Refund policy
Last updated: 22 July 2026
This Returns and Refunds Policy applies to purchases made through datumcard.es by consumers resident in the European Union, without prejudice to the non-waivable rights granted by European Union law and the mandatory law of the consumer's country of residence.
The store is operated by DSJ CONNECT LLC, which trades under the brand Datum.
Datum trial guarantee: 100 days
In addition to the statutory 14-calendar-day right of withdrawal, Datum voluntarily offers a 100-day commercial trial guarantee from receipt of the order. If you are not convinced by the product during that period, you can return it and receive a full refund of the amount paid, following the same return procedure described in this policy. This guarantee does not limit or replace the rights granted to consumers by law.
1. Right of withdrawal
If you are not satisfied with your purchase, you have the right to withdraw from the contract, without giving any reason, within 14 calendar days of the day on which you, or a third party indicated by you other than the carrier, take physical possession of the product.
Where a single order includes several products delivered separately, the period will begin from receipt of the last product.
To exercise the right of withdrawal, you must inform us of your decision before the period expires by means of an unequivocal statement sent to:
Email: contact@datumcard.com
You may also use the model withdrawal form included at the end of this policy, although its use is not mandatory.
The exercise of the right of withdrawal is not subject to DatumCard's discretionary approval. However, we recommend contacting our team before sending the product in order to register the request and receive the corresponding instructions.
2. Deadline for sending the return
After notifying us of your withdrawal, you must return the product without undue delay and, in any event, within 14 calendar days of the date on which you informed us of your decision.
The deadline will be met if the product is handed over to the carrier before those 14 calendar days have expired.
The customer must keep the proof of shipment and, where available, the tracking number until the return has been received and processed.
3. Return address
Returns must first be notified to contact@datumcard.com. The customer will then receive the return address and the corresponding instructions by email.
This notification is intended to register and correctly manage the return and does not constitute a discretionary authorisation of the right of withdrawal.
Cash-on-delivery or carriage-forward shipments will not be accepted without prior agreement.
4. Condition of the product and reasonable handling
The customer may examine and handle the product only to the extent necessary to establish its nature, characteristics, compatibility and functioning, in the same way as they could in a physical shop.
In the case of products designed to organise or locate keys, cards, documents or other items, the customer may reasonably check:
- Whether their keys, cards, documents or items fit correctly.
- The size, capacity and compatibility of the product.
- The basic functioning of its mechanisms.
- The connection to a compatible app or network, where applicable.
- Its use in a pocket, wallet, bag or alongside their keys during a reasonable trial.
Where the product is linked to Apple Find My, Google Find Hub or another personal account, the customer must, before returning it:
- Unlink it from their personal account.
- Delete the associated personal data.
- Reset the product, where possible.
- Disable any lock that would prevent it from being checked afterwards.
5. Diminished value of the product
The customer will only be liable for any diminished value resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the product.
The following may be considered signs of excessive handling:
- Deep scratches or visible marks caused by intensive use.
- Knocks, breakage, deformation or structural damage.
- Prolonged use of the product beyond a reasonable trial.
- Intensive or full-capacity use of tools, accessories or mechanisms.
- Damage caused by dragging the product across hard surfaces.
- Unauthorised alterations, modifications or repairs.
- Damage caused by use contrary to the instructions.
- Missing parts, components or accessories originally included.
The presence of signs of use does not automatically remove the right of withdrawal. However, where there is an objective reduction in value, DatumCard may apply a proportionate reduction to the amount refunded.
6. Product packaging
Whenever reasonably possible, the product should be returned with:
- Its original packaging.
- All included accessories.
- Cables, tools and parts.
- Manuals and instructions.
- Gifts or components linked to the promotion.
The absence of the original packaging will not, in itself, result in the automatic loss of the right of withdrawal.
The customer must pack the product properly to prevent damage during return transport. The customer may be liable for diminished value or damage caused by clearly inadequate packaging.
