Refund policy
60-Day Returns
You can request a return within 60 days of the delivery date.
How to start a return
- Send an email to shopsupport@vigotravelers.com with your order number and the reason for the return.
- Our team will reply with the return instructions and the return address.
- Send the item back. Items sent back without first contacting our team cannot be accepted.
Inspection and refund
Every returned item is inspected when it arrives. Once the inspection confirms that the return meets the conditions below, we issue the refund to your original payment method within 8 to 16 business days and send you a confirmation email. Your bank or card issuer may take a few additional days to show the refund.
Return conditions
- The return is requested within 60 days of delivery.
- The item is returned complete, with all its parts and accessories.
- The item has no damage caused by misuse, accidents or modifications.
- Free gifts included with an order are returned together with the item, or their regular price is deducted from the refund.
- If your order received free shipping because it reached $100 USD, and the items you return bring the amount you keep below $100 USD, the standard shipping charge ($4.99 USD, in the currency you paid) is deducted from your refund. This applies whether the order qualified for free shipping at checkout or after you added items to it.
Return shipping costs are paid by the customer, except when the item arrived damaged, defective or was not the item you ordered.
Exchanges
We do not offer direct exchanges. The fastest way to get a different item is to return the one you have under our 60-Day Returns and place a new order for the item you want. If your item arrived damaged, defective or was not what you ordered, we replace it at no cost (see "Damaged, defective or wrong items").
Paradise Pass (digital product)
The Paradise Pass is a digital product. It is sent by email together with a personal promo code, and it cannot be returned or refunded. To use the code, send it to info@vigotravelers.com to request a quote for your all-inclusive stay in the Mexican Caribbean. If the order that included the Paradise Pass is returned or refunded, the promo code linked to that order is cancelled and can no longer be used.
1-Year Warranty
Our products are covered against manufacturing defects for 1 year from the delivery date. Every CloudSeat order includes the CloudSeat 1-Year Warranty at no extra cost.
- What it covers: defects in materials or workmanship under normal use.
- What it does not cover: normal wear, damage caused by misuse, accidents, punctures or cuts, modifications, or products bought from other sellers.
- How to claim: send an email to shopsupport@vigotravelers.com with your order number, a description of the problem and photos or a short video.
- Once the defect is confirmed, we send a replacement or issue a refund at no extra cost to you.
Damaged, defective or wrong items
If your order arrives damaged or you received the wrong item, send us an email within 3 days of delivery with your order number and photos of the item and the package. We will send a replacement or issue a refund at no extra cost to you.
Lost packages
If your tracking information has not been updated for more than 15 days, send us an email and we will send a replacement or issue a refund.
Packages marked as delivered
If your tracking shows your package as delivered but you cannot find it, please check with your neighbors, your building reception and your local post office, and send us an email within 7 days of the delivery date. We will help you open a claim with the carrier.
Once a carrier confirms a package as delivered to the address given at checkout, the package is the carrier's responsibility. We are not responsible for packages confirmed as delivered, including when the carrier closes the claim without accepting responsibility. Any replacement or refund we may offer in these cases is a one-time courtesy at our sole discretion, and it does not create an obligation for this or future orders.
Order cancellations
You can cancel your order within 1 hour of payment by sending an email to shopsupport@vigotravelers.com with your order number. After that hour your order goes into processing and can no longer be cancelled, but you can still return it under this policy.
Payment disputes and chargebacks
If something is not right with your order, please write to us first at shopsupport@vigotravelers.com. Most issues are solved quickly by email, and our team is always happy to help.
Opening a chargeback or payment dispute with your bank or card issuer starts a formal review of the transaction. Once a chargeback is opened:
- The order is no longer eligible for returns, refunds, replacements or warranty claims under this policy.
- Any return, refund or warranty request linked to that order is put on hold, and the case is resolved through your bank or card issuer.
- We cooperate with the payment provider's review and share the order details, the delivery tracking and our communication with you.
No refunds, replacements or warranty claims are processed for an order while a chargeback is under review or after a final chargeback decision, unless required by law.
International orders
Refunds are issued in the currency you paid. We are not responsible for differences caused by exchange rates or by fees from your bank or card issuer. Duties and taxes are included in the price for orders shipped to the United States, Canada, the United Kingdom, Australia, New Zealand and Mexico.
Your legal rights
This policy does not limit any rights you have under the consumer protection laws of your country. If you live in the United Kingdom or the European Union, you also have the right to cancel your purchase within 14 days of receiving it, without giving a reason; in that case we refund the price of the item and the standard delivery charge within 14 days of receiving the item back. If you live in Mexico, you can revoke your purchase within 5 business days of delivery.
Contact
Please send an email to shopsupport@vigotravelers.com.