consumer law. It does not replace or limit those rights in any way.

What the guarantee covers

Our products are guaranteed to be free from defects in materials and workmanship when used under normal conditions and for their intended purpose.

This includes:

  • manufacturing or design faults (for example, distorted pages or pockets, loose threads)
  • structural or functional failures (for example, zip issues, pocket tearing, seam failures, magnets detaching)
  • performance issues that prevent normal use of the product

If a valid claim is accepted under this guarantee, we will offer either a repair, replacement, or refund. The remedy offered will depend on the nature of the issue and product availability.

What the guarantee does not cover

This guarantee does not cover:

  • normal wear and tear resulting from regular use (for example, fading, scuffing, sleeve or spine degradation)
  • damage caused by misuse, accidents, improper care, or failure to follow care instructions
  • damage resulting from unauthorised modification, customisation, or repair
  • damage caused by use outside the product’s intended purpose or conditions

These exclusions apply only to the voluntary guarantee and do not affect your statutory rights.

How to make a claim

To make a guarantee claim, please contact us via the Help widget or Contact link on our website.

When submitting a claim, please provide:

  • proof of purchase
  • a description of the issue
  • clear photographs where requested

We may ask for the product to be returned for inspection. Where a return is required for a valid guarantee claim, we will cover the reasonable cost of return shipping.

Time limits

This guarantee applies for 12 months from the date of delivery of the product.

Claims made outside the guarantee period may still be eligible for remedies under your statutory rights, depending on the circumstances.

Availability of the guarantee

This guarantee applies only to products purchased directly from our website.

This does not affect your statutory rights where goods were purchased elsewhere.

How we use claims

We review guarantee claims to help identify recurring issues and improve our products, manufacturing processes, and quality control. Any information used for this purpose is handled in accordance with our privacy policy.

Your responsibilities

To remain eligible for coverage under this voluntary guarantee, you should:

  • use the product only for its intended purpose
  • follow any care and usage instructions provided
  • avoid unauthorised modifications or improper handling

Failure to do so may mean the issue falls outside the scope of this guarantee. This does not affect your statutory rights.

Your statutory rights

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose. If they are not, you may be entitled to a repair, replacement, price reduction, or refund.

This guarantee is offered in addition to those rights and does not limit or replace them in any way.

Governing law

This guarantee is governed by the laws of England and Wales.


Thank you for choosing Vault X. We’re proud to design products trusted by collectors worldwide — and we’ll always back them up.