Refund policy

This policy explains when you can cancel an order, how to return an item, and how refunds are handled. It applies to purchases made through acheronvault.com. Nothing here limits the rights you have under EU consumer law.

1. Your right to cancel

If you are a consumer in the European Union, you may cancel your order within 14 days without giving any reason. The 14 days begin on the day you, or someone you nominate, receives the goods. If your order is delivered in several shipments, the period begins when the last item arrives.

To meet the deadline it is enough to send us your decision to cancel before the 14 days expire. You do not need to wait until the goods are back with us.

2. How to cancel

Tell us clearly that you are cancelling, through the contact form at acheronvault.com/pages/contact. Include your order number and the items you are returning. You may use the model withdrawal form at the end of this policy, but you are not required to.

Returning a parcel without telling us first is not a cancellation. We may not be able to identify it, and unidentified parcels delay or prevent your refund.

3. Sending the goods back

Send the goods back to us within 14 days of telling us you are cancelling. We will give you the return address once you contact us.

You pay the cost of returning the goods. We recommend a tracked service: until the parcel reaches us it is your responsibility, and we cannot refund a return we never receive.

4. Condition of the goods

You may handle and inspect the goods as you would in a shop. You are responsible for any loss in value caused by handling that goes beyond that, and we may deduct that loss from your refund.

In practice this means we can reduce your refund where an item comes back used, damaged, missing parts, without its original packaging, or with a manufacturer's seal broken. Sleeves, boxes and accessories that have been opened and used are worth less than new stock, and the deduction reflects that.

5. Your refund

Once we have received the goods back, or you have supplied proof that you sent them, whichever is earlier, we will refund you within 14 days.

We refund to the same payment method you used, unless we agree otherwise with you. Refunds cost you nothing.

We refund the price of the goods and the standard delivery cost we charged you. If you chose a faster or more expensive delivery option, we refund the standard cost only, not the difference.

We may withhold the refund until we have the goods back or proof that you sent them.

6. When the right to cancel does not apply

The 14-day cancellation right does not apply to our card restoration and evaluation service once the work has been completed, where you asked us to begin before the cancellation period ended and acknowledged that you would lose the right once the work was done. Until we begin the work you can cancel normally.

7. Faulty, damaged or incorrect items

The cancellation right above is separate from your rights when something is wrong with an order.

Goods we sell come with a legal guarantee of conformity of two years from delivery. If an item arrives faulty, damaged or is not what you ordered, contact us through the contact form with your order number and photographs. Do not send it back before we reply.

Where a fault is confirmed, we cover the cost of returning the item and you may choose repair or replacement, or a price reduction or refund where repair or replacement is not possible or is disproportionate. Nothing in this policy affects that.

Please check your order on arrival and tell us about visible transit damage promptly, so we can raise it with the carrier while a claim is still possible.

8. Model withdrawal form

You may copy the text below into the contact form. Using it is optional.

To Acheron Vault:

I hereby give notice that I withdraw from my contract of sale of the following goods:

Ordered on / received on:
Order number:
Name:
Address:
Date: