Refund policy

1. Company Information

This Refund & Return Policy is issued by:

  • Company Name: VaultSeeds s.r.o.
  • Registered Office: Rybna 716/24, 110 00 Prague 1, Czech Republic
  • Company Registration Number (IČO): 23419610
  • Email: info@vaultseeds.com

2. Nature of Our Products

VaultSeeds s.r.o. sells collectible botanical seeds exclusively as collectibles, souvenirs, and for genetic preservation research purposes. Our products are specialty items with the following characteristics:

  • Seeds are sold as adult collectible items only
  • Products are not intended for cultivation or germination
  • Each seed variety has unique genetic characteristics that cannot be easily replaced
  • Seeds are living biological materials requiring specific storage conditions
  • Products are packaged in sealed, tamper-evident containers for preservation purposes

Due to the specialized nature of these collectibles, standard return policies for consumer goods do not fully apply. Please read this policy carefully before making a purchase.

3. General Return Policy

Due to the nature of collectible botanical seeds as collectible biological materials, we DO NOT accept returns for change of mind, incorrect ordering, or buyer's remorse.

Returns are NOT accepted for the following reasons:

  • Change of mind after purchase
  • Customer ordered wrong variety or package size
  • Customer no longer wants the product
  • Seeds received in proper condition but customer is unsatisfied with appearance
  • Customer's local laws prohibit possession (customer responsibility to verify before ordering)

Important: Once an order is placed and paid, it is considered final. Please ensure you carefully review your order before completing payment.

4. EU Right of Withdrawal (14-Day Cooling-Off Period)

Under EU Consumer Rights Directive 2011/83/EU, consumers have the right to withdraw from distance contracts within 14 days without giving a reason. However, this right does not apply to our products for the following legal reasons:

Article 16(c) of the Consumer Rights Directive states that the right of withdrawal does not apply to:

"The supply of goods which are liable to deteriorate or expire rapidly."

Collectible botanical seeds are biological materials that:

  • Are sensitive to environmental conditions (temperature, humidity, light)
  • Can deteriorate if not stored properly
  • Have a limited viable lifespan
  • Are sealed in special preservation packaging that, once opened, affects product integrity

Additionally, Article 16(e) applies:

"The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery."

Therefore, the 14-day withdrawal right does not apply to collectible seed purchases. All sales are final unless the exceptions in Section 5 apply.

5. Exceptions: When Refunds ARE Accepted

We will accept refund requests and issue refunds in the following specific circumstances:

5.1 Order Never Shipped

If we accept payment but fail to ship your order within 5 business days (excluding weekends and Czech public holidays), you are entitled to a full refund including shipping costs.

5.2 Damaged Products During Shipping

If your seeds arrive damaged due to shipping conditions, you may request a refund or replacement if:

  • You report the damage within 14 days of receiving the package
  • You provide clear photographic evidence showing:
    • The damaged outer packaging
    • The damaged seed container/packaging
    • The damaged seeds themselves
    • The shipping label and tracking number (if visible)
  • The damage is clearly attributable to shipping (crushed packaging, water damage, extreme temperature exposure, etc.)

5.3 Incorrect Items Shipped

If we shipped the wrong product (different strain or package size than ordered), you may request a refund or replacement if:

  • You report the error within 14 days of receiving the package
  • You provide photographic evidence of the product received
  • The packaging/product labels clearly show a discrepancy from your order confirmation
  • The product remains sealed in original packaging

5.4 Lost or Undelivered Packages

If your package is lost in transit or returned as undeliverable due to an error on our part (incorrect address entry, inadequate packaging, etc.), we will:

  • Reship the order at no additional cost if the package is lost or significantly delayed (over 30 days from shipment date for EU destinations)
  • Issue a full refund if reshipping is not possible or if you prefer a refund

Note: If the package is undeliverable due to an incorrect address provided by you, customs seizure, or local delivery issues, no refund will be issued. It is your responsibility to provide accurate shipping information and ensure compliance with local laws.

