This Shipping & Returns Policy (“Policy”) governs all shipments of VIGO Industries, LLC (“VIGO,” “we,” or “our”) products sold through vigoindustries.com (direct-to-consumer) and distributed through authorized retail partners, including but not limited to The Home Depot, Lowe’s, Wayfair, and Amazon (“Authorized Retailers”).

By placing an order with VIGO or accepting delivery of VIGO products, the purchaser (“Customer,” “you,” or “your”) agrees to be bound by the terms of this Policy. VIGO reserves the right to amend this Policy at any time. The version in effect at the time of purchase shall govern that transaction.

For products purchased through Authorized Retailers, that retailer’s own return policy governs the return process. VIGO’s Limited Lifetime Warranty applies regardless of the point of purchase.

3.1 Shipping Rates & Coverage

• Free standard shipping on all orders within the continental United States and Canada.
• An Oversized/Fragile Delivery surcharge of $99.00 USD applies to shower doors, enclosures, tub doors, screens, and shower panels due to specialized freight handling and packaging requirements.
• We do not ship to: Hawaii, Alaska, U.S. Territories (Puerto Rico, U.S. Virgin Islands, Guam, Northern Mariana Islands, American Samoa), PO Boxes, or APO/FPO/DPO addresses.

3.2 Order Processing

• Orders are typically processed within one (1) to two (2) Business Days after payment verification.
• Processing and delivery times may be extended during peak periods, federal holidays, promotional events, new product launches, or due to inclement weather or other conditions outside of VIGO’s control. VIGO will make reasonable efforts to notify Customers of material delays.
• VIGO reserves the right to cancel or hold any order suspected of fraud, resale violations, or MAP (Minimum Advertised Price) policy non-compliance.

3.3 Shipping Confirmation & Tracking

• A shipping confirmation email with tracking information will be sent once an order has shipped.
• Customers may also track orders via the Track Your Order page at vigoindustries.com.
• For carrier-specific updates, Customers may register directly with the shipping carrier.

3.4 Delivery Methods

Standard Delivery

• Delivered to the front door or building front desk.
• If no one is present, the carrier may leave the package in a secure, weather-protected location at its discretion.
• VIGO is not liable for theft, weather damage, or loss after a package is confirmed as delivered by the carrier.

Oversized / Fragile Delivery

• Applies to all items requiring freight or specialized handling.
• Carrier delivers to the threshold of the delivery address. Carriers do not carry items inside, unpack, assemble, or install products.
• Customer is solely responsible for moving items indoors, inspecting contents, and disposing of packaging materials.

3.5 Delivery Requirements & Inspection

• Deliveries must be made to an accessible front door or front desk. Restricted-access locations, gated communities without prior carrier authorization, or unattended locations may result in re-delivery fees charged by the carrier and passed through to the Customer.
• Packages held at carrier terminals will be stored free of charge for three (3) calendar days. After this period, additional storage fees may apply and will be the Customer’s responsibility.
• Customers must inspect all packages upon delivery. Any visible damage, shortages, or discrepancies must be reported to orders@vigoindustries.com within forty-eight (48) hours of the Delivery Date. Claims submitted after this period may be denied at VIGO’s sole discretion.
• For Oversized/Fragile items, Customers must note any visible damage on the carrier’s delivery receipt at the time of delivery. Failure to do so may void any subsequent damage claim.
  

• Orders may be canceled prior to shipment by contacting orders@vigoindustries.com.
• Once an order has shipped, it cannot be canceled and must follow the return process in Section 5.
• VIGO reserves the right to cancel any order at its discretion, including but not limited to cases of pricing errors, suspected fraud, inventory unavailability, or violation of VIGO’s MAP policy. In such cases, a full refund will be issued.
  

VIGO stands behind the quality of its products. If a Customer is not fully satisfied, returns may be accepted subject to the conditions below.

5.1 Return Window

Returns of non-defective merchandise must be initiated within fourteen (14) calendar days of the Delivery Date. Requests submitted after this window will be declined.

5.2 Return Eligibility

To be eligible for a return, all of the following conditions must be met:

• Product is unused, uninstalled, and unmodified.
• Product is clean and free of any marks, scratches, or signs of handling beyond initial inspection.
• Product is in its complete original packaging, including all accessories, hardware, documentation, and protective materials.
• Customer provides valid Proof of Purchase.
• Customer has received return approval and instructions from VIGO prior to shipping.

5.3 Return Shipping

• Customer is responsible for all return shipping costs, including insurance.
• Returns must be shipped using a trackable and insured shipping method. VIGO is not responsible for items lost, stolen, or damaged during return transit.
• Original shipping charges, including the Oversized/Fragile Delivery surcharge, are non-refundable.
• For Oversized/Fragile items, the Customer must contact VIGO Customer Service before shipping to coordinate freight return logistics. A return shipping coordination fee will apply in addition to any restocking fee.
• VIGO can create a return shipping label for your order upon request. The cost of the label will be deducted from your total refund amount.