7. Return shipping costs
For returns made under the right of withdrawal, where the product is not defective and there is no error attributable to DatumCard, the customer will bear the direct cost of return shipping.
Where DatumCard provides a return label for a withdrawal, its cost will be communicated to the customer in advance and may be deducted from the amount to be refunded.
DatumCard will bear the full return costs where any of the following is established:
- A manufacturing defect.
- Receipt of a product different from the one ordered.
- Missing advertised components or accessories.
- Damage caused during transport.
- Personalisation different from that requested.
- Any other lack of conformity attributable to DatumCard.
In these cases, we will email you a digital label or the instructions needed to make the return at no cost to the customer.
8. Product exchanges
Within the withdrawal period, the customer may request a product exchange instead of a refund.
Exchanges are subject to the availability of the requested product. Where there is a price difference, the customer will be informed before the exchange is processed.
If the product requested for the exchange is not available, the customer may choose another available product or request the corresponding refund.
9. Refund method
Refunds will be made using the same payment method used for the purchase, unless the customer expressly agrees to another method that does not incur any additional costs for them.
In the event of a valid withdrawal, Datum will refund the payments received, including the costs of the least expensive standard delivery option offered for the order.
If the customer expressly chose a more expensive delivery option than the standard option available, DatumCard will not be obliged to refund the corresponding additional cost.
10. Refund processing time
The refund will be made without undue delay and, in any event, within 14 calendar days of the date on which DatumCard was informed of the decision to withdraw.
Datum may withhold the refund until:
- It has received the returned product; or
- The customer has provided valid proof of having sent it back.
Whichever condition is met first will apply.
Once the product or valid proof of return has been received, and once the necessary checks have been completed, we will endeavour to process the refund within an operational period of up to 5 business days, without undue delay and in compliance with the time limits established by the applicable legislation.
After DatumCard issues the refund, the bank, card issuer or payment provider may need additional time for it to appear in the customer's account.
11. Defective or non-conforming products
New products sold to consumers in the European Union are covered by the legal guarantee of conformity under the law of the consumer's country of residence (at least two years) from the date of delivery.
A product may be considered non-conforming where, among other cases, it:
- Does not match the description provided.
- Does not have the advertised characteristics.
- Is not fit for the purposes for which products of the same type are normally used.
- Does not include the advertised accessories, parts or instructions.
- Has a manufacturing defect.
- Does not function in accordance with the conditions communicated before purchase.
Where there is a lack of conformity, the consumer may request repair or replacement of the product, unless one of these options is impossible or would involve disproportionate costs compared with the other.
Repair or replacement will be free of charge for the consumer and will include, where applicable:
- Shipping and transport costs.
- Labour.
- Necessary materials and parts.
- Collection of the defective product.
The remedy must be provided within a reasonable time and without significant inconvenience to the consumer.
The consumer may request a proportionate price reduction or termination of the contract where the conditions laid down by the applicable legislation are met, including where:
- Repair or replacement is impossible or disproportionate.
- DatumCard does not resolve the problem within a reasonable time.
- The defect reappears after an attempted remedy.
- The lack of conformity is sufficiently serious.
- It is evident that the product will not be brought into conformity properly.
To assess the issue, we may request photos, videos, serial numbers, technical information or a detailed description of the problem. Such requests must be reasonable and proportionate.
12. Products damaged in transit
If the product arrives damaged, please let us know as soon as possible by writing to:
We recommend keeping:
- The product received.
- The outer and inner packaging.
- The shipping labels.
- The accessories and components received.
- Photos or videos of the parcel and the damage.
Failure to notify us within the first 14 days will not automatically remove the consumer's legal rights in respect of a lack of conformity.
13. Orders marked as delivered
Tracking marked as “delivered” will be considered relevant evidence, but will not in itself result in the automatic rejection of a claim.
If you cannot find the parcel, we recommend checking:
- The letterbox.
- The entrance to the home and nearby areas.
- The building's concierge or reception.