6. Refund Request Process

To request a refund for any of the qualifying reasons in Section 5, follow these steps:

Step 1: Contact Us Within 14 Days

Send an email to info@vaultseeds.com within 14 days of receiving your order. Include:

  • Your order number (found in your order confirmation email)
  • Your full name and email address used for the order
  • Clear description of the issue (damaged, incorrect item, never received, etc.)
  • Photographic evidence (required for damage or incorrect item claims)
  • Preferred resolution (refund or replacement)

Step 2: We Review Your Request

Our customer service team will review your request within 3 business days and respond via email with:

  • Approval or denial of your refund request (with explanation if denied)
  • Additional information needed (if applicable)
  • Instructions for returning products (if applicable)

Step 3: Return Products (If Required)

If your refund is approved and requires product return:

  • Products must be returned in original, sealed packaging
  • Return to: Rybna 716/24, 110 00 Prague 1, Czech Republic
  • Include your order number and name in the package
  • You are responsible for return shipping costs unless the error was ours
  • We recommend using tracked shipping for returns

Step 4: Refund Issued

Once we receive and verify the returned products (or approve a no-return refund for lost packages):

  • Full refund will be issued within 14 days of approval
  • Refund will be processed to your original payment method
  • If original payment method is unavailable, we will contact you for alternative arrangements
  • You will receive email confirmation when the refund is processed

Note: Depending on your bank or payment provider, it may take an additional 5-10 business days for the refund to appear in your account.

7. Partial Refunds and Replacements

In some cases, we may offer partial refunds or replacements instead of full refunds:

  • Partial Damage: If only some items in a multi-pack are damaged, we may refund or replace only the damaged portion
  • Replacement Preference: For damaged or incorrect items, we generally prefer to send replacements rather than refunds when possible
  • Store Credit: With your agreement, we may offer store credit instead of a refund

8. Non-Refundable Costs

The following costs are non-refundable even if a refund is approved:

  • Original shipping costs (unless error was ours or product was damaged in shipping)
  • Return shipping costs (unless error was ours)
  • Payment processing fees (typically 2-3% of order value)
  • Any customs fees, import duties, or taxes you paid to receive the package

9. Customs Seizures and Legal Issues

No refunds will be issued for packages seized by customs or law enforcement, or if possession is illegal in your jurisdiction.

By placing an order, you confirm that:

  • You have verified that collectible seed possession is legal in your country/region
  • You are responsible for compliance with all local, regional, and national laws
  • You understand that customs may seize packages, and we cannot control customs procedures
  • You accept the risk of customs seizure or legal issues

We ship only to countries where we believe collectible botanical seeds may be legally shipped as collectibles. However, customs regulations change frequently, and we cannot guarantee delivery through customs.

10. Discretionary Refunds

In rare cases, VaultSeeds s.r.o. may, at its sole discretion, offer refunds or replacements for situations not covered by this policy. Such decisions are made on a case-by-case basis and do not establish precedent or future obligations.

11. Prevention Tips - Before You Order

To avoid issues requiring refunds, please:

  • Verify your address: Double-check your shipping address before completing payment
  • Check product details: Review strain names, package sizes, and quantities carefully
  • Read product descriptions: Understand what you're ordering
  • Verify legal status: Confirm collectible botanical seeds are legal in your location
  • Check excluded countries: We do not ship to Hungary, Slovakia, Cyprus, Finland, Portugal, France, or Italy
  • Contact us first: If you have questions before ordering, email info@vaultseeds.com

12. Customer Responsibilities

As a customer, you are responsible for:

  • Verifying that collectible seed possession is legal in your jurisdiction before ordering
  • Providing accurate shipping and contact information
  • Inspecting packages upon delivery and reporting damage within 14 days
  • Storing products properly if you intend to maintain their collectible value
  • Complying with all applicable laws regarding possession and storage
  • Understanding that seeds are sold as collectibles only, not for cultivation

13. Dispute Resolution

If you disagree with our decision on a refund request:

  • Step 1: Reply to our decision email explaining your concerns
  • Step 2: Request escalation to senior management if not satisfied with initial response
  • Step 3: If still unresolved, you may file a complaint with the Czech Trade Inspection Authority (Česká obchodní inspekce)

We are committed to fair treatment of all customers and will work to resolve disputes amicably.

14. Changes to This Policy

We reserve the right to update this Refund & Return Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of our website after changes constitutes acceptance of the revised policy.

For orders placed before policy changes, the policy in effect at the time of purchase applies.

15. Contact Information

For refund requests, questions about this policy, or customer service:

  • Company: VaultSeeds s.r.o.
  • Email: info@vaultseeds.com
  • Address: Rybna 716/24, 110 00 Prague 1, Czech Republic
  • Company Registration Number (IČO): 23419610

We typically respond to emails within 1-2 business days (Monday-Friday, excluding Czech public holidays).