Refund policy

Return Policy

We understand that purchasing a hardware wallet through our webshop is an important decision, and that you may have doubts or questions before making your purchase. That’s why we offer a return policy to ensure you are satisfied with your order.

Return Conditions

If for any reason you are not satisfied with your hardware wallet, you can register your return within 14 days via your account. You then have 14 days to return the product for a full refund of the purchase price (excluding any shipping and transaction costs). To be eligible for a refund, the wallet must be returned unopened in its original packaging, with the seal and security stickers intact. If the product has been opened, unfortunately we cannot accept it.

We can no longer guarantee the security of the hardware wallet if the packaging seal has been broken. If the product’s hardware has been altered, the security of the data for future users can no longer be guaranteed. The right of withdrawal then lapses according to the following article:

Article 230p – Dutch Civil Code, Book 6

Article 230p Dutch Civil Code, Book 6 - 6°. the supply of audio and video recordings and computer software where the seal has been broken after delivery;

Return Costs

Please note that returning the product and the associated costs are your responsibility as the customer. Send the product with a reliable parcel service such as PostNL. If you wish to return a high-value product and want to ensure it arrives safely, we recommend shipping it with insurance. In case the parcel service loses your package, you will still receive your purchase amount.

Warranty

If you have received a defective wallet or if your wallet breaks down within the warranty period, you can return it for a replacement or a refund. In that case, please contact our customer service to start the return process.

Requesting a Return

To request a return, you can easily register it yourself via the following link: Submit Return.

Do you have questions or need help? Please contact our customer service by email (info@cryptoken.nl) or via our contact form, and include your order number and any other relevant information. We will be happy to assist you!