5.4 Restocking Fee

A fifteen percent (15%) restocking fee applies to all non-defective returns, including but not limited to:

• Buyer’s remorse or change of mind
• Incorrect product selection by the Customer
• Style, color, or finish preference changes
• Product ordered in error

The restocking fee will be deducted from the refund amount.

5.5 Non-Returnable Items

The following items are not eligible for return under any circumstances (unless defective and covered under warranty):

• Installed products
• Products without complete original packaging
• Products with customer-caused damage (including improper handling, storage, or shipping damage on return)
• Items returned after the 14-day return window
• Clearance, final sale, or closeout items
• Accessories including but not limited to: deck plates, sink drains, silicone mats, soap dispensers, pop-up drains, and mounting hardware
• Custom or made-to-order items
• Products purchased from Authorized Retailers (must be returned to the retailer directly)

5.6 How to Initiate a Return

1. Contact returns@vigoindustries.com with your order number, item(s) to be returned, and reason for return.
2. VIGO will review the request and, if approved, provide return instructions.
3. Ship the item(s) within ten (10) Business Days of receiving return approval. Returns initiated after this window will not be accepted.
4. Include your order number visibly on the outer packaging. Unauthorized returns (sent without prior approval) will be refused at the warehouse and returned to sender at the Customer’s expense.

5.7 Refund Processing

• Upon receipt, VIGO will inspect the returned item(s) within five (5) Business Days.
• If approved, the refund (minus restocking fee and non-refundable shipping charges) will be issued to the original payment method within ten (10) Business Days of inspection approval.
• If the return is rejected (e.g., item fails inspection), VIGO will notify the Customer and may return the item at the Customer’s expense.
• Please allow additional time for your financial institution to post the credit.

5.8 Exchanges

VIGO does not process direct exchanges. Customers wishing to obtain a different product must initiate a return per this Policy and place a separate new order.

• Damaged, defective, or incorrectly shipped items must be reported to orders@vigoindustries.com within forty-eight (48) hours of the Delivery Date.
• Customer must provide photographic evidence of the damage or defect, along with the order number and description of the issue.
• VIGO will, at its sole discretion, offer a replacement, repair, or refund for confirmed defective or incorrectly shipped items.
• For defective items confirmed by VIGO, return shipping will be arranged and paid for by VIGO.
• Claims submitted after 48 hours will be evaluated on a case-by-case basis but may be denied.

Products purchased from Authorized Retailers (including but not limited to The Home Depot, Lowe’s, Wayfair, Amazon, and Build.com) are subject to the following:

• Returns must be processed directly through the Authorized Retailer in accordance with that retailer’s return policy. VIGO does not accept returns for products not purchased on vigoindustries.com.
• VIGO’s Limited Lifetime Warranty applies to all products regardless of point of purchase, provided the product was purchased from an Authorized Retailer.
• Warranty claims for retailer-purchased products should be directed to orders@vigoindustries.com with proof of purchase from the Authorized Retailer.
• VIGO reserves the right to request verification of authorized purchase and may deny warranty coverage for products purchased through unauthorized channels.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

• VIGO’s total liability for any claim arising from or related to a product shall not exceed the original purchase price of that product.
• VIGO shall not be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to: loss of use, lost profits, cost of installation or removal, property damage, or labor costs.
• VIGO is not responsible for delays, failures, or disruptions in delivery caused by events beyond its reasonable control, including but not limited to: natural disasters, pandemics, labor disputes, carrier delays, government actions, supply chain disruptions, or acts of war or terrorism (Force Majeure).
• All implied warranties, including the implied warranty of merchantability and fitness for a particular purpose, are limited to the duration of VIGO’s express Limited Lifetime Warranty, to the extent permitted by law.

Any dispute, claim, or controversy arising out of or relating to this Policy or the purchase of VIGO products shall be resolved as follows:

1. Informal Resolution: The parties shall first attempt to resolve any dispute informally by contacting VIGO Customer Service at orders@vigoindustries.com. VIGO will respond within five (5) Business Days.
2. Mediation: If informal resolution fails within thirty (30) days, either party may initiate mediation administered by a mutually agreed mediator.
3. Binding Arbitration: If mediation is unsuccessful, disputes shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association, with proceedings conducted in the State of New Jersey.

This Policy shall be governed by and construed in accordance with the laws of the State of New Jersey, without regard to conflict of laws principles.

If any provision of this Policy is held to be invalid, illegal, or unenforceable, the remaining provisions shall remain in full force and effect. This Policy, together with VIGO’s Limited Lifetime Warranty and Terms & Conditions published at vigoindustries.com, constitutes the entire agreement between VIGO and the Customer regarding shipping and returns.