Frequently Asked Questions (FAQs) - Vaygo

PRODUCT & MATERIAL

1. What material is the GO TOTE made of?

The GO TOTE is made using  PU & PVC–based vegan leather, an animal-free material selected for structure, durability, and modular functionality. Minor variations in texture, softness, or finish are natural characteristics of synthetic materials and are not considered defects.

2. Are Wings sold individually or as a pair?

Wings are always sold and replaced as a pair to ensure balance, fit, and durability.

3. Can I mix old Wings with a new Core or vice versa?

Yes. The GO TOTE is designed to allow mixing and matching of panels purchased at different times.

ORDERS & SHIPPING

4. How long does delivery take?

  • Metro cities: 3–5 business days
  • Tier 2 & 3 cities: 5–7 business days
  • Remote locations: Up to 10 business days

Delivery timelines may vary due to courier or location constraints.

5. Can I cancel my order after placing it?

Orders can be cancelled before dispatch. Once dispatched, cancellation is not possible.

RETURNS, EXCHANGES & REFUNDS

6. Do you offer refunds?

Refunds are provided only if a replacement is unavailable for an approved defect. We do not offer refunds for change-of-mind purchases.

7. What if my product arrives damaged or defective?

Please report defects or transit damage within 48 hours of delivery with clear images or videos. Only the affected component (Core or Wings) will be replaced.

8. Can I exchange my GO TOTE if I don’t like the colour or material?

Yes. A one-time exchange per order  is allowed for colour or material preference, provided:

  • The request is raised within 24 hours of delivery
  • The product has not been functionally used
  • Reverse and forward shipping costs are paid by the customer

Refunds are not provided for preference-based exchanges.

9. What counts as “functional use”?

Functional use includes:

  • Carrying items in the bag
  • Outdoor usage
  • Visible signs of wear, dirt, scratches, or odour

Attaching panels to check colour or fit is allowed.

10. Can I exchange only Wings or only the Core?

Yes, but only for the item purchased in that order. Items bought in previous orders cannot be included in a new exchange or replacement request.

WARRANTY & PRODUCT CARE

11. Is there a warranty on the GO TOTE?

Yes. The GO TOTE comes with a 1-year limited warranty covering manufacturing defects in:

  • Zippers
  • Material
  • Stitching
  • Modular attachment system

12. What is not covered under warranty?

Warranty does not cover:

  • Normal wear and tear
  • Creasing or surface marks from use
  • Damage from forced zipping or misalignment
  • Water, heat, or chemical damage
  • Accidental damage or misuse

13. How should I care for my GO TOTE?

  • Wipe gently with a soft, dry or slightly damp cloth
  • Avoid alcohol or harsh cleaners
  • Do not overload the bag
  • Store away from direct sunlight

PAYMENTS & SECURITY

14. What payment methods do you accept?

We accept:

  • Credit & Debit Cards
  • UPI
  • Net Banking
  • Wallets
  • EMI / BNPL options (where available)

15. Is my payment information secure?

Yes. All payments are processed through secure, encrypted payment gateways. VAYGO does not store card or banking details.

GENERAL

16. Will the product look exactly like the photos?

Minor colour differences may occur due to lighting or screen settings. These variations are normal and not considered defects.

17. Can VAYGO use my photos or reviews?

If you tag VAYGO or share content with us, we may repost or feature it across our platforms as part of our community showcase.

18. How can I contact customer support?