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.
- Open Google Wallet: Open the Google Wallet app on your Android device.
- 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.
- View Details: Tap the card to view its details.
- 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.
- 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.
- View Details: Tap the card to view its details.
- 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
- Open the Wallet app and tap on the card you used.
- On the top right corner you will see 3 dots.
- Tap on these dots to open the card info page.
- Next to Card Number, you can see your virtual card number.
- 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.
WARNING
Every claim is taken seriously. We are committed to providing a fair and transparent refund process. We use detailed machine logs, transaction data and video footage to ensure accuracy of claims. This data is delivered to us remotely. False claims are reported to the local authorities in your area without notice.
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.
Submit your claim
Once you have clicked/tapped Send Message the form will reset. The confirmation will appear below this message. Please be as descriptive of the issue as possible.
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.