1. Purpose of This Policy
This Return & Refund Policy explains the conditions under which returns, exchanges, refunds, and warranty claims can be made for products and services purchased from CryptKi. It applies to all Customers unless stated otherwise.
2. Definitions
Customer: any natural person or legal entity placing an order.
Consumer: a natural person acting outside a business or professional purpose.
Security-Sensitive Products: products that cannot be returned once opened, partially opened, or manipulated due to cryptographic security requirements, including:
- hardware wallets
- seed phrase backup devices
- cryptographic security tools
- restore-key tools and key-recovery accessories
- any accessory whose integrity is relevant to security (e.g., tamper-evident packaging)
Services: consulting, technical training, and similar sessions provided by CryptKi.
3. Right of Withdrawal (Consumers Only)
3.1. Physical Products — 14-Day Withdrawal Period
Consumers may withdraw from a purchase within 14 calendar days after receiving the product.
A withdrawal is valid only if:
- the product has not been opened,
- has not been partially opened,
- and has not been handled in any way that may compromise its integrity.
Return shipping costs for change-of-mind withdrawals are borne by the Customer unless mandatory legislation provides otherwise.
The Customer bears the cost of return shipping unless the product is defective, incorrect, or unless mandatory consumer protection law provides otherwise.
3.2. Services
Consumers may withdraw from a service within 14 days unless:
- the Customer explicitly requests that the service start before the end of the withdrawal period,
- the service has already been fully delivered, or
- the scheduled date of the service is within 24 hours of purchase.
If a service has already been partially provided, the Customer must pay a proportional amount.
4. Security-Sensitive Products — Strict Non-Returnable Rules
For security-sensitive products, any sign of opening or manipulation makes the device permanently unsafe.
These items are non-returnable if:
- the packaging is opened or partially opened,
- the seal is broken or partially broken,
- tamper-evident features are damaged or partially damaged,
- the device has been powered on, initialized, paired, connected, or manipulated in any way.
Due to their security nature, these products are considered sealed goods which are not suitable for return once opened under applicable consumer protection legislation. Once the seal or tamper-evident packaging is broken, the product may no longer be eligible for withdrawal.
Because any manipulation may compromise the cryptographic integrity of the device and create a security risk for future users, such products cannot be safely resold once opened and may therefore no longer be eligible for withdrawal or return.
Such products may only be returned if a verified manufacturing defect is confirmed under the applicable legal warranty.
5. Damaged or Incorrect Items
5.1. Delivery Damage
If an item arrives damaged, the Customer must report it within 7 calendar days.
The Customer must provide:
- photos of the outer shipping box, including all labels and barcodes
- photos of the inner product box, including all labels and barcodes
- photos of visible damage to the packaging
- description of the issue
⚠️ Important:
If the packaging is only partially opened or damaged, the Customer must not open it further.
The product must not be accessed.
Photos must be taken without opening the package further.
Product photos are only possible if the box arrived fully opened or the seal was already broken at delivery.
No claim will be processed without complete photographic evidence.
5.2. Incorrect Items
If a wrong item is received, the Customer must report it within 7 days with:
- photos of the outer and inner packaging (including labels),
- photos of the item received.
CryptKi will arrange a replacement or refund after validation.
6. Warranty
6.1. Legal Warranty for Consumers
Consumers benefit from a 2-year legal warranty for lack of conformity in the EU.
The warranty does not apply in cases of:
- misuse or improper handling
- ignoring manufacturer instructions
- physical damage
- tampering or bypassing security
- failure to install required firmware/security updates
Consumers should report defects as soon as reasonably possible after discovery.
6.2. Warranty for Professional Customers
For professional Customers, warranty is limited to protection against latent defects as provided under Belgian law.
7. Non-Eligible Returns
CryptKi will refuse returns in the following cases:
- any security-sensitive product that is opened or partially opened,
- products showing signs of manipulation,
- missing accessories or packaging,
- damage caused by the Customer,
- services scheduled within 24 hours or already delivered.
8. Return Procedure
Returns must be explicitly authorized by CryptKi before shipment.
To initiate a return, the Customer must provide:
- order number
- photos of the outer shipping box, including all labels and barcodes
- photos of the inner product box, including all labels and barcodes
- photos of the product or packaging damage when applicable
- written explanation of the issue
If a return is approved, CryptKi will provide the return instructions and, when applicable, a return shipping label.
Returns sent without prior approval, or without the required evidence, will be rejected and non-refundable.
9. Customs, Import Restrictions, and International Returns
The Customer is solely responsible for ensuring that the product can legally be imported into their country.
CryptKi is not liable for:
- customs delays,
- import refusals,
- seizure or destruction by customs,
- additional taxes or duties.
No refund will be issued if customs authorities retain, destroy, or block the shipment.
10. Refund Method
Approved refunds are issued using the original payment method after CryptKi receives and inspects the returned product and confirms eligibility.
Shipping fees are not refunded except when required by law.
11. Exchanges
Exchanges are not automatic. They are evaluated case by case by CryptKi.
Exchanges may be offered only when:
- a product is confirmed defective under warranty, and
- CryptKi determines that exchange (not repair or refund) is the appropriate solution.
CryptKi is not obligated to offer exchanges when:
- the product is near the end of its warranty period,
- a repair or refund is more appropriate,
- the product violates return conditions,
- the product is a security-sensitive device that is opened or partially opened.
12. Lost or Unclaimed Shipments
If a shipment is returned due to:
- incorrect address provided by the Customer,
- failure to collect the parcel,
- refusal of delivery,
Reshipping costs will apply. Refunds, when applicable, exclude original shipping fees.
13. Fraud, Abuse, and Misuse
CryptKi reserves the right to refuse returns, exchanges, or refunds in cases of:
- suspected fraud,
- abusive return patterns,
- intentional damage,
- manipulation of security-sensitive devices.
14. Relationship With Other Policies
This Return & Refund Policy must be read together with:
- the General Terms & Conditions (CGV),
- the Warranty section,
- the procedures described in Sections 5 and 8.
Mandatory consumer rights always prevail over conflicting terms.