Returns and right of withdrawal

Not happy with your order? You can return it within 14 days of receipt without giving a reason. Hardware wallets are an exception once the seal has been broken.

How to return

1. Register your return within 14 days of receipt by emailing [email protected] or using the button at the bottom of this page. Include your order number and let us know whether you would like a return label or will send the parcel yourself.
2. We will send you a return label or the return address. The return address can differ per order, which is why we send it by email. If you send the parcel yourself, please share the tracking code with us. Send the product back within 14 days of registering your return.
3. We refund the full order amount, including the original shipping costs. We do this no later than 14 days after you register your return, using the same payment method. We may wait with the refund until we have received the product or you have shared the tracking code.

Returns from the Netherlands and Belgium are free. From other countries, the return costs are at your own expense. If you request a return label from us, we deduct its cost from your refund.

Hardware wallets

A hardware wallet can only be returned if the seal is still intact. Once the seal has been broken, we can no longer guarantee that the device is safe for the next user. Your right of withdrawal therefore no longer applies (Article 16(i) of the EU Consumer Rights Directive 2011/83/EU). Is your hardware wallet not working properly? That is covered by the warranty, see Warranty & complaints.

Condition of the product

Return the product with all included parts and, where reasonably possible, in its original packaging. You may unpack and inspect the product as you would in a shop. If it is damaged or has been used more than necessary, we may charge you for the loss in value. A hardware wallet must be returned to us unopened with the seal intact.