Refund policy

Thank you for choosing Vancillary for your camper van needs! Your satisfaction is important to us. Please review our policy for returns and refunds.

Cancellation Window

You may cancel your order without incurring any charges within 24 hours of purchase. To cancel, please contact our customer support team immediately.

Return Eligibility and Process

• Initiation: To initiate a return, you must contact us at support@vancillary.com within 30 days of receiving your order.

• Approval: All returns require prior authorization. Please contact us to get authorization prior to returning any products.

• Condition of Items: Returned items must be unused, in their original packaging, and in the same condition as received, including all accessories, manuals, and documentation.

• Return Shipping:

• We will generate a return label for you. Customers are responsible for arranging and paying return shipping fees unless the return is due to a defect in the product or our error. This fee will be deducted from your refund. Returns are typically set up to go via USPS in aflat-rate return package. 

• Customers are required to package goods in their original packaging. We are not responsible for items lost or damaged during return shipment. 

Inspection and Refund

• Inspection Upon Receipt: Once your return is received, our team will thoroughly inspect the item(s) to verify their condition. This inspection is crucial to determine the final refund amount.

• Restocking Fee: A 25% restocking fee will be applied to all eligible returns. This fee helps cover the costs associated with processing returns, inspection, and administrative expenses.

• Product Condition and Refund Adjustment:

  • If the item is returned in its original, unused condition, the refund will be issued less the 25% restocking fee and the return shipping fee.

  • If the item is returned damaged, used, or not in its original condition (beyond normal wear and tear from unboxing), we reserve the right to:

  • Charge an additional fee to cover the diminished value of the product, which will be deducted from your refund.

Deny the refund entirely if the product is deemed unsellable due to significant damage or use. In such cases, we will contact you to discuss options, which may include returning the item to you at your expense.

• Refund Processing: If approved, your refund will be processed and a credit will be automatically applied to your original method of payment within 5-10 business days after the inspection is complete. Please note that it may take additional time for your bank or credit card company to post the refund to your account.

Non-Returnable Items

• Sale items, clearance items, or items marked as "final sale" are not eligible for returns or refunds.

• Custom-made or personalized items are not eligible for returns unless defective or an error on our part.

Sales Tax

For customers in Utah, all applicable sales tax will be collected at the time of purchase. Depending on state requirements, if products are shipped from other states, applicable sales tax will be collected at the time of purchase. Refunds will include the refunded product amount and any associated sales tax collected.

Case-by-Case Enforcement

We strive to be fair and accommodating. While we adhere to this policy, we understand that extenuating circumstances may arise. If you have an issue with your purchase, please contact our customer service team, and we will assess your situation on a case-by-case basis to find a fair resolution.

Contact Us

For any questions, to initiate a return, or for customer service, please contact us at:

• Email: support@vancillary.com

• Phone: 207-451-5592