Refund & Cancellation Policy

This policy covers cancelling an order and getting your money back. If your item has already arrived and you'd like to send it back, see our Returns Policy instead.

1. Cancelling an order before it ships

• You can cancel any order free of charge as long as it has not yet been dispatched.
• Email support@flipvault.com with your order number and the word "cancel" in the subject line. The fastest window is within a few hours of ordering.
• We pack orders within 1–3 business days, so once you receive a shipping confirmation the order can no longer be cancelled — it becomes a return.
• Cancelled orders are refunded in full, including any shipping charge, to the original payment method.

2. Cancellations by FlipVault

Occasionally we may need to cancel an order — for example if an item is damaged in storage, if a listing contained a pricing error, if the item cannot be authenticated on final inspection, or if we cannot ship to the address provided. We will always email you first and refund you in full within two business days.

3. Refund eligibility

You are entitled to a refund when:

• You cancelled before dispatch.
• An approved return is received and passes inspection (see the Returns Policy).
• Your order arrived damaged, incorrect, or materially different from its listing description.
• An item is confirmed not to be authentic — in this case we refund the item price and all shipping costs in both directions.
• Your parcel is confirmed lost in transit by the carrier.

4. Partial refunds

Where only part of an order is cancelled or returned, we refund the price of those items. Shipping is refunded only where the entire order is cancelled or where the fault was ours. If a partial return drops your order below the $75 free-shipping threshold, the original shipping cost may be deducted from your refund.

5. Processing times

• We approve and issue eligible refunds within 2 business days of cancellation, or within 3 business days of receiving and inspecting a return.
• Card refunds typically appear in your account 5–10 business days after we issue them, depending on your bank.
• Refunds always go back to the original payment method. We cannot refund to a different card or account.
• You will receive an email confirmation the moment the refund is issued.

6. Non-refundable situations

• Items marked "Final Sale" on the product page.
• Graded or sealed collectibles where the seal, case or grading slab has been opened or broken.
• Intimates, swimwear and pierced jewellery, for hygiene reasons.
• Items returned after the 14-day return window, or returned without an approved return authorisation.
• Items damaged, worn, washed, altered or laundered after delivery.
• Normal signs of wear that were clearly disclosed in the listing description, photographs or condition grade.
• Buyer's remorse on made-to-order or personalised items.
• Gift cards and store credit.

7. Chargebacks

Please contact us before opening a dispute with your bank — we can almost always resolve things faster directly. Fraudulent chargebacks may result in account suspension and referral to our payment provider.

8. Contact

Questions about a refund? Email support@flipvault.com with your order number and we'll reply within one business day.