Shipping, return & warranties

Important Notice: Potential Shipping Delays During Holiday Season (December 2023 - January 2024)

We would like to inform our valued customers that during the Christmas and New Year holiday season, from December 2023 to January 2024, order shipments may face disruptions and delays. This is due to a significant increase in workload and unforeseeable weather conditions, as informed by our courier service providers. We kindly ask for your understanding and patience should your order be affected by these seasonal factors. Your satisfaction remains our top priority, and we are committed to delivering your orders as efficiently as possible during this busy period.

Shipping

Processing and Shipping Times

We will process and ship your order within 3 business days of receiving it. Shipping times may vary depending on your location, but most orders will arrive within 14 business days.

Shipping Method

We use international couriers for all of our shipments. You will receive a shipping confirmation email with a tracking number once your order has been shipped.

Shipping Fees

Shipping fees will be calculated based on your order's total weight, dimensions, and shipping destination. You will be able to see the shipping cost during the checkout process.

International Shipping

We currently do offer international shipping*, please note that customs fees and duties may apply and are the responsibility of the customer.

*Due to customs and courier restrictions, we are currently unable to ship to the following countries: Turkey, China, Brazil, Russia, Belarus, Ukraine and Vietnam.

Return

Returns and Exchanges

If you are not satisfied with your purchase, you may return it for a full refund or exchange within 14 days of receiving your order. The item must be in its original condition and packaging, with all tags and labels attached, and all the tamper-proof stickers intact.

Return Process

To initiate a return or exchange, please contact our customer service team at help@secuxtech.com to receive a return authorization number. You will be responsible for the cost of shipping the item back to us, unless the item is defective or damaged.

Refunds

Once we receive your returned item, we will inspect it to ensure that it is in its original condition. If the item meets our return policy requirements, we will issue a full refund to your original payment method within 30 business days. Please note that the final amount refunded may be subject to fees applied such as handling and processing fees. We will deduct these fees from the total amount of your refund.

Exchanges

If you would like to exchange an item, please contact our customer service team to receive a return authorization number and instructions on how to exchange the item. We will ship the new item to you once we receive the original item. Please note that additional fees may occur such as shipping, handling, and processing fees.

Warranty

Warranty Coverage

We offer a 1-year limited warranty for all of our hardware wallets. The warranty covers any defects in materials or workmanship that occur during normal use of the device. However, we would respect and oblige to local regulations on warranty periods, such as the European Union's two-year guarantee.

Warranty Period

The warranty period starts on the date of purchase and lasts for 1 year.

Claim Process

If you experience any issues with your device during the warranty period, please contact our customer service team at help@secuxtech.com to initiate a warranty claim. You will be required to provide proof of purchase, such as a receipt or order confirmation and the device serial number.

Warranty Remedies

If we determine that the issue with your device is covered under warranty, we will repair or replace the device at no cost to you. If the device cannot be repaired or replaced, we may offer a refund or credit towards a new device.

Exclusions

The warranty does not cover any damages caused by misuse, abuse, neglect, or unauthorized modifications or repairs. The warranty also does not cover any damages caused by natural disasters, accidents, or other external factors.

Limitations of Liability

Our liability under this warranty is limited to the repair or replacement of the device, or a refund or credit towards a new device. We are not liable for any indirect, incidental, or consequential damages arising from the use of the device.

Disclaimer of Other Warranties

This warranty is the sole and exclusive warranty for our consumer electronic devices, and there are no other warranties, express or implied, including any warranties of merchantability or fitness for a particular purpose.

Apart from the rights and responsibilities described in this section, and to the extent permitted by law, SecuX declines all liability for loss of profits, proceeds, income, value or data, or compensation for indirect damages.