Refund policy
Refund Policy
Last updated: October 29, 2026
We want you to feel good about everything you order from Vibemora. If a purchase doesn't work out, this page explains how cancellations, returns, refunds and exchanges work.
1. Cancelling an Order
You can cancel your order for a full refund at any time before it has been dispatched (usually within 1–2 business days of ordering). Email support@vibemora.com with your order number as soon as possible. Once an order has been dispatched it can no longer be cancelled; please wait for it to arrive and follow the return steps below.
2. Return Window and Conditions
You have 30 days from the date your order is delivered to request a return. Items must be unused, undamaged and in their original packaging, with your order number or receipt. There is no restocking fee. Personalised or made-to-order items, and opened hygiene-related items, cannot be returned for change of mind (this does not affect your rights if the item is faulty).
3. How to Return an Item (Step by Step)
- Email support@vibemora.com within 30 days of delivery with your order number, the item(s) you want to return and the reason. For faulty, damaged or incorrect items, please attach photos.
- We reply within 1 business day with your Return Authorisation and the return address. Please do not send items to our business address unless we ask you to, as returns usually go to a dedicated returns facility.
- Pack the item securely in its original packaging and include your order number inside the parcel.
- Send the parcel within 7 days of receiving approval, using a tracked postal service, and email us the tracking number.
- When the return arrives, we inspect it and email you the outcome within 2 business days.
4. Damaged, Defective or Wrong Items
If your item arrives faulty, damaged or is not what you ordered, please contact us within 7 days of delivery with your order number and photos. We will send a free replacement or give you a full refund (including any shipping paid). You will not pay anything to return the item: we provide a prepaid return label, or for low-value items we may ask you to keep or dispose of the item.
5. Return Shipping Costs
Faulty, damaged or incorrect items: return shipping is free (we pay). Change of mind or wrong item ordered: the customer pays the return postage, which depends on your location and chosen carrier. Return postage is not refundable, and no other amount is deducted from your refund.
6. Refund Method and Timing
Approved refunds are issued to the original payment method used at checkout (card, PayPal, Apple Pay, Google Pay or Shop Pay) within 7 business days of inspection. Depending on your bank or card provider, it may take a further 5–10 business days for the funds to appear in your account.
7. Exchanges
To exchange an item, follow the return steps above. Once your return is approved, place a new order for the item you would like. Exchanges follow the same conditions as returns.
8. Your Consumer Rights
This policy does not reduce any rights you have under applicable consumer protection law, including any implied warranties that cannot be excluded under the law of your state. If an item is faulty, you are entitled to a repair, replacement or refund as described above.
9. Contact Us
Store Name: Vibemora
Legal entity: LAMSON DBF LLC
Address: 1726 Rangeview Dr, Fort Collins, CO 80524, United States
Phone: +1 (970) 505-1500
Email: support@vibemora.com
Customer Service Hours: Monday–Friday 9:00 AM–5:00 PM / Saturday–Sunday 10:00 AM–2:00 PM (Mountain Time, MT)
We reply to every message within one business day.