What is V1CE's return policy?
V1CE cards are custom-printed to your approved design, so the standard policy is that custom-printed V1CE cards are non-returnable for a change of mind. If your V1CE card arrives defective, damaged, or printed differently from the mockup you approved, V1CE replaces or refunds it. For unprinted accessories (lanyards, card holders, QR keyrings without custom branding), V1CE accepts returns within the standard distance-selling window. Contact V1CE support to start any return.
Custom-printed V1CE cards are not returnable for a change of mind
V1CE cards are custom-printed to the design you approved on your mockup. Because they are personalised to you, they cannot be resold, so a "change of mind" return is not possible on a custom-printed V1CE card. This is consistent with UK and EU consumer law on bespoke and personalised goods.
If you are not sure about your design before approving the mockup, request changes on the mockup instead of approving and then asking for a return. V1CE allows as many design revision rounds as you need before approval. See How do I upload my design or find my mockups?
Defective, damaged, or misprinted cards: V1CE replaces or refunds
If your V1CE card arrives with a defect (the NFC chip does not work, the print is smudged or off-register, the engraving is wrong, the card is cracked or bent), or the printed design does not match the mockup you approved, V1CE replaces the card or refunds you. There is no fee on V1CE's side for this.
To report a defective or misprinted V1CE card:
Contact V1CE support through live chat or email.
Quote your order number.
Send photos showing the defect or the difference between the printed card and the approved mockup.
V1CE replies with a reprint, replacement, or refund within one business day.
In most defect cases V1CE does not require you to send the original card back, you keep it.
Returning accessories (lanyards, card holders, QR keyrings)
For unprinted V1CE accessories (lanyards, card holders, QR keyrings without custom branding), V1CE accepts returns within 14 days of delivery in line with UK and EU distance-selling rules, provided the items are unused and in original packaging. To start an accessory return, contact V1CE support with your order number.
Return shipping for change-of-mind accessory returns is the customer's responsibility unless the items arrived defective or incorrect.
How long do refunds take?
Once V1CE confirms a refund, the refund is issued to your original payment method through Stripe. Refunds typically take 5 to 10 working days to appear on your statement, depending on your bank's processing speed.
Subscription refunds (V1CE ClientCapture OS)
For V1CE ClientCapture OS subscription refunds (as opposed to physical card refunds), see I was charged but didn't expect it for the unexpected-charge process, and How to cancel a V1CE subscription for cancellation steps.
Don't open a chargeback before contacting V1CE
If you have an issue with a V1CE order, contact V1CE support first. Most issues are resolved within one business day. Opening a chargeback with your bank before contacting V1CE makes the process slower for everyone, because V1CE then needs to respond through the chargeback channel rather than fixing it directly with you. V1CE would rather refund or replace you directly than fight a chargeback.
Still need help? Start a chat with our team and we'll sort it out.