Card Vault Refunds

We are sorry you had a problem with your purchase. We know how frustrating it can be for your excitement to be crushed by a problem with delivery. As soon as we have validated your claim, we will process the refund and return the funds to your account. Refunds are returned to the same account as what you used to make the transaction.

We pride ourselves in you having a good experience and always try our best to process claims as quickly as possible.

How did you pay?

Please ensure that you provide us with the correct details. The card numbers for digital payments via a device like a phone or watch is diffirent to the physical card number linked to the device. We need the correct number to process the return.

  1. Open Google Wallet: Open the Google Wallet app on your Android device.
  2. Select the Card: At the top, tap the payment card you used for the purchase. You might need to swipe left or right to find it.
  3. View Details: Tap the card to view its details.
  4. Find Virtual Account Number: At the bottom, tap "Details Virtual account number" to see your virtual card number.Open Google Wallet: Open the Google Wallet app on your Android device.
  5. Select the Card: At the top, tap the payment card you used for the purchase. You might need to swipe left or right to find it.
  6. View Details: Tap the card to view its details.
  7. Find Virtual Account Number: At the bottom, tap "Details Virtual account number" to see your virtual card number.

Please Note: If you paid with your phone or watch, you cannot send us your physical card number. We are not able to identify the transaction this way. We cannot issue a refund to a card we cannot find.


Apple Device

  1. Open the Wallet app and tap on the card you used.
  2. On the top right corner you will see 3 dots.
  3. Tap on these dots to open the card info page.
  4. Next to Card Number, you can see your virtual card number.
  5. Send us the last 4 digits of the card number.

Please Note: If you paid with your phone or watch, you cannot send us your physical card number. We are not able to identify the transaction this way. We cannot issue a refund to a card we cannot find.


How do we validate claims?

Payment Terminal

With data from our payment terminal, we are able to see if you were charged or not charged. Each transaction has a unique transaction number attached to the last four digits of your card. From here, we remotely reverse the transaction to return the funds to your account.

Elevator Sensors

Our elevator has sensors that can detect that the product did, or did not land on the elevator. This data is traced back to your unique transaction number.

Delivery Hatch Sensors

Our delivery hatch door has sensors that can indicate if it was opened or closed. Even how long the door remained open.

Camera Footage

As a last line of verification we also check our CCTV footage to 100% confirm that we got it right. We usually only do this in a case were we are going to decline your refund based on the above data.

Security Notice

Every claim is reviewed carefully. We’re committed to a fair and transparent refund process. To ensure accuracy, we verify claims using machine logs, transaction data, and video footage, all securely accessed remotely.

Please note that submitting false claims may result in the matter being referred to local authorities. False Claims are Fraud and can be considered theft.

Submit your claim

Once you click or tap Send Message, the form will reset and a confirmation message will appear just below.

Paid with bank card

To process your refund, we only need the last four digits of your card number. Please do not send your full physical card number or screenshots from your bank statement.

Paid with a smart device

For your security, card numbers are encrypted on phones and smart devices. If you paid using a digital wallet, please use the encrypted card number shown in your digital wallet — this will be different from the number on your physical card. We cannot use the physical card number to reverse a purchase made with a device.

FAQS

We try our best to process each case as quickly as possible. In most cases the data clearly indicates that the product was not delivered and we would have already received an error report by the time you have contacted us. In these cases the refund is processed immediately on the same day. In more complicated cases, we review all the information and security footage attached to the transaction. Validation in these cases can take up to 3 days in these cases.

Once we have verified the data on our end, and the claim is approved, the funds are usually returned on the same day. In peak times, or in complicated cases it can take up to 4 days. This delay is on the payment terminal providers side but we will push to resolve as quickly as possible.

Unfortunately we cannot do bank transfers. We can only process returns back to your card. This is because we both need refunds. You need your purchase refunded, and we need the surcharge from the payment provider. This also protects us from scammers.

A false claim is considered as an attempt of theft. We have enough information to prove with 100% certainty that a pack of cards was delivered successfully. All the information is packaged with each transaction number. False claims are reported as attempted thefts.