Refund policy
As a customer, your satisfaction is of paramount importance to us. We have a dedicated packing and logistics team that looks after and inspects every product while preparing your order. To maintain quality standards, all items are photographed before leaving our warehouse, so we know the standards it has left us with.
Return period
Our return policy is open for 30 days from the date you receive your order. You are entitled to a full refund in the value of all returned items, excluding the shipping costs, if no more than 30 days have passed since you received your order. The refund will be processed back to the original payment account, and the timing depends on the bank used by the customer. To be eligible for a return, your item must be in the same condition that you received it: unopened or unused, with no dirt or scuffs on the feeders, and kept in its original packaging (including the original box and the logistics box). To start a return, please email us at support@vinguys.com. Items sent back to us without first requesting a return will not be accepted.
How do I start a return & exchange?
Step 1: Contact us via support@vinguys.com and submit your request.
Step 2: We'll reach out to you with a return label after we receive your return request.
Step 3: Place your item(s) into the original packaging.
Step 4: Drop off the package at an eligible drop-off point.
Step 5: After we receive the returned item(s), we will process your refund or exchange.
United States: We offer free returns and one free exchange in the United States. We will send you a prepaid return label once your return request is approved.
*Please note that in some cases, certain remote areas within the country might not be covered due to technical limitations.
If you are in another country, or if you have any questions, please contact us at support@vinguys.com
What do I do in case my product is damaged when it arrives?
If any part of your Vinguys order is damaged upon arrival, we’ll replace it free of charge. You can also cancel your purchase in favor of a refund as part of our 30-day return policy. This refund includes shipping fees.
In either case, you will need to contact us as soon as possible (no later than 30 days after receiving the order) to authorize the process. Please submit a ticket to our support team via support@vinguys.com, with your order number, the list of affected products, and a clear description of the damage (make sure you include proof of the damage in the form of a video or photos).
We will review your complaint and let you know how you can return the product to us for replacement. Make sure to keep the original packaging and all the contents of your order!
Retrospective discounts
Note that discounts and promotions cannot be applied retrospectively. Once an order is placed and the payment is finalized, any subsequent discounts or promotions that become available cannot be applied to previous purchases. This also applies to discounts that are active at the time of purchase.
Order Cancellation
When a new order is placed, it is considered a careful and thoughtful purchase. Most of our orders are processed within 8-12 hours. This means that any cancellation or change requests made after this time frame may not be able to be processed. Please email us at support@vinguys.com immediately if you need to amend or cancel your order. If your order has been successfully cancelled, you will receive a full refund. We cannot cancel orders that have already left our warehouse. You will be able to raise a refund request upon receipt of your order.
Gift cards
Please note that gift cards are non-refundable. This includes physical gift cards as well as electronic gift cards. If you have any issues with your gift card or if it is not functioning properly, please contact our support team for assistance at support@vinguys.com.
Warranty Policy
What kind of warranty does Vinguys offer? Is it free of charge?
Vinguys’ standard warranty period is 24 months from the date of delivery, and it applies to all of our products* completely free of charge.
What is the scope of the standard warranty?
Our service may not include remote areas of the United States or other countries. If you are located in a remote area or another country. Please contact our customer support team at support@vinguys.com
The warranty does not extend to:
Minor variances from nominal features that do not diminish the product’s value or its intended purpose;
Damage caused by chemical or electrochemical effects of water;
Exceptional environmental conditions, inappropriate operating conditions, or if the product has come into contact with unsuitable materials;
Damage caused by any wildlife, including but not limited to squirrels, chipmunks, raccoons, bears, and deer.
Damage intentionally caused by any person.
The warranty does not apply to loss or damage outside of our control, such as:
Transport damage for which we are not responsible;
Damages that may occur due to improper installation and assembly of the product;
Improper use;
Use within a non-domestic environment;
Poor maintenance or failure to observe usage and/or assembly instructions.
We reserve the right to invalidate your standard warranty if repairs or other modifications to our product are performed by unauthorized persons or if our products are fitted with non-original spare parts, extras, or accessories.
Events outside our control
We are not liable or responsible for failing to perform our warranty obligations or for experiencing a delay in performing them when the reason behind this is events outside our reasonable control (i.e. force majeure events). Such events (without limitation) can be the following:
· Strikes, lockouts, or other industrial action;
· Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
· Fires, explosions, storms, floods, earthquakes, subsidences, epidemics, or other natural disasters;
· Impossibility of the use of railways, shipping, aircraft, motor transport, or other means of public or private transportation;
· Impossibility of the use of public or private telecommunication networks, and
· The acts, decrees, legislation, regulations, or restrictions of any government.
In case of force majeure, our warranty obligations are suspended for the period that the force majeure occurs, and we are entitled to an extension for the duration of this period.