Guarantee Policy

We believe exceptional products deserve exceptional support. That’s why we back our products with a 12-month guarantee.

What’s Covered

Vault X products are guaranteed to be free from defects in materials and workmanship under normal use. This includes:

  • Manufacturing and design faults (e.g. distorted pages or pockets, loose threads)
  • Structural or functional failures (e.g. zip issues, pocket tearing, seam failures, magnets detaching)
  • Performance issues that prevent normal product use

If your item falls under this guarantee, we’ll offer a replacement or full refund. Shipping for valid warranty claims is always free of charge.

What’s Not Covered

Our guarantee does not cover the following types of damage:

  • Normal wear and tear (e.g. sleeve or spine degradation, fading, scuffing)
  • Damage caused by misuse, modification, or customisation
  • Accidental damage (e.g. spills, incorrect cleaning)
  • Improper storage or use outside intended conditions

How to Make a Claim

To make a claim:

  1. Click the Contact link in the menu and chat with our support team
  2. Include proof of purchase and photos of the issue
  3. If your claim is approved, we’ll arrange a free replacement

Please note: if you purchased from one of our retail partners you should raise the claim with them first.

How We Use Claims

Every claim helps us improve. We track warranty requests to identify patterns and work with our warehouse and manufacturing partners to prevent future issues. Your feedback helps us make Vault X even better.

Your Responsibilities

To stay protected under our guarantee, please:

  • Use the product for its intended purpose
  • Follow all care and usage instructions
  • Avoid modifications or improper handling

Legal Notes

This guarantee applies in addition to your statutory rights as a consumer. All terms are written in plain English to ensure clarity and fairness. If you have questions, don’t hesitate to reach out.

This guarantee is offered in addition to your statutory rights under the Consumer Rights Act 2015. If a product is faulty, not as described or unfit for purpose, you may be entitled to a repair, replacement or refund. This does not affect your legal rights.

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