Return and Refund Policy

1. Conditions for Returns

We only accept returns for hardware wallets that remain sealed in their original manufacturer packaging within 30 days of delivery. To meet security requirements, returned items must comply with the following:

• Packaging must remain factory-sealed with no signs of tampering
• All protective seals, holograms, and verification stickers must be intact
• Proof of purchase, such as receipt or order confirmation, is required
• Returns must include all accessories, manuals, and recovery cards
• Serial numbers must correspond with our internal distribution records

Notice: Any opened or altered hardware wallets cannot be accepted to preserve customer security.

2. Refund Policy and Timeline

Once your return is inspected and approved, the refund process will begin within 5–7 business days:

• Funds will be issued to the original payment method (card, PayPal, or bank transfer)
• For crypto refunds, the value is calculated in USD at the exchange rate on the day of reimbursement
• Shipping costs are non-refundable unless the error was on our side
• Return postage must be covered by the customer, unless the item is faulty
• International refunds may include foreign exchange charges

A confirmation email will be sent when the refund is processed. Please allow your bank or provider an additional 3–5 business days to finalize the transfer.

3. Handling Defective or Damaged Products

If you receive a defective or compromised wallet, we will arrange a free replacement:

1. Notify us at [email protected] within 14 days of receiving the product
2. Provide proof of purchase along with photos or video showing the issue
3. Our technical team reviews claims within 24 hours
4. If approved, we will send a prepaid return label
5. A replacement unit will be shipped within 1–2 business days once the defective item is returned

All shipping costs for verified defective items are fully covered by us, with priority shipping available on request.

4. Warranty Protection

Each hardware wallet is covered by a two-year limited warranty against:

• Manufacturing or component defects
• Internal hardware or software malfunctions
• Issues with display, buttons, or connectivity
• Firmware or software errors
• Defective charging or power accessories

Exclusions: Damage caused by misuse, accidents, liquid contact, unauthorized modifications, or natural wear and tear is not included.

A valid proof of purchase is required to process warranty claims and may involve diagnostic testing.

5. Packaging and Return Shipping

Please follow these steps when sending back a product:

• Use the original packaging or equally protective materials
• Include all accessories, manuals, and documentation
• Ship via a trackable courier service with delivery confirmation
• Ensure proper packaging to avoid transit damage
• Do not write directly on the original product box

For returns valued above $200, we recommend shipping insurance. Unless stated otherwise, customers are responsible for return delivery charges.

6. Exceptions and Special Cases

Certain cases are handled individually:

• Incorrect Item Sent: Full refund including shipping fees
• Transit Damage: Free replacement with priority delivery
• Delivery Delays: Contact us to explore resolution options
• Bulk Orders: Terms negotiated directly with our sales team
• Gift Returns: Accepted with original buyer’s approval

Each case is carefully assessed to balance customer satisfaction with our security policies.