- Neighbours, housemates or family members.
- Safe places usually used by the carrier.
The customer should contact Datum at contact@datumcard.com so that we can review the tracking and, where appropriate, request information from the carrier.
We may ask for the recipient's cooperation where the carrier only allows certain enquiries or investigations to be initiated by the recipient.
Each claim will be assessed individually, taking into account the tracking information, the delivery confirmation, the carrier's response and any other available evidence.
14. Incorrect address and unclaimed parcels
The customer is responsible for providing a complete and correct delivery address when making the purchase.
If the order has not yet been shipped, the customer must communicate any correction as soon as possible. We cannot guarantee that an address can be changed after the order has been processed or handed over to the carrier.
If a parcel is returned due to:
- An incorrect or incomplete address provided by the customer.
- Failure to collect it within the indicated period.
- Unjustified refusal to accept delivery.
- Inability to contact the recipient.
DatumCard may charge the actual and reasonable costs of return or reshipping, provided that the problem is attributable to the customer and that this is legally permissible.
When the product is returned to our facilities or to our logistics operator, we will contact the customer to review the case and agree on a solution in accordance with the applicable legislation and our published policies.
15. Personalised products
The right of withdrawal does not apply to products made to the consumer's specifications or clearly personalised, including products with custom laser engraving.
This exception does not limit the customer's rights where the personalised product:
- Is defective.
- Arrives damaged.
- Does not match the requested personalisation.
- Is different from the product purchased.
- Does not conform to the contract.
16. Bundles, promotional packs and gifts
Where several products are sold together as a bundle or promotional pack, all components must be returned in order to obtain a full refund of the set.
If the customer returns only part of the bundle, the refund amount may be recalculated taking into account:
- The individual price of the products kept.
- The discounts applied.
- The conditions communicated for the promotion.
Free products included in a promotion must also be returned where the return of the main product means that the conditions of the offer are no longer met.
Any recalculation will be carried out transparently and in compliance with the applicable legislation.
17. Gift cards
Any amount already used from a gift card cannot subsequently be exchanged for cash.
Unused gift cards are subject to the withdrawal or refund rights applicable under the relevant legislation and the conditions communicated before purchase.
18. Privacy and data protection
Personal data provided during a return, warranty or refund request will be processed in order to:
- Manage and verify the request.
- Confirm the purchase and the identity of the requester.
- Prevent fraudulent use.
- Comply with legal, tax and accounting obligations.
- Manage issues with carriers and payment providers.
- Handle, bring or defend claims.
The data will be processed in accordance with Datum's Privacy Policy and the applicable data protection regulations.
Where necessary, it may be disclosed to carriers, payment providers, insurers, professional advisers or competent authorities.
19. How to request a return or refund
To request a return, exchange, repair, replacement or refund, write to:
Please include, where possible:
- Full name.
- Order number.
- Email address used for the purchase.
- Product concerned.
- Reason for the request.
- Remedy requested.
- Photos or videos where there is a defect or damage.
Our team will send you the instructions needed to continue the process.
20. Company details
Operating company: DSJ CONNECT LLC
Trade name: Datum
Legal form: Limited Liability Company (LLC) constituted in the State of Delaware, United States
Business address: 9669 Avellino Ave, Orlando, FL 32819, United States
Phone: +34 625 22 77 64
Email: contact@datumcard.com
Website: datumcard.es · datumcard.fr · datumcard.de
The business address above is not the address for sending returns. Returns must only be sent to the return address provided by email, as described in section 3 of this policy.
21. Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract:
To:
DSJ CONNECT LLC – Datum
Email: contact@datumcard.com
I hereby give notice that I withdraw from my contract of sale of the following products:
Order number: ______________________________
Product(s): ______________________________
Order date: ______________________________
Date received: ______________________________
Name of consumer: ______________________________
Address of consumer: ______________________________
Email: ______________________________
Date: ______________________________
Signature of consumer: ______________________________
Only if this form is submitted on paper.