Returns policy
1. Right of return
You can return your order within 14 calendar days from the date of receipt, with no need to give a reason. The product must be returned in good condition, with no signs of use beyond the normal checking of the item.
Return shipping costs are paid by the buyer. We recommend using a service with a tracking number.
This right is exercised under Article 102 of the Spanish TRLGDCU. Variants with made-to-measure inserts (hardware wallet or watch) are personalised products; for these, returns are accepted only for defects.
2. Time limit to request a return
The request must be made within a maximum of 14 calendar days from receipt. After that period, only claims for defects will be handled.
3. Return process
To start a return, follow these steps:
- Send an email to veksu.store@gmail.com with the subject "Return — [order number]".
- Include clear photographs of the defect, together with the order number and a short description of the problem.
- Our team will assess the request and reply within 2 business days.
- If the return is accepted, you will receive instructions for sending the product back. It must be returned in its original packaging, or in equivalent packaging that keeps it intact.
4. Return shipping costs
Shipping costs for returning the product are paid by the buyer. VEKSU is not liable for damage or loss the product may suffer during the return transport. We recommend using a service with a tracking number.
5. Refund
Once the product has been received and the defect verified, the refund will be processed within 14 calendar days.
The refund will be issued through the same payment method used for the original purchase. Original shipping costs are not refundable.
If the product received does not show the described defect, or shows signs of use or damage after delivery, the return request will be refused and the product returned to the buyer at their expense.
6. Contact
For any question about your order or the return process, write to us at veksu.store@gmail.com.