Returns & Warranty
Last updated: December 2024
30-Day Returns
Return unused devices within 30 days for a full refund.
2-Year Warranty
Comprehensive warranty coverage for manufacturing defects.
30-Day Return Policy
Return Eligibility
You may return your hardware wallet within 30 days of delivery for a full refund if:
- The device is unused and in original condition
- All original packaging and accessories are included
- The device has not been initialized or set up with a recovery phrase
- No physical damage or signs of tampering
Return Process
- Contact our support team at support@defillama-eu.com
- Provide your order number and reason for return
- Receive return authorization and shipping instructions
- Pack the device securely with all original contents
- Ship using the provided prepaid return label (EU only)
Important Security Note
Never return a device that has been set up with your recovery phrase.If you have initialized the device, contact support for guidance on secure disposal options.
2-Year Limited Warranty
Warranty Coverage
Your hardware wallet is covered against manufacturing defects for 2 years from the date of purchase:
- Hardware component failures
- Display or button malfunctions
- USB connectivity issues
- Firmware corruption (not user-caused)
- Battery or power-related problems
- Secure element chip defects
What's Not Covered
- Physical damage from drops, water, or mishandling
- Damage from improper use or modification
- Normal wear and tear
- Damage from extreme temperatures or environments
- Issues caused by third-party software or malware
- Lost or forgotten PINs, passphrases, or recovery phrases
Warranty Claim Process
- Contact our support team with your issue description
- Provide your device serial number and purchase proof
- Follow troubleshooting steps if requested
- Receive replacement device or repair authorization
- Ship defective device using provided instructions
- Receive repaired or replacement device
Shipping Information
Return Shipping
- • Free return shipping within EU
- • Customer pays return shipping outside EU
- • Use tracked shipping service
- • Insurance recommended for international returns
Warranty Shipping
- • Free shipping for warranty repairs
- • Express shipping available upon request
- • International warranty coverage
- • Temporary replacement devices available
Refund Processing
Refund Timeline
- • Processing begins once returned device is received and inspected
- • Refunds processed within 5-7 business days after approval
- • Refund appears in original payment method within 3-10 business days
- • Email confirmation sent when refund is processed
Refunds are issued to the original payment method. If the original payment method is no longer available, alternative arrangements will be made with the customer.
International Customers
Our warranty and return policies apply globally. International customers should note:
- Return shipping costs may apply for customers outside the EU
- Customs duties and taxes are customer responsibility
- Processing times may be extended for international shipments
- Local regulations may affect return eligibility
Contact Information
For returns, warranty claims, or questions about our policies:
Returns Department
Warranty Support
Policy Updates
This returns and warranty policy may be updated periodically. Changes will be posted on this page with an updated revision date. The policy in effect at the time of purchase applies to your order.