Returns

We genuinely hope that you’ll love your purchase! However, if you change your mind, or it doesn’t work for your project, we’re more than happy to offer you a change of mind refund, so long as your return request is made within 14 days of receiving your order, subject to the below terms.

Receiving Your Refund

For all change of mind (including any incorrect finishes, options, sizes, etc. ordered) returns made within 14 days of receiving the order, we offer a full refund to your method of purchase.

If more than 14 days but less than 30 days have passed since you received your order, we are only able to offer a store credit to the value of the purchase.

If more than 30 days have passed since you received your order, we are unable to accept any returns.

If you return any items more than 30 days after you received your order, you are responsible for arranging shipment and any related postage fees to receive your returns back, as we are unable to offer a return option or accept any returns after 30 days have passed.

Non-Returnable Items

All products are returnable, unless stated otherwise on their respective product page. Non-returnable products include, but are not limited to:

Finish Sample Discs
Door Levers
Door Knobs
Door Pulls
Door Accessories (including hinges, stops, catches and snibs)
Solid Brass Room Letters
Solid Brass Room Numbers & Signs
Custom Orders

Eligibility

To be eligible for a refund, your item(s) must be

Uninstalled, unused, unmarked, in their original condition and;
Unopened and in their original packaging, including all mounting hardware, fixing screws, accessories, protective wrapping, and sealed bag and;
Unmodified.
Please note that refunds will be rejected and not given for any returned items that do not meet the above criteria.

Trade Account Holders

Please note that this policy is valid for non-trade account holders only. The Trade Terms & Conditions can be found in the trade booklet sent with the approval of your account, or listed on all trade quotes / pro-forma invoices issued by us. If you need help with your account or trade quote/pro-forma invoice, please email [email protected] for further assistance.

Request For Refund / Return

To initiate a return, please email our team at [email protected] with:

1. Your order number
2. The items and quantities to be returned
3. The reason for return

Faulty Items / Missing Items

We only replace items that are deemed faulty, defective, damaged or missing within 24 hours of the item being delivered. Please notify us with photos and/or videos of the issue in your notification email within 24 hours of receiving the item to [email protected].

Exchanges

We do not offer exchanges. If you wish to change your style, finish or size, we recommend you place a new order, and return your original order in accordance with our Returns & Exchange Policy.

Returns Process

Return postage costs are at the customer’s expense, and remain your responsibility, so please take extra care when packing your items for transportation back to us.

As return postage remains your responsibility, please hold on to your proof of postage until we have received your item and processed your refund.

All returns undergo strict quality/quantity checks. Once we receive your return, please allow up to 5 business days for your return to be processed.

Upon successful inspection, your refund will be processed. Once your refund has been issued, you will receive a notification email. Please allow up to 10 business days for the funds to appear in your account.

Cancellations and Order Rejections

A 5% cancellation fee will be charged if the order has not been dispatched yet.
Shipped orders cannot be cancelled.
Please note that orders are not refundable if the package is rejected by the receiver for any reason.

Terms

Our Returns & Exchange Policy does not exclude or replace your rights given under the China Consumer Law and regulations.

VigorousHome, at its absolute discretion, reserves the right to not offer an exchange or refund if you change your mind.