Vaygo Cancellation, Return and Refund Policy
At VAYGO, we create modular products designed to adapt to your style. Because the GO TOTE is customisable and component-based, our cancellation, return, and exchange policies are structured carefully to balance customer experience with product integrity. Please read this policy before placing an order.
1. Order Cancellation
Before Dispatch
- Orders may be cancelled before dispatch by contacting customer support.
- A full refund will be issued if cancellation is successfully processed.
After Dispatch
- Orders cannot be cancelled once dispatched.
2. Defect-Based Replacement (Manufacturing or Transit Damage)
If you receive a product with a manufacturing defect or transit damage:
Eligibility
- The issue must be reported within 48 hours of delivery
- Clear images or videos of the product must be shared
- Transit damage claims must include images of the outer packaging as received
Replacement Scope
Only the affected item will be replaced:
- Core
- Pair of Wings
- Full GO TOTE (only if both Core and Wings are independently verified as defective)
Resolution
- Replacement is the first resolution
- Refunds are issued only if replacement is unavailable
- All approved defect-based replacements are shipped at VAYGO’s cost
Damage caused by forced attachment, misalignment, excessive wear of older components, debris in zippers, or improper handling is not considered a manufacturing defect.
3. Non-Defect Exchange (Colour or Material Preference)
If you wish to exchange your purchase due to colour or material preference (without any defect):
Conditions
Only the affected item will be replaced:
- Exchange is allowed once per order only
- Exchange request must be raised within 24 hours of delivery
- Exchange must be requested before first functional use
- Assembly of panels for fit and colour assessment is permitted
What Counts as Functional Use
- Carrying items inside the bag
- Outdoor usage
- Extended handling beyond initial inspection
- Any visible signs of wear, creasing, scratches, dirt, or odour
Products showing the above signs are not eligible for exchange.
Shipping
Customers must bear:
- Reverse shipping charges
- Forward shipping charges
Exchange processing will begin only after applicable shipping charges are paid
Additional Notes
- No refunds are issued for preference-based exchanges
- Exchanges are subject to product availability
- Products purchased during sales or promotions are not eligible for exchange
- Colour variations due to lighting, photography, or screen calibration are not considered defects
4. Component-Level Policy (Core & Wings)
- Replacement or exchange applies only to the item purchased in the concerned order
- Items purchased in previous or separate orders are not eligible under a new claim
- Wings are always treated as a pair for exchange or replacement
- The GO TOTE is designed for interchangeable use across purchases; however, damage arising from incompatibility, excessive wear of older components, or forced attachment is not covered
5. Quality Check & Final Decision
- All replacement and exchange requests are subject to inspection
- Final approval of all requests rests solely with VAYGO
- Items failing quality inspection will be returned to the customer
- Additional shipping charges may apply in such cases
6. Abuse of Policy
VAYGO reserves the right to:
- Decline exchange or replacement requests
- Restrict future orders
- Refuse service
for accounts showing repeated, unusual, or abusive request patterns.
7. Non-Returnable Scenarios
The following are not eligible for return, exchange, or refund:
- Requests raised beyond the specified time windows
- Products showing functional use or wear
- Damage caused by improper attachment or misuse
- Normal characteristics of PU and PVC-based vegan leather
- Colour perception differences due to screens or lighting