Refund policy
Returns and Refunds
Last updated: 14/9/26
The short version
You've got 30 days from delivery. If it's faulty, we'll sort it out and you won't need to ship it back. If you've changed your mind, send it back unused and we'll refund you.
Email support@veyluxe.co and we'll take it from there.
Changed your mind
Within 30 days of delivery, you can return the machine for a refund provided it's:
- Unused, or only tested briefly
- In its original packaging with all accessories — external display, power cable, fuse, cleaning brush and manual
- Undamaged
Return shipping is at your cost for change-of-mind returns. We'll send you the return address once you get in touch.
Once it arrives and we've checked it, we'll refund the full purchase price. We don't charge a restocking fee.
It arrived faulty
If the machine doesn't work as described — it won't power on, miscounts persistently, the detection doesn't trigger, the display is dead — tell us within 30 days and we'll replace it or refund you, your choice.
You won't need to ship it back. It's a heavy machine and return freight would cost more than sorting you out directly. We may ask for a short video of the fault so we can pass it to the manufacturer.
It arrived damaged
Photograph the outer box and the machine before unpacking any further, and email us the photos within 7 days of delivery. We'll replace it. Keep the packaging until we've confirmed — carriers sometimes want to inspect.
We sent the wrong thing
Our mistake, our cost. Tell us and we'll ship the right one and cover return shipping on the wrong one.
It won't work where you are
The machine runs on 110V/60Hz with a US plug and counts USD and euros only. We state this on the product page, in the FAQ and in our terms, because we'd rather you didn't buy the wrong thing.
If you've ordered it anyway and it isn't compatible with your power supply or currency, it's treated as a change-of-mind return: send it back unused within 30 days and we'll refund the purchase price, with return shipping at your cost.
How to start a return
- Email support@veyluxe.co with your order number and what's wrong.
- We'll reply within one business day with next steps and, where a return is needed, the address.
- Send it back with tracking. Untracked parcels that don't arrive can't be refunded.
Please don't send anything back before contacting us — returns that arrive without a reference can take a long time to match to an order.
Refunds
Once approved, refunds go back to your original payment method within 5–10 business days, depending on your bank.
Original shipping was free, so there's nothing to refund there.
What isn't covered
- Damage from misuse, dropping, or liquid
- Damage from connecting to an incompatible power supply
- Unauthorised repair or modification
- Normal wear, and miscounts caused by a feed path that hasn't been cleaned as described in the manual
- Returns requested more than 30 days after delivery
Your legal rights
This policy sits alongside your rights under consumer law, not instead of them. Nothing here limits any right that can't lawfully be excluded.
Contact
Veyluxe Official
support@veyluxe.co