Return Policy
Your satisfaction comes first. If your purchase isn’t the right fit, there’s no need to worry — you have a full 30 days to send it back for a refund.
We simply ask that you treat the item as though it’s still ours while you’re deciding. Feel free to try it out and put it through its paces, but to qualify for a full refund it needs to come back in great shape, in its original condition and packaging. If a vacuum is returned used, showing genuine wear and tear, or it turns out it wasn’t the model you needed — we’ve put a great deal of work into our website so you can match the right vacuum to your floors before you buy — we may need to apply a restocking fee (typically in the 15–25% range, depending on its condition) to cover getting it back into shape. We’ll always let you know before anything is deducted. Shipping the item back to us is on you.
Who Covers What
If the error is ours — we shipped the wrong item, or your unit arrived defective — that’s entirely on us. Take a photo of the part or the defect and send it to us within 24 hours of receiving your item. We’ll make it right and cover everything: a full refund, return shipping, all of it. You won’t be out a cent.
When a return isn’t our fault, however, there are a couple of costs we absorb on every order that simply can’t be recovered — the payment processing fee (3%) and the cost of shipping the item out to you in the first place. The moment your order goes out, that money is already spent, so it isn’t refundable, and returning the item is your responsibility. It’s nothing personal — it’s just the part of the deal that’s out of our hands.
A Few Things to Keep in Mind
• Some items are final sale and generally can’t be returned — special-order items we don’t stock, discounted items, bulk purchases (more than 5), air purifiers, dust bags, and parts/accessories. (Parts are a maybe — see below.)
• Please get in touch before you send anything back. And please note that we can’t be responsible for items that are lost or damaged on their way back to us. Free returns apply to unopened items only.
Once your return reaches us, we’ll inspect it and process your refund as long as it’s in original condition.
Ordered the Wrong Part?
To be upfront, parts aren’t something we normally take back. That said, we understand — sometimes you order one and it turns out not to be what you needed. So if it’s unused, still in its original packaging, and not a special-order item, reach out within 30 days and there’s a good chance we can help you out.
Just keep in mind it’s a courtesy rather than a guarantee, and depending on the situation there may be some deductions (the processing fee and shipping costs still apply, as noted above). Returning the part to us is your responsibility. But get in touch and we’ll see what we can do.
Changed Your Mind or Need to Cancel?
Placed an order and realized it wasn’t quite right? It happens to the best of us. Contact us as soon as you can and we’ll do our best to catch it before it ships.
One important note, even on a quick cancellation: the 3% payment processing fee is charged the moment you place your order, and we’re billed for it whether the package ships or not — there’s no way for us to recover it. So even if you cancel minutes later or simply change your mind, that fee isn’t something we’re able to refund. It isn’t us being difficult — the money has already left our hands.
And if your order is already on its way, no problem — but you’ll be responsible for the shipping and handling (including any promotional shipping) plus return shipping to get it back to us.
How to Reach Us
For any returns-related questions, our customer service team is happy to help.
US Vacuums
5769 E Santa Ana Canyon Rd, Anaheim, CA 92807, United States
Toll-Free: +1 (888) 343-2557
Email: contactus@usvacuums.com