Returns & Refund Policy

At Vibely Store (vibely.zedxdigital.com), customer satisfaction is our top priority. We stand behind the quality of our instant tankless water heaters, portable immersion rods, shower heaters, and home accessories. If you are not completely satisfied with your purchase, our comprehensive Return & Refund Policy provides a clear, transparent, and hassle-free process.

1. Return Eligibility & Return Window

We offer a 30-Day Return Window from the date your package is delivered according to the courier tracking system.

To be eligible for a full return, your item must meet the following criteria:

  • Timeframe: Return requests must be initiated within 30 calendar days of delivery.
  • Item Condition: The product must be unused, in the same working condition in which you received it, and free from any physical damage or unauthorized modifications.
  • Packaging: The item must be returned in its original packaging, including all accessories, power adapters, instruction manuals, and protective padding.
  • Proof of Purchase: A valid order number, receipt, or proof of purchase is required to process any return or exchange.

Note: Products returned showing signs of deliberate misuse, physical damage caused by improper installation, or electrical damage from incorrect voltage connections will not be eligible for a refund.

2. Non-Returnable Items

For safety, hygiene, and operational reasons, the following items are non-returnable:

  • Products purchased during final clearance, warehouse flash sales, or marked as non-returnable.
  • Gift cards or promotional voucher codes.
  • Products damaged due to improper installation, misuse, or electrical surges.

3. How to Initiate a Return Process

Initiating a return at Vibely Store is quick and straightforward:

  1. Step 1: Email our support team at support@vibely.zedxdigital.com or visit our Contact Page within 30 days of receiving your order.
  2. Step 2: Include your Order ID, full name, email address used for purchase, and a brief description of why you wish to return the product.
  3. Step 3: Attach clear photos or a short video clip showing the item, original box, and the issue (especially if the item arrived defective or damaged).
  4. Step 4: Once our support team reviews and approves your request, we will issue a Return Merchandise Authorization (RMA) along with the correct return shipping address.

Important: Please do not send your package back to the manufacturer or sender address without receiving an official RMA approval from our support team. Unauthorized returns will not be processed.

4. Damaged, Defective, or Incorrect Items

We inspect every order to ensure quality standards before dispatch. However, if your order arrives damaged during transit or is defective upon unboxing:

  • Report Window: Please inspect your shipment immediately upon arrival and notify us within 48 hours of delivery.
  • Verification: Send clear images/videos showing the damaged or defective part along with the outer packaging box.
  • Resolution: Once verified, Vibely Store will provide a free replacement unit or issue a full refund, including original shipping fees. You will not incur any cost for returning verified defective or shipping-damaged goods.

5. Return Shipping Costs & Responsibilities

  • Customer Responsibility: For general returns (e.g., changed mind, wrong product ordered, or no longer needed), the customer is responsible for paying all return shipping fees.
  • Vibely Store Responsibility: If the return is due to our error (e.g., incorrect product shipped, factory defect, or item damaged in transit), Vibely Store will provide a pre-paid return shipping label or fully reimburse return freight costs.
  • Recommended Shipping Method: When shipping items back to us, we strongly recommend using a trackable courier service or purchasing shipping insurance. We cannot guarantee receipt or issue refunds for returned parcels lost in transit without tracking proof.

6. Refund Processing & Timeline

Once your returned package is received at our inspection facility:

  • Inspection Timeframe: Our quality assurance team will inspect the product within 2 to 4 business days.
  • Approval Notification: We will send you an email confirmation indicating whether your refund has been approved or rejected based on the item condition.
  • Refund Disbursement: If approved, your refund will be processed immediately. The payment will automatically be credited back to your original payment method (Visa, MasterCard, PayPal, or Payoneer).
  • Financial Processing Time: Please note that depending on your bank, credit card company, or payment provider, it typically takes 5 to 10 business days for the refunded amount to reflect in your account statement.

7. Late or Missing Refunds

If you have received a refund approval notification but have not yet seen the credit on your bank account:

  1. Check your bank account or credit card account balance again.
  2. Contact your credit card provider or bank. It often takes some processing time before a refund is officially posted to your account.
  3. If you have completed these steps and still have not received your refund, please contact us immediately at support@vibely.zedxdigital.com.

8. Order Exchanges

We replace items if they are defective, broken, or damaged during transport. If you need to exchange an item for the exact same model (e.g., exchanging a 3000W Tankless Faucet Heater for the same model due to an initial defect), contact our support team at support@vibely.zedxdigital.com.

9. Contact Us for Return & Refund Assistance

If you have any questions regarding our Return and Refund Policy, or need help tracking a return request, please contact us through our official support channels: