Refund policy

At Vantage Home Gallery, we strive for 100% customer satisfaction. Because we specialize in luxury, high-value items, our return policy is designed to be fair while accounting for the significant logistics involved in freight transport.

30-Day Return Window: You have 30 days from the date of delivery to request a return.

To be eligible for a return:

  • The item must be unused, uninstalled, and unmodified
  • The item must be in original condition, including all parts, accessories, and packaging
  • Proof of purchase is required

Items that have been installed, used, altered, or damaged after delivery are not eligible for return.

Return Process & Fees:

  1. Starting a Return: To start a return or for any return question, you can contact us at sales@vantagehomegallery.com. Return authorization must be approved before any shipment is sent back.
  2. Return Shipping: Customers are responsible for all return freight shipping costs. Due to the size and weight of our products, we recommend using a fully insured freight carrier. Vantage Home Gallery is not responsible for loss or damage incurred during return transit.
  3. Restocking Fee: A restocking fee of up to 25% may be deducted from your final refund amount to cover the costs of warehouse inspection and manufacturer processing.

Non-Refundable Transaction Fees: Please note that credit card processing fees (approx. 2.9% + 30¢) are captured by the merchant processor at the time of purchase. These fees are non-refundable in the event of a return or cancellation.

Damages and Issues: Please inspect your order at the time of delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Customers must inspect all freight shipments at the time of delivery.

  • Any visible damage must be noted on the Bill of Lading (delivery receipt) before signing. For cold plunge systems, customers must inspect the unit, chiller housing, plumbing connections, and exterior shell for visible damage prior to signing the delivery receipt.
  • Signing the delivery receipt without damage notation may limit or void the ability to file a freight claim.
  • Concealed damage must be reported within 48 hours of delivery, with supporting photos.

Installation, electrical connection, water filling, and ongoing maintenance are the responsibility of the customer unless explicitly stated otherwise.

Failure to follow this inspection protocol may result in the claim being denied.

Non-Returnable Items:

  • Items that have been installed, used, or modified.
  • Custom-made or 'made-to-order' products.
  • Items missing their original packaging or parts.
  • Cold plunge Systems: Cold plunge units that have been filled with water, powered on, connected to electrical supply, or otherwise activated are non-returnable due to hygiene, sanitation, and safety considerations.

By placing an order, you acknowledge that freight logistics may be initiated immediately after purchase

Order Cancellations:

  • Pre-Shipment Cancellations
    Orders canceled before freight is booked may be eligible for a refund, less any non-refundable payment processing fees.
  • Post-Booking / Pre-Departure Cancellations
    Orders canceled after freight has been booked but prior to departure from the warehouse are subject to administrative, carrier, and logistics fees, including but not limited to re-consignment, warehouse handling, and carrier cancellation charges.
  • In-Transit Orders
    Orders cannot be canceled once the shipment has departed the warehouse.

Exchanges: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 20 business days have passed since we’ve approved your return, please contact us at sales@vantagehomegallery.com.