1. Orders Not Yet Shipped (Cancellations)

If your order has not yet been shipped, you are eligible to cancel it at any time for a 100% full refund. Once a shipping label has been generated and the package has entered transit with the carrier, direct cancellation is no longer possible.

2. Orders Already Shipped

Once an order has been shipped, it cannot be cancelled directly. If you no longer wish to keep your items upon arrival, please wait until the package is delivered and initiate a standard return request following our return guidelines below.

3. Change of Mind / Unwanted Items

We want you to be completely satisfied with your purchase. If you change your mind or are not fully happy with your product, you may return it within 14 days of delivery, subject to the following conditions:

• The item must be in brand new, unused condition with all original packaging, tags, and accessories intact.
• The customer is responsible for covering the return shipping postage.
• Original shipping fees paid at checkout are non-refundable.

4. Defective, Damaged in Transit, or Incorrect Items

If your order arrives defective, damaged during transit, or you received the incorrect product:

• Vantra will cover all associated return shipping costs.
• You may choose between a free replacement / exchange or a full refund (including any initial shipping fees paid).
• Please contact us within 7 days of delivery with photos of the issue so our team can expedite your claim.

5. Lost in Transit or Undeliverable Packages

If a package is lost in transit or marked as undeliverable by the carrier:

• Our team will work directly with the shipping carrier (USPS/UPS) to investigate and resolve the issue.
• Once confirmed lost or returned to sender, you will have the choice of a free replacement shipment or a 100% full refund.

6. Custom & Personalized Keepsakes

Due to the unique, handcrafted nature of custom and personalized items, they are not eligible for return or refund. The only exception is if the item arrives damaged, defective, or there was an error made on our part during production.

7. Refund Processing & Payment Method

All refunds are processed securely through Square and will be credited back directly to the customer's original payment method (credit/debit card, Apple Pay, Google Pay, or Cash App Pay). Please allow 3–7 business days for the funds to appear on your billing statement after the refund is initiated.

8. No Restocking or Administrative Fees

We believe in transparent and straightforward service. Vantra does not charge any restocking fees, return processing fees, or cancellation fees.

Need Assistance?

If you have any questions or need to initiate a return, please visit our Track Your Order page or reach out to our customer support team. We are always here to help!