Refund and Returns Policy
21-Commerce — Sebastián Buriticá Arias e.U.
Adolf-Czettel-Gasse 3/1A, 1160 Vienna, Austria
Right of withdrawal
As a consumer within the European Union, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party designated by you, takes physical possession of the goods.
To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement (e.g. by email). Please contact us at:
Email: sebastian@21-commerce.com
Address: Adolf-Czettel-Gasse 3/1A, 1160 Vienna, Austria
To meet the withdrawal deadline, it is sufficient for you to send your communication before the withdrawal period expires.
Effects of withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs, without undue delay and no later than 14 days after we receive your returned goods. We will carry out such reimbursement using Bitcoin to the same wallet address used for the original payment, unless you have expressly agreed otherwise.
We may withhold reimbursement until we have received the goods back.
You must return the goods without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal. You bear the direct cost of returning the goods unless otherwise stated below.
Condition of returned goods
Returned items must be unused, unopened and in their original packaging. We reserve the right to refuse a refund or apply a deduction if the goods show signs of use, damage caused by the customer, or are returned without original packaging.
Shipping costs for returns
The customer bears the direct cost of returning goods unless the item was received damaged or incorrect, in which case 21-Commerce covers the return shipping cost.
We recommend using a tracked shipping service for returns, as we cannot be held responsible for items lost in transit.
Refund timeline
Once we receive and inspect the returned goods, we will process the refund within 14 days. The Bitcoin refund will be sent to the wallet address provided by you at the time of the return request. Please note that Bitcoin network fees are not reimbursed.
Exceptions — non-returnable items
The right of withdrawal does not apply to:
— Goods made to your specifications or clearly personalised.
— Sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery (e.g. cosmetics, food products).
— Goods which have been opened or used.
— Perishable goods (fresh food, products with a short shelf life).
— Digital products or downloadable content once accessed.
— Gift cards or vouchers.
How to return an item
Send an email to sebastian@21-commerce.com with your order number and the reason for the return. We will reply within 2 business days with return instructions. Please do not send goods back without prior confirmation.
Items must be returned in their original condition and packaging where possible.
Damaged or incorrect items
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with a photo of the issue. We will arrange a replacement or full refund at no additional cost to you.
Governing law and dispute resolution
This policy is governed by Austrian law. In the event of a dispute, the competent court is in Vienna, Austria.
For out-of-court dispute resolution, consumers in the EU may use the European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr
Contact for returns
For any question regarding a return or refund, contact us at:
Email: sebastian@21-commerce.com
Phone: +43 68864300673
Hours: Wednesday–Saturday 10:00–18:00
Last updated: July 2026