Refund policy

Returns & Refunds Policy

In accordance with applicable US Federal Trade Commission (FTC) regulations and the Florida Deceptive and Unfair Trade Practices Act (FDUTPA), Chapter 501, Part II, Florida Statutes.

1. Return Window

Vander offers a 90-day return window from the date you receive your order. You may return any eligible item within this period without needing to provide a reason, provided all return conditions below are met.

To initiate a return, please contact us through one of the following channels:

  • Email: help@vander-us.com — include your full name, order number, and the item(s) you wish to return
  • Return form available at: vander-us.com

2. How to Request a Return

  1. Contact our support team at help@vander-us.com or via the return form at vander-us.com, providing your order number and reason for return.
  2. Our team will review your request and respond within 1 to 3 business days with confirmation and return instructions.
  3. Once confirmed, securely repack the item in its original packaging with all accessories and documentation included, and ship it to the address provided by our team.
  4. After we receive and inspect the returned item, we will process your refund as outlined in Section 4.

3. Return Conditions

To be eligible for a return, the following conditions must be met:

  • The item must be unused and in its original condition — never packed, carried, worn, or used in travel.
  • All original tags, labels, and brand identifiers must be attached and undamaged.
  • All included accessories — such as dust bags, straps, detachable pockets, locks, and keys — must be present and in original condition.
  • All zippers, buckles, clasps, telescoping handles, and wheels must be in fully functional condition, with no signs of stress or wear.
  • There must be no scratches, scuffs, or marks on the hardware, frame, or shell of the item.
  • There must be no interior stains, odors, packing marks, or any other evidence that the bag or luggage was used.
  • The return request must be submitted within 90 calendar days of receiving the order.

Items not eligible for return:

  • Bags or luggage that have been used for travel, packed with belongings, or carried in any way.
  • Items with scratches on hardware or wheels, scuffs on the shell, broken zippers, or missing components.
  • Items from which tags or brand labels have been removed.
  • Customized or monogrammed products made to the customer's specifications.
  • Items damaged due to misuse, overloading, or use in conditions not consistent with the product's intended purpose.

4. Refunds

Once the returned item is received and inspected, Vander will process your refund within 14 calendar days of receiving the return.

Refunds will be issued to the original payment method used at checkout. Original outbound shipping costs will not be refunded in cases of voluntary returns, unless the entire order is returned due to a defect or error on our part. Please allow 3–10 additional business days for the refund to appear in your account, depending on your bank or payment provider.

5. Return Shipping Costs

  • Defective, damaged, or incorrect item: Vander covers all return shipping costs.
  • Voluntary return (change of mind): Return shipping costs are the customer's responsibility. We recommend using a tracked and insured shipping service, particularly for higher-value luggage.

6. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us at help@vander-us.com within 48 hours of receiving the order. Include photos of both the product and the packaging.

Vander will arrange, at no additional cost, the shipment of a replacement product or, if unavailable, a full refund including original shipping costs.

7. Product Warranty

All products sold through vander-us.com are covered against manufacturing defects — including faulty stitching, defective hardware, and structural failures — under applicable US federal and state consumer protection laws, including FTC standards on merchantability and fitness for purpose and the Florida Deceptive and Unfair Trade Practices Act.

The warranty does not cover damage resulting from overloading, misuse, normal wear and tear, or damage caused by the customer.

8. Cancelled Orders or Out-of-Stock Products

If a product becomes unavailable after your order is confirmed, Vander will notify you by email, cancel the order, and issue a full refund within 14 calendar days via your original payment